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Customer retention

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57.592874 44 62 44 C 62.275445 44 62.548001 43.986375 62.816406 43.958984 C 64.695246 43.767248 66.384373 42.920314 67.652344 41.652344 C 69.101453 40.203235 70 38.203563 70 36 L 70 35 L 69.796875 35 C 69.282076 31.084164 66.052768 28 62 28 z M 18 30 C 21.326874 30 24 32.673126 24 36 C 24 39.326874 21.326874 42 18 42 C 14.673126 42 12 39.326874 12 36 C 12 32.673126 14.673126 30 18 30 z M 62 30 C 65.326874 30 68 32.673126 68 36 C 68 39.326874 65.326874 42 62 42 C 58.673126 42 56 39.326874 56 36 C 56 35.79207 56.010859 35.587095 56.03125 35.384766 C 56.337112 32.349828 58.881056 30 62 30 z M 40 35 C 35.041484 35 31 39.041484 31 44 C 31 48.958516 35.041484 53 40 53 C 44.958516 53 49 48.958516 49 44 L 49 43 L 48.796875 43 C 48.275261 38.532432 44.604108 35 40 35 z M 40 37 C 43.877484 37 47 40.122516 47 44 C 47 47.877484 43.877484 51 40 51 C 36.122516 51 33 47.877484 33 44 C 33 40.122516 36.122516 37 40 37 z M 18 46 C 10.306206 46 4 52.306206 4 60 L 4 64 L 26.269531 64 C 25.457834 65.84109 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58 12 58 z M 16 58 C 15.449 58 15 58.449 15 59 C 15 59.551 15.449 60 16 60 C 16.551 60 17 59.551 17 59 C 17 58.449 16.551 58 16 58 z M 20 58 C 19.449 58 19 58.449 19 59 C 19 59.551 19.449 60 20 60 C 20.551 60 21 59.551 21 59 C 21 58.449 20.551 58 20 58 z M 24 58 C 23.449 58 23 58.449 23 59 C 23 59.551 23.449 60 24 60 C 24.551 60 25 59.551 25 59 C 25 58.449 24.551 58 24 58 z M 28 58 C 27.449 58 27 58.449 27 59 C 27 59.551 27.449 60 28 60 C 28.551 60 29 59.551 29 59 C 29 58.449 28.551 58 28 58 z M 52 58 C 51.449 58 51 58.449 51 59 C 51 59.551 51.449 60 52 60 C 52.551 60 53 59.551 53 59 C 53 58.449 52.551 58 52 58 z M 56 58 C 55.449 58 55 58.449 55 59 C 55 59.551 55.449 60 56 60 C 56.551 60 57 59.551 57 59 C 57 58.449 56.551 58 56 58 z M 60 58 C 59.449 58 59 58.449 59 59 C 59 59.551 59.449 60 60 60 C 60.551 60 61 59.551 61 59 C 61 58.449 60.551 58 60 58 z M 64 58 C 63.449 58 63 58.449 63 59 C 63 59.551 63.449 60 64 60 C 64.551 60 65 59.551 65 59 C 65 58.449 64.551 58 64 58 z M 68 58 C 67.449 58 67 58.449 67 59 C 67 59.551 67.449 60 68 60 C 68.551 60 69 59.551 69 59 C 69 58.449 68.551 58 68 58 z M 72 58 C 71.449 58 71 58.449 71 59 C 71 59.551 71.449 60 72 60 C 72.551 60 73 59.551 73 59 C 73 58.449 72.551 58 72 58 z M 30 68 C 29.449 68 29 68.449 29 69 C 29 69.551 29.449 70 30 70 C 30.551 70 31 69.551 31 69 C 31 68.449 30.551 68 30 68 z M 34 68 C 33.449 68 33 68.449 33 69 C 33 69.551 33.449 70 34 70 C 34.551 70 35 69.551 35 69 C 35 68.449 34.551 68 34 68 z M 38 68 C 37.449 68 37 68.449 37 69 C 37 69.551 37.449 70 38 70 C 38.551 70 39 69.551 39 69 C 39 68.449 38.551 68 38 68 z M 42 68 C 41.449 68 41 68.449 41 69 C 41 69.551 41.449 70 42 70 C 42.551 70 43 69.551 43 69 C 43 68.449 42.551 68 42 68 z M 46 68 C 45.449 68 45 68.449 45 69 C 45 69.551 45.449 70 46 70 C 46.551 70 47 69.551 47 69 C 47 68.449 46.551 68 46 68 z M 50 68 C 49.449 68 49 68.449 49 69 C 49 69.551 49.449 70 50 70 C 50.551 70 51 69.551 51 69 C 51 68.449 50.551 68 50 68 z"/></svg> </a> </div> <main id="site-main" class="site-main outer"> <div class="site-header-content"> <h1 class="section-title"> Customer retention </h1> <h2 class="site-description"> Read through a treasure trove of content all around the subject of customer retention. </h2> </div> <div class="feature-post-wrapper tag-list"> <div class="post-feed"> <article class="post-card"> <a class="post-card-image-link" href="/developing-scalable-customer-retention-lifecycle-programs/"> <img class="post-card-image" src="/content/images/size/w800/2024/11/10-tips-for-developing-scalable-customer-retention-and-lifecycle-programs.png" alt="10 tips for developing scalable customer retention and lifecycle programs" /> </a> <div class="post-card-content"> <div class="post-visibility-paid" href="/signin">Members-only</div> <a class="post-card-content-link" href="/developing-scalable-customer-retention-lifecycle-programs/"> <header class="post-card-header"> <span class="post-card-tags">Exclusive content</span> <h2 class="post-card-title">10 tips for developing scalable customer retention and lifecycle programs</h2> </header> <section class="post-card-excerpt"> <p>Retention is at the heart of sustainable growth.聽In this article, discover ten tips for developing scalable customer retention and lifecycle programs....