Customer Retention: Statistics, Strategies, and Calculations (CRR vs DRR)
We share quite a bit about acquisition but not enough about customer retention. Great marketing strategies aren’t as simple as driving more and more leads, it’s also about driving the right leads. Retaining customers is always a fraction of the cost of acquiring new ones.
With the pandemic, companies hunkered down and weren’t as aggressive at acquiring new products and services. Additionally, in-person sales meetings and marketing conferences severely hampered acquisition strategies at most companies. While we turned to virtual meetings and events, many companies’ ability to drive new sales was frozen solid. This meant that strengthening relationships or even upselling current customers was critical to keeping revenues going and the company afloat.