Brands still obsessed by customer acquisition despite higher ROI on retention

New Econsultancy and Responsys report into cross-channel marketing finds nearly one-quarter of marketers still aren't conducting any relationship marketing despite recognising the importance of customer lifetime value

Companies continue to focus on acquiring customers and fail to invest in relationship marketing despite the fact that customer retention is more valuable, a new survey claims.

The second annual Cross-Channel Marketing Report, which was published by Econsultancy in association with Responsys, found 22 per cent of companies conduct no relationship marketing at all, and just 30 per cent of companies are “very committed” to the practice.

Nearly two-thirds of respondents have not yet made the move away from a campaign-centric approach, and 44 per cent say their main focus is on acquisition, compared to just 16 per cent focused mainly on retention.

This is despite the fact that 70 of respondents agreed it is cheaper to retain than acquire a customer, and 49 per cent agreed they achieve better ROI by investing in relationship over acquisition marketing. In addition, just 21 per cent thought their companies should focus more on acquisition versus retention. The majority of respondents (56 per cent) said there should be an equal focus on retention and acquisition.

The research was based on a survey of nearly 900 companies and agencies in April and May this year.

“As customer behaviours change and information is consumed from an ever greater number of channels, it will become more important to build relationships at an earlier stage of the customer decision making process,” the report stated.

“Companies switching away from static, campaign-centric models to those that place an emphasis on lifetime customer value are likely to be those that succeed in achieving sustainable and growing revenue streams in the future.”

The most common barriers preventing companies from committing to a better customer relationship cited include a lack of resources, and a lack of a clearly defined strategy. When it comes to customer retention, respondents said email and mobile messaging were the better channels, while paid search was the least relevant.

Aussie marketing budgets are up along with technology spend: Report
5 steps to conquer multi-channel marketing
Australian marketers don’t get cross-channel marketing

In a sign that more marketers are getting the importance of relationship marketing, the report did find a larger proportion of companies claim digital channels are “very integrated” with their broader marketing strategy compared to last year. However, still less than half of companies sit in this camp.

Respondents were also asked which channels offered the greatest opportunities over the next year. Social media marketing topped the list with 50 per cent of the vote, followed by email (43 per cent) and website (35 per cent).

As has been seen in the recent IAB Australia report into digital advertising spending, mobile continues to prove the growing channel of investment, and 44 per cent of marketers surveyed by Econsultancy said they are using mobile Web as part of their marketing efforts, up from 35 per cent last year.

“The mass marketing era is over, replaced by personalisation on a large scale, which is powered by data,” Responsys senior director of marketing and alliances EMEA, Simon Robertson, stated in the report.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, or join us on Facebook: https://www.facebook.com/CMOAustralia

Signup to CMO’s new email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Marketing skills in a virtual world

It wasn’t so long ago that CMOs and marketers came to realise they were under-resourced in managing their rapidly expanding digital activities. In fact, many marketing departments are still today far from optimal resourcing levels, if not noticeably below.

Making Korean brands sexy

If you told someone in the 1980s that South Korean brands would one day supersede many Western and Japanese competitors for innovation, brand management and profitability, they would have declared you insane. But that is exactly what has happened.

Why good leadership starts with leading yourself

Many people first taste leadership when they receive a promotion and find themselves ‘leading’ a team. Over time, the team, and the leader’s responsibility, grows. But do they become better leaders?

Anthony Howard

Executive mentor and founder, The Confidere Group

Smartmobile phones have changed the human life greatly. Nowadays, more and morecompanies are providing best solution for smart mobile pho...

alva christi

In Pictures: 16 great iPhone app battles - Slideshow - CMO Australia

Read more

Interesting to see a big brand like Adobe getting involved in this space when interactive video tools already exist. Interlude's Treehous...

Nedd

Adobe's new interactive shoppable video experience

Read more

Both the elegance and the risk of misuse of NPS lay in its simplicity of collecting the "score". This is why, whilst individual companies...

Pete Nicholls

Against Net Promoter: A new way of interpreting the customer data deluge

Read more

iinet have gone from one on the best customer service providers to as they have grown just another frustrating Telco. As a customer of o...

Disillusioned

How voice analytics helps iiNet hear customer problems on its network

Read more

The interesting question is whether 'campaigns' is even a relevant term any longer. We seem to work in an environment of continuous, omni...

Geoff Brooks

Marketing skills in a virtual world - Customer and marketing relations - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in