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keeps companies in business. After all, brands succeed when customers choose to use their products or services to meet their needs. Over and over again. When organizations fail to hang onto customers, it’s costly for the business. On the flip side, managing to retain customers over time could help brands save on customer acquisition costs (CAC) and achieve higher profits.
That’s why there’s tremendous value in building out a customer retention strategy
Here are the fundamentals of customer retention marketing that we’ll cover:
- What is customer retention marketing?
- Why is customer retention marketing important?
- Customer retention marketing: Why now?
- Customer retention marketing vs acquisition marketing
- Customer retention marketing campaign examples
- Acquisition marketing campaign examples
that fosters long-term relationships and engagement. In this guide, we’ll provide you with the tools, resources, and guidance needed to do just that.
Why is customer retention marketing important?
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is important because it fosters sustainable growth for businesses and helps keep marketing costs in check. That’s because it’s more costly to acquire new customers than to get existing customers to make repeat purchases—6-7X more expensive. In addition to yielding cost savings, well-designed customer retention marketing efforts help brands boost critical KPIs, such as conversions, purchases, profits, customer lifetimes, and customer lifetime value.
1. Using cross-channel customer engagement strategies can increase retention. For example, Braze research shows that brands see an average uplift of 56% in 90-day retention for each new channel they add to their marketing mix (up to a total of six).
Customer retention marketing: Why now?
Given today’s ongoing market fax list
uncertainty, companies can’t afford costly media investments that fail to deliver desired results. More than ever, customer retention marketing is crucial for fueling long-term business viability.
Brands cannot afford to lose valuable, current customers, making retention marketing even more important. When customer acquisition costs are greater than customer lifetime value, that’s an untenable business model.
It’s no wonder then that more and more brands are planning to increase their investment in retention marketing efforts. Research conducted for the 2025 Global Customer Engagement Review found that 42% of marketers surveyed spent more than half of their marketing on retention efforts.