http://www.cultivatingyourcustomers.com/2009/12/29/how-do-you-know-what-you-know-guest-post/ Building customer retention and loyalty Wed, 30 Nov 2011 09:36:47 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.cultivatingyourcustomers.com/2009/12/29/how-do-you-know-what-you-know-guest-post/comment-page-1/#comment-336 Rohn Jay Miller Mon, 04 Jan 2010 15:31:31 +0000 http://www.cultivatingyourcustomers.com/?p=326#comment-336 Mark: Great post, especially as it explores the multi-dimensional nuances of what makes a "best customer." This also has me thinking that one metric could called "cost to sustain vs. cost to acquire," that is, what it costs a company to keep engaging with an existing client to sustain that relationship and keep the customer buying, versus the cost of going out an getting a new customer. This might also be called "value to sustain," what the net value is of the customer. One impact of this metric is that companies should think about "weeding" over-all low value customers and focus some attention on acquiring over-all high value customers. Mark: Great post, especially as it explores the multi-dimensional nuances of what makes a “best customer.” This also has me thinking that one metric could called “cost to sustain vs. cost to acquire,” that is, what it costs a company to keep engaging with an existing client to sustain that relationship and keep the customer buying, versus the cost of going out an getting a new customer. This might also be called “value to sustain,” what the net value is of the customer. One impact of this metric is that companies should think about “weeding” over-all low value customers and focus some attention on acquiring over-all high value customers.

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