There's a study out of Harvard that suggests a 5% increase in customer retention can lead to a 25% to 95% boost in a company’s profits over time. That's huge! And you'll find endless articles backing up the idea that an existing customer is much more likely to buy from you than someone they don't know. Other studies even suggest that acquiring a new customer can cost 5-25 times more than retaining an existing one! And yet… many online service providers have fairly average client retention at ...
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