Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

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 ...

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 ...

As the economic tides shift in the wake of the Zero Interest Rate Policy (ZIRP) era, customer experience (CX) leaders are rethinking their priorities. The age of cheap capital and aggressive customer ...

DJ Paoni is the CEO of Certinia, which empowers leading technology and services organizations to deliver customer value with certainty. Evolving customer expectations are redefining the very concept ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

Retention isn’t a silver bullet, but in SaaS, it’s the closest thing to it. High retention indicates strong product-market fit. It is proof that you are solving a real problem and are adding value to ...

According to a report from The Street, it discovered in the financial report that AT&T’s churn rate increased by 14 basis points year-over-year. This means that while AT&T might be bringing in new ...