Kevin Keller um mikilvægi þess að halda í núverandi viðskiptavini

* Acquiring new customers can cost five times more than the costs involved in satisfying and retaining current customers.

* The average company loses 10 percent of its customers each year.

* A 5 percent reduction in the customer defection rate can increase profits by 25 percent to 85 percent, depending on the industry

* The customer profit rate tends to increase over the life of the retained customer.

Kevin Keller - Strategic Brand Management