We are all familiar with the 80/20 rule – 80% of your revenue can be contributed to 20% of your customers. But did you know that according to a study by Bain & Company, increasing customer retention rates by just 5% increases profits by 25% to 95%? And it’s much less expensive to keep a customer than acquire a new one - 82% of companies agree that retention is cheaper to execute than acquisition, according to an eConsultancy report. So just how customer-focused....

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