The work of an agency is to plan and execute its clients’ strategies—but once a client’s initial goals have been reached, what comes next? It is a perennial challenge for agencies: the crucial task of ...

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 ...

DJ Paoni is the CEO of Certinia, which empowers leading technology and services organizations to deliver customer value with certainty. Evolving customer expectations are redefining the very concept ...

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 ...