Two companies acquire users at the same cost, in the same market, with similar products. Twelve months later, one has 38% revenue retention and the other has 71%.
The product isn’t the variable. The marketing isn’t the variable. The variable, in nearly every case Ubitello Limited has examined, is whether the company’s growth, marketing, experience, and support functions operate as a connected system or as four separate departments politely sending emails to each other.
According to Ubitello, retention is the metric where organizational connectedness compounds – and the metric where disconnectedness silently destroys value. [Read more…] about Why Disconnected Teams Are Silently Killing Your Retention, Says Ubitello Limited