Patient Engagement

Why Tracking Lifetime Value Metrics Can Help Retention Efforts

Suzanne Sawyer, senior vice president, chief marketing and communications officer, Johns Hopkins Medicine

If acquiring a new customer is up to 25 times more expensive than retaining an existing one, why is so much attention paid to patient acquisition and so little to retention? Even the definition of “new patient” is relative. At what point does a former patient who has leaked out of the system have to Read More