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Kevin Lau </div> <a href="/author/kevin/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/06/Kevin-Lau.jpeg" alt="Kevin Lau" /> </a> </li> </ul> <span class="reading-time">15 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/the-core-fundamentals-of-customer-onboarding/"> <img class="post-card-image" src="/content/images/size/w800/2024/10/crm--3--1.jpg" alt="Why customer marketing belongs in a customer onboarding strategy" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/the-core-fundamentals-of-customer-onboarding/"> <header class="post-card-header"> <span class="post-card-tags">Customer success</span> <h2 class="post-card-title">Why customer marketing belongs in a customer onboarding strategy</h2> </header> <section class="post-card-excerpt"> <p>Let&#39;s be clear: Customer onboarding isn&#39;t just the responsibility of customer success. Yes, customer success teams are the main point of contact and are the ones who first and foremost guide a new customer through the process. But they&#39;re not the only team with a stake in the game....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Grace Gupta </div> <a href="/author/grace/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/07/Grace-Gupta.jpeg" alt="Grace Gupta" /> </a> </li> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/what-is-customer-relationship-marketing/"> <img class="post-card-image" src="/content/images/size/w800/2024/10/crm.jpg" alt="What is customer relationship marketing?" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/what-is-customer-relationship-marketing/"> <header class="post-card-header"> <span class="post-card-tags">Customer marketing</span> <h2 class="post-card-title">What is customer relationship marketing?</h2> </header> <section class="post-card-excerpt"> <p>Customer relationship marketing is a marketing strategy that companies use to center their business and product marketing efforts around customer relationships, customer needs, and customer loyalty. The approach focuses on using customer feedback and data to optimize product marketing....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Grace Gupta </div> <a href="/author/grace/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/07/Grace-Gupta.jpeg" alt="Grace Gupta" /> </a> </li> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/what-it-means-to-have-a-high-customer-retention-rate-2/"> <img class="post-card-image" src="/content/images/size/w800/2024/09/CMA_Website_Article_Images_Stock--2---1-.jpg" alt="What it means to have a high customer retention rate" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/what-it-means-to-have-a-high-customer-retention-rate-2/"> <header class="post-card-header"> <span class="post-card-tags">Customer marketing</span> <h2 class="post-card-title">What it means to have a high customer retention rate</h2> </header> <section class="post-card-excerpt"> <p>When a company has a high customer retention rate, buyers return to purchase products or services on more than one occasion. When retention rates are high, this bodes against customer churn....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Lawrence Chapman </div> <a href="/author/lawrence/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/Lawrence-Chapman.png" alt="Lawrence Chapman" /> </a> </li> </ul> <span class="reading-time">10 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/top-four-best-practices-for-driving-customer-retention/"> <img class="post-card-image" src="/content/images/size/w800/2024/08/CMA_Website_Article_Images_Doodles--2-.png" alt="Top four best practices for driving customer retention" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/top-four-best-practices-for-driving-customer-retention/"> <header class="post-card-header"> <span class="post-card-tags">Customer retention</span> <h2 class="post-card-title">Top four best practices for driving customer retention</h2> </header> <section class="post-card-excerpt"> <p>Creating an effective retention strategy is no small feat! As I鈥檓 sure many of you can relate to, it鈥檚 always work in progress. With each campaign I learn more about how customer marketing can drive retention in a scalable way. Here are some top tips that I鈥檝e learned so far:...</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Hannah McKeen </div> <a href="/author/hannah-mckeen/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2023/06/hannah-mckeen.jpeg" alt="Hannah McKeen" /> </a> </li> </ul> <span class="reading-time">4 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/meaningful-metrics-how-to-transform-your-customer-programs-into-assets-that-impact-business-growth/"> <img class="post-card-image" src="/content/images/size/w800/2022/06/eskay-lim-PK6NDtsYy00-unsplash--1-.jpg" alt="Meaningful metrics: How to transform your customer programs into assets that impact business growth" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/meaningful-metrics-how-to-transform-your-customer-programs-into-assets-that-impact-business-growth/"> <header class="post-card-header"> <span class="post-card-tags">Exclusive content [free preview]</span> <h2 class="post-card-title">Meaningful metrics: How to transform your customer programs into assets that impact business growth</h2> </header> <section class="post-card-excerpt"> <p>transforming your customer program through metrics is a journey. It&#39;s a journey that&#39;s going to take time, effort, consistency, deep collaboration with internal teams, and resources to help you get over the finish line....