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Despite the fact this plugs a neat postal service (UK only), it makes some good points on complacency - i.e. marketing spend on new clients can be a waste if you gain 10% more clients a year, yet lose 10% of existing clients by ignoring them.
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Yep, I agree. The real message here is doing a little extra for your existing clients. We have services similar to the one they're plugging, but I can't remember their names.