Brian Halligan, the CEO of Hubspot, is pitching a webinar on steps to accelerate your growth next year (we are probably also going to roll out a few tidbits along the way, too), and might have inadvertently put one of the most important planning devices in the teaser email:<\/p>\n
It costs 7x more to acquire a new customer than it does to retain an existing one.<\/p>\n
We’ve known this for some time, so we’ve counselled something like a 50\/50 or 60\/40 split on acquiring\/retaining customers. Or, take a look at why customers were lost last year and what could be done to retain more of them. How long had they been customers? Was it a service issue? You can’t please ’em all, but you can probably do better than you’re doing.<\/p>\n
And, we’ve had more than one client find that they’ve got a ton of leads that weren’t properly worked by the sales folks, and lapsed back into the ether of the CRM system.\u00a0Good place to start new salespeople.<\/p>\n
And, speaking of customer lists, past customers should be called to see if they’re alive, know your company is alive and wants to know what you can do for them<\/p>\n","protected":false},"excerpt":{"rendered":"
some considerations on adding new customers vs. retaining old ones Continue reading