Too many companies focus on customer acquisition and don't think about how to sell more to existing customers. Their back-end becomes automatic, and they spend very little time on it.
Companies test dozens of front-end offers, and rarely try new creative approaches to their back-end mailings. In reality all your profits come from back-end mailings, and that deserves as much, if not more, attention than acquisition mailings.
Source: Avrick Direct, 10/8/13
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