According to a statistic by Marketing Metrics, you are from 3 to 14 times more likely to convince an existing customer to make a repeat purchase than you are to convince a totally new customer to make ...

Customer retention refers to the percentage of customer relationships that, once established, a business is able to maintain on a long-term basis. Customer retention is a simple concept—happy ...

Customer retention refers to a company’s ability to retain its existing consumers over time. It is essential to the success of a business because it demonstrates the organisation’s ability to ...

Twilio (TWLO) shows double-digit growth, 109% net retention, and an AI-native platform shift—yet trades at 21.4x FY27 EPS.

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

A 2018 survey by Gladly found that 68 percent of customers say they’re willing to pay more for products and services from brands known for providing good customer service. Providing outstanding ...

Recently, I met with the person who leads the voice of the customer (VOC) program for a $1.6B company in an industry that is in complete transformation. She proudly told me that more than 1,000 ...

Marketing strategy works better when it encourages customer retention. Sound strategy can prevent too many resources from being allocated to customer acquisition and focuses marketers on the ...

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