Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The hidden costs of ...

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 ...

Jackie Nance Sons is the CEO and Founder of Native Wildflowers Nursery. She is a master gardener and loves to travel. Customer acquisition is a crucial aspect of any business, directly impacting ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. AI is transforming customer retention strategies, but does it ...

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 ...