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    “An average company loses between 10 – 30% of its customers annually.”

    McKinsey

    “50% of customers never return if left alone, over a 5 year period.”

    Bain & Co.

    “Up to 15% of a business’s most loyal customers account for 55-70% of the company’s total sales.”

    Center for Retail Management, Northwestern University

    “80% of your company’s future revenue will come from just 20% of your existing customers.”

    Gartner Group

    “It costs 5 times more to acquire new customers than it does to keep current ones.”

    Gartner Group

    “The probability of selling to an existing customer is 60 – 70%, while selling to a new prospect is 5-20%.”

    Marketing Metrics

    “A 5% reduction in customer loss can result in a 25% to 125% increase in profits.”

    Bain & Co.

    “A 2% increase in customer retention has the same effect as decreasing costs by 10%.”

    Leading On The Edge of Chaos

    “55% of organizations with employee engagement rates of more than 50% have customer retention rates of more than 80%.”

    Demand Metric