This a fantastic list for all companies not just agencies! I think more than anything is the perception that new business has more value over new work from existing clients. I think part of the problem has to do with a fear that we must always bring in new business in the event that our existing clients choose to leave.

It seems like companies focus so much on the “insurance” aspect of new business that they don't do all they can to deliver and foster existing clients so those clients don't even THINK of leaving.

Obviously, I'm not against new biz but the cost of acquisition is substantially higher than working your base.

Cheers!

Travis Robertson
http://travisrobertson.com