Retaining Customers has been found to be the most effective way of increasing profits.
The costs of acquiring new customers is much higher than the cost of retaining existing customers.  While it may be true that in most markets and economies, customers are unlikely to move from provider to provider, in hyper - competitive markets, customers know they get similar services elsewhere and may leave for almost no reason at all. A happy customer cost very little, while going out and getting new customers can be a very expensive proposition. Therefore, to reduce the natural tendancy of user attrition, companies are looking for ways to ensure their users are motivated to stay. Digital Substrate understands the importance of customer retention and how retention is affected by customer relationships. Along these lines Digital Substrate has advanced the personalization concepts used in CRM systems and has applied them to Ecommerce, and other customer facing systems. The result of these systems is higher ROI and more satisfied customers - a goal proactive organizations are actively seeking.

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