Lessons from 11 Years of Building an Agency — and What Happened After
Ecommerce Playbook: Numbers, Struggles & Growth
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Maximizing Client Value and Retention
This chapter emphasizes the operational philosophy of agencies focusing on net revenue retention over client turnover. It explores strategies for expanding existing client relationships and maintaining integrity during client transitions, while also advocating for technology adoption to enhance efficiency. The discussion highlights the value of specialized agency talent and critiques common business growth narratives, exploring the balance between in-house teams and agency partnerships.
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