As we enter 2026, the economics no longer support that model.

Loyal customers are a beautiful thing. As they grow to trust your brand, they’ll buy more, and more expensive, products over time. This enduring loyalty positively impacts your customer retention rate ...

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.

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 ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business landscape is fierce. Your company is competing not only with your direct ...

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 ...

Gamification offers a captivating and entertaining solution to irrelevant emails. Email gamification is quite effective, but it needs to resonate with your customers and be approached with ...

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

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 ...