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Kevin Lau </div> <a href="/author/kevin/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/06/Kevin-Lau.jpeg" alt="Kevin Lau" /> </a> </li> </ul> <span class="reading-time">11 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/how-to-reduce-customer-churn-and-increase-customer-retention/"> <img class="post-card-image" src="/content/images/size/w800/2022/05/susan-q-yin-BiWM-utpVVc-unsplash--1-.jpg" alt="How to reduce customer churn and increase customer retention" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/how-to-reduce-customer-churn-and-increase-customer-retention/"> <header class="post-card-header"> <span class="post-card-tags">Customer retention</span> <h2 class="post-card-title">How to reduce customer churn and increase customer retention</h2> </header> <section class="post-card-excerpt"> <p>While it鈥檚 unrealistic to strive for 0% churn, understanding what your current churn rates are, and using them to inform your practices to improve customer retention can be the ultimate game-changer for your organization....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Eve Chatfield </div> <a href="/author/eve/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/c0f1cd5c-fe6e-48fb-8a4e-c1f7d7553cdf.JPG" alt="Eve Chatfield" /> </a> </li> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/foster-a-retention-centric-culture-roadmap-for-senior-leaders/"> <img class="post-card-image" src="/content/images/size/w800/2024/06/mareks-steins-8arrLrW-sHg-unsplash--1-.jpg" alt="Foster a retention-centric culture: Roadmap for senior leaders" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/foster-a-retention-centric-culture-roadmap-for-senior-leaders/"> <header class="post-card-header"> <span class="post-card-tags">Article</span> <h2 class="post-card-title">Foster a retention-centric culture: Roadmap for senior leaders</h2> </header> <section class="post-card-excerpt"> <p>Retention is the unsung hero of your marketing strategy. Model customer-centric behaviors and reward retention-focused efforts, to transform the organizational mindset from acquisition-first to retention-driven....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Eve Chatfield </div> <a href="/author/eve/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/c0f1cd5c-fe6e-48fb-8a4e-c1f7d7553cdf.JPG" alt="Eve Chatfield" /> </a> </li> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/customer-vs-community-engagement-know-the-difference/"> <img class="post-card-image" src="/content/images/size/w800/2024/05/CMA_Framework_Tiles_community.jpg" alt="Customer vs. community engagement: Know the difference" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/customer-vs-community-engagement-know-the-difference/"> <header class="post-card-header"> <span class="post-card-tags">Customer collaboration</span> <h2 class="post-card-title">Customer vs. community engagement: Know the difference</h2> </header> <section class="post-card-excerpt"> <p>Not all forms of engagement are created equal. Understanding the distinctions between customer engagement and community engagement is crucial....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Eve Chatfield </div> <a href="/author/eve/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/c0f1cd5c-fe6e-48fb-8a4e-c1f7d7553cdf.JPG" alt="Eve Chatfield" /> </a> </li> </ul> <span class="reading-time">6 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/how-to-calculate-your-customer-retention-rate-and-increase-it/"> <img class="post-card-image" src="/content/images/size/w800/2024/05/CMA_Framework_Tiles_retention.jpg" alt="How to calculate your customer retention rate (and increase it)" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/how-to-calculate-your-customer-retention-rate-and-increase-it/"> <header class="post-card-header"> <span class="post-card-tags">Article</span> <h2 class="post-card-title">How to calculate your customer retention rate (and increase it)</h2> </header> <section class="post-card-excerpt"> <p>If you sell a product, have you sold it to the same client more than once? Congratulations, you鈥檝e just retained a customer. If you provide an ongoing service and a client sticks with you for more than a day then, yep, you鈥檙e retaining customers....