You don’t need another lecture on how much cheaper it is to keep a customer than to win a new one. You already know that. What you might not realize is how many of your customers are quietly slipping ...

Fighting churn isn't about predicting it alone. It also involves understanding the hidden factors that lead to churn and how to drive customer loyalty. Although traditional churn prediction models may ...

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 ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Buyers don't renew simply because they like your brand. They need to see outcomes they can defend to finance, operations, and security leadership. Customer retention can no longer simply be status quo ...

Customer success is essential for any startup, at every stage. It’s what ensures customers are engaged, adopting, and gaining value from your product. But many startups get customer success wrong.

Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

Marketers today are juggling a number of objectives in their efforts to build LTV and long-lasting relationships with customers. The Fast Company Executive Board is a private, fee-based network of ...

We’ve all been in situations where we’ve felt like we were “taking two steps forward and one step back.” That’s exactly what’s happening when you work hard to optimize your advertising and marketing ...

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 ...

AI-generated summary reviewed by our newsroom. Read our AI Policy. DMV unveils 2026–2030 strategic plan to improve customer service. Targets: 50% online transactions, 15‑minute average wait, 85% ...