"Your product/service has to be great, and the customer experience also has to be great. All the clever marketing in the world is not going to fix it [if that's not the case]. It's not going to keep your customers sticking around if they're not satisfied and getting real value on these points."
"About how much time and effort, and on a percentage basis, are you seeing being absorbed by retention marketing in your world? Well, you may be surprised to learn that among most B2B marketers, it averages out to be around 15%."
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