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5 questions to consider: The Power of Customer Retention (infographic)

Really cool infographic from Kapow though I think it shouldn’t be a debate of which is better: retaining current customers or acquiring new ones. It should be more like realizing the value of existing customers and how much revenue they account for, while continuing to expand the new customer base.

They do raise some important questions:

– Have you evaluated your customer retention rate?
– Do you have a plan to keep your customers?

3 other questions I’d like to throw into the mix is:

– Do you have the capabilities to identify your at-risk customer in real time so your team knows which accounts to prioritize?
– Does your team maintain ongoing conversations (and I don’t mean when it’s time to renew or upsell) to establish a good customer relationship?
– Do you know how to calculate retention?


What is your advice for other companies looking to improve retention and growth?

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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