Retention Is Fast Becoming the New Acquisition | Beyond Marketing | Scoop.it


Satisfaction drives loyalty. More importantly, it drives retention. The key to a healthy bottom line is the ability to keep your customers. According to the book Outside In [click here for infographic] by Harley Manning and Kerry Bodine, retaining customers drives revenue in three ways: - Incremental sales from current customers. - Retained sales as a result of lower churn. - New sales driven by word of mouth (referrals). Can small improvements in retention make a big difference? Absolutely. According to Gartner Group, “A 5% improvement in retention can increase profitability by upwards of 25% to 125%.”