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


“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