We have said it before and we’ll say it again. New customers are NOT the only gateway to growth.
Companies that want to be profitable in the long run, should prioritize investment in current customers by mastering the art of retention. Logically, mastering retention implies mastering ‘retention goals & KPIs’.
Retention KPIs however, are often lesser known to the average marketer because companies had an ‘acquisition first’ mindset in the past.
Nowadays – as we see a rush towards loyalty marketing – most marketers are not yet up to speed with the ‘Goals & KPI framework’ that it accompanies.
So this whitepaper is for all marketers that want to learn which metrics they need to track in order to quantify the success/failure of your retention & loyalty tactics.