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customer retention — Tagged Articles

B2B Customer Nurturing: Nine Strategies That Compound and the One Metric That Matters

Acquiring a new B2B customer costs 5–25x more than retaining one. Nine compounding strategies. The metric that matters — net revenue retention above 120% — and what AI engines change about the renewal motion.

EPR Editorial Team · May 8, 2023

Marketing

Why Customer Complaints Are a Marketing Asset

The absence of complaints is a worse signal than the presence of them. What complaints tell marketers about product, staff, brand trust, and the path to retention.

EPR Editorial Team · Jul 5, 2021

Marketing

Brand Loyalty: Why Retention Is Cheaper Than Acquisition

Customer acquisition costs have climbed faster than at any point in the digital era. US companies still spend 87× more on acquisition than on loyalty. The math no longer works.

EPR Editorial Team · Jun 29, 2020