The research of philip kotler, a western marketing expert, and the experience of enterprises show that the cost of winning a new customer is five times that of retaining an old customer, and the profit contributed by old customers is 16 times that of new customers. This is the essence of customer relationship management that is often said now.

The MBA of Sheng Di Business School also said that you can maintain five old customers perfectly with the cost of developing a new customer. It can be seen that the benefits, returns and importance of maintaining old customers are great.