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 ...

I recently participated in a brand-building exercise with Rory Vaden, the co-founder of Brand Builders Group. While he works with thought leaders and executives on their personal brands, his concepts ...

Amy Beckley, founder of Proov, opens up about the challenge of building a recurring revenue model for a product that works so well Dr. Drew explores how partnerships could help the business grow ...

Churn is often reported as a number, a percentage or a dashboard metric reviewed at the end of the month. But in a subscription business, churn is not just a customer metric. It is a delayed revenue ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

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 churn is not, and never was, solely a CS problem. It’s a fundamental company problem. Focusing on customer experience doesn’t require extra time, but it does lead to happier, more loyal ...

Today’s business landscape isn’t defined just by products or pricing—it’s defined by experience. Customer expectations have evolved, and businesses that fail to prioritize the customer journey risk ...

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 ...

Ryan Dohrn is a billion-dollar sales coach, Emmy winner and keynote speaker. He has trained over 50,000 sales professionals since 2008. Most organizations love to talk about growth, and in almost ...

Buyers don't renew simply because they like your brand. They need to see outcomes they can defend to finance, operations, and security leadership. Customer retention can no longer simply be status quo ...

Your unhappy customers who leave negative reviews can also be your best source for insights to help your company grow. You don’t know your customer anymore Here are 4 ways brands can relearn their ...