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MarketingProfs B2B Forum

October 9, 2013 @ 8:00 am - October 10, 2013 @ 5:00 pm

A Guide to Reducing Your Churn Rate and Increasing Customer Loyalty

Despite the fact that customer acquisition costs double the amount it takes to retain customers, customer retention, and loyalty is often ignored in the effort to constantly bring in new leads. This panel of experts will provide an overview of the changing landscape of customer retention, followed by a discussion about different business models, who should own it within your organization or marketing department, tools you can use, and KPIs you need to think about. Additionally, we’ll provide you with examples from B2B marketers who are doing it well.

You will learn:

  • KPIs that you can base your own projections on
  • Several business models for customer retention for budgets large and small
  • Examples you can draw from



Joanna Lord— CMO, BigDoor Media, Inc.

Renea Nielsen—Retention Marketer, Moz
Susan Emerick —Manager, Enterprise Social Strategy & Programs, IBM

Additional panelists to be announced.


October 9, 2013 @ 8:00 am
October 10, 2013 @ 5:00 pm


Copley Center
Boston, United States