Danger! Customer Retention Curves Ahead

November 4, 2016

The retain/actualize phase of the post-sale customer lifecycle is often overlooked because organizations think that customers who get to this phase are already “part of the family.” The reality is that customers are probably more vulnerable to defection and open to competitive pressures in this phase. Why? Because this is when the motions of renewal begin. The honeymoon is over – and the customer must be able to see tangible results that can be justified to support continuing or expanding the relationship.

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