Finding 1. The hunt is on for new customers; most companies continue to favor growth over cost-cutting.
In general, companies are placing greater emphasis on acquiring new customers rather than on ways to achieve revenue growth or increase profits. That's especially true for B2C companies. But for companies that serve other businesses, doing more business with current clients is also an important goal. To earn repeat business, these firms need to know their customers well and provide first-rate customer service. This helps explains why B2B companies—and especially companies that are both B2B and B2C—place a higher priority on engaging and analyzing customers.

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