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Paul Lemberg's Articles in Customer Service

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  • Which Is Better: Repeat Business Or New Customers? - Part 2 Of 2
    Recently we asked which was more important: new customer growth or repeat business?

    The answer depends on your business goals. If you want fast-paced quantum growth, you should concentrate energy on adding new customers. But if your goals are more incremental - if you envision continual year over year growth in the 10 to 20 percent range - booking repeat customer revenue is far easier than adding new customers.

    (Of course, don't lose sight of new customer acquisition; d...
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