improving customer services and engagement through ICT

Acquiring a new customer is five times as expensive as retaining an existing customer and yet, most marketing dollars are spent on trying to acquire new customers! There is a 60-70% probability of selling to an existing customer vs. 5-20% probability of selling to a new customer! How can Metrics like Customer Lifetime Value (CLV) and Net Promoter Score (NPS) and solutions like Know Your Customer (KYC) and Customer Delight help you to improve your customer retention?