Bringing in new customers is essential to constantly building your business, but losing existing customers may have an even larger impact on your bottom line than you realize. At one company, which experienced a customer-attrition rate of 15%, losing customers was also decreasing its margins, write Karl Stark and Bill Stewart of Avondale. "Improving customer retention not only would allow the client to grow more quickly, it would also slow the price compression that was mercilessly eating into its margins," they write.

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