Customer Retention Planning Guide

Customer Retention Planning Guide

Retain customers and grow your business with our retention guide

We think customer retention doesn't get enough attention.


Here are 3 cold, hard facts we present at the start of our retention guide explaining why customer retention is so important:


  • It is 5-7 times more expensive to acquire a new customer than to keep an old one
  • It costs a company $234 every time they lose a customer
  • Loyal customers are worth up to 10 times as much as their first purchase


Given these facts, it makes sense you have a proactive, well-planned approach to customer retention and growth, yet many businesses don't.



In this guide, E-CRM specialist Andrew Campbell explains how to create a customer retention strategy using a range of frameworks and examples.


This guide is structured around 7 Steps as with our other guides to key digital marketing activities:


  1. Review the effectiveness of the current retention programme
  2. Define customer retention strategy
  3. Design customer communications programmes
  4. Deliver personalised experiences
  5. Deliver seamless, multichannel experiences
  6. Unlock the power of content
  7. Align the organisation and technology



Each section includes best practice tips and strategy recommendations plus frameworks to help you structure your plans, for example:


  • Retention roadmap
  • Retention opportunity grid
  • Customer journey analysis
  • Groundswell social media interaction model



If you are interested to get a preview of this Customer Retention Planning Guide, please contact us here.

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