Impressive numbers indeed, and they only confirm that customer retention is a requirement for sustainable business growth. Building on Bill Quiseng’s quote, CRM can be used for customer retention as much as for customer acquisition, but for this it should be transformed into a holistic customer experience management (CXM) platform to encourage repetitive sales by nurturing and rewarding existing customers. Perhaps, no other system can provide such a reasonable balance of initial efforts needed to get started and bottom line results. It also reflects and enforces necessary changes in the organizational mindset and culture, albeit incremental. To illustrate my point, here’s one of my recent guides: