Customer marketing & retention

Companies invest huge sums in acquisition and forget the customers they already have. Yet retention is far cheaper and a happy customer is the best source of growth through cross-sell, up-sell and referrals. Customer marketing rests on a simple idea: the relationship doesn't end when the contract is signed – that's where it begins. Initiatives focused on engagement and adoption helped sustain a 97% retention rate – no accident, but the result of systematic work.