The fact that 63% of respondents in a recent Forrester survey reported that the majority of their revenue is produced by existing customers emphasizes the importance of customer retention.
Each customer’s lifetime value (CLV) is maximized when the quality of their experience in purchasing, owning, and using your products and services are optimized. When it’s easy to learn about your offerings, compare your offerings to competitors, price your offerings, purchase them and then obtain any support or services required in using them, customers not only continue purchasing from you, they are often moved to recommend you to others.