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Gareth Watkins </div> <a href="/author/gareth/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/Gareth-Watkins.jpeg" alt="Gareth Watkins" /> </a> </li> </ul> <span class="reading-time">9 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/effective-engagement-channels-for-advocacy-and-retention/"> <img class="post-card-image" src="/content/images/size/w800/2024/05/CMA_Framework_Tiles_engagement_channels.jpg" alt="Effective engagement channels for advocacy and retention" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/effective-engagement-channels-for-advocacy-and-retention/"> <header class="post-card-header"> <span class="post-card-tags">Article</span> <h2 class="post-card-title">Effective engagement channels for advocacy and retention</h2> </header> <section class="post-card-excerpt"> <p>How you approach, connect with, and build relationships with your customers is a vital part of the customer marketing machine. Picking when and where you connect with your customers is just as important as how you connect with them....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Eve Chatfield </div> <a href="/author/eve/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/04/c0f1cd5c-fe6e-48fb-8a4e-c1f7d7553cdf.JPG" alt="Eve Chatfield" /> </a> </li> </ul> <span class="reading-time">7 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/the-power-of-customer-events-in-building-brand-loyalty/"> <img class="post-card-image" src="/content/images/size/w800/2024/05/CMA_Framework_Tiles_events.jpg" alt="The power of customer events in building brand loyalty" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/the-power-of-customer-events-in-building-brand-loyalty/"> <header class="post-card-header"> <span class="post-card-tags">Article</span> <h2 class="post-card-title">The power of customer events in building brand loyalty</h2> </header> <section class="post-card-excerpt"> <p>One of the most impactful things I&#39;ve learned is the immense value of connecting customers directly with product teams. By facilitating this connection through engaging customer events, we gain invaluable insights, forge stronger relationships, and fuel customer-led growth....</p> </section> </a> <footer class="post-card-meta"> <ul class="author-list"> <li class="author-list-item"> <div class="author-name-tooltip"> Ari Hoffman </div> <a href="/author/ari/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2022/11/Ari-hoffman.jpeg" alt="Ari Hoffman" /> </a> </li> <li class="author-list-item"> <div class="author-name-tooltip"> Robert Maddox </div> <a href="/author/robert-maddox/" class="static-avatar"> <img class="author-profile-image" src="/content/images/size/w100/2024/03/robert-Maddox.jpeg" alt="Robert Maddox" /> </a> </li> </ul> <span class="reading-time">6 min read</span> </footer> </div> </article> <article class="post-card"> <a class="post-card-image-link" href="/cmas-guide-to-customer-retention-initiatives/"> <img class="post-card-image" src="/content/images/size/w800/2023/12/will-o-St4qInZrYC4-unsplash--1-.jpg" alt="Customer Marketing Alliance鈥檚 guide to customer retention initiatives" /> </a> <div class="post-card-content"> <div class="post-visibility-public" href="/signin">Members-only</div> <a class="post-card-content-link" href="/cmas-guide-to-customer-retention-initiatives/"> <header class="post-card-header"> <span class="post-card-tags">Customer marketing</span> <h2 class="post-card-title">Customer Marketing Alliance鈥檚 guide to customer retention initiatives</h2> </header> <section class="post-card-excerpt"> <p>Retaining customers has far more impact on the success of your business than any customer acquisition strategy. 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// Stop checking once the button is found viewPlansButton.addEventListener("click", function (event) { console.log("viewPlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("viewPlansButton was not found on the page"); console.log(viewPlansButton); } const changePlansButton = portalIframe.contentDocument.querySelector('.gh-portal-btn.gh-portal-btn-list[data-test-button="change-plan"]'); if (changePlansButton) { console.log(changePlansButton); console.log("changePlansButton was found!"); clearInterval(intervalId); // Stop checking once the button is found changePlansButton.addEventListener("click", function (event) { console.log("changePlansButton was clicked!"); setTimeout(function () { setPortalPricing(portalIframe); attachClickListeners(portalIframe); }, 30); }); } else { console.log("changePlansButton was not found on the page"); console.log(changePlansButton); } if(intervalId) { clearInterval(intervalId); 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