Keeping Customers in the Printing Industry: Why Retention Matters

Losing customers? You’re not alone. Studies show that businesses naturally lose a percentage of their customer base every year. Google estimates that companies can expect to lose around 15% of customers annually, while the average B2B churn rate sits at 6.7% according to the Customer Success Report.

There are countless reasons why customers leave—competition lures them away, they chase better pricing, or they simply step away from print altogether. The reality is, in an industry as competitive as printing, businesses must constantly attract new customers just to maintain their current revenue. However, research from Bain & Company reveals a game-changing insight: increasing customer retention by just 5% can boost profits by 25% to 95%.

So, how can print providers, including those in the inkjet space, reduce customer loss and build long-term business relationships?

The Power of Customer Loyalty and Integration

One of the most effective ways to keep customers engaged is by making your services indispensable. Printing companies that create strong customer dependencies spend less time scrambling for new clients and more time scaling their business. On the other hand, those without deeply integrated customers are constantly chasing new sales, which means less focus on strengthening current relationships and more stress over revenue gaps.

But what exactly does it mean for a customer to be "embedded" in your business?

What is an Integrated Customer?

An integrated customer is one who finds it difficult to switch vendors because your services are deeply woven into their business operations. These customers don’t simply send files to a new printer at the click of a button—switching suppliers would require a major shift in their workflow.

Here’s what makes customers stay with you:
✅ You manage their data or variable printing needs.
✅ Your systems are embedded in their ordering and fulfillment processes.
✅ You provide custom solutions that take time and effort to replicate elsewhere.
✅ Transitioning to a new vendor would be costly and time-consuming.

When a printing company becomes an essential part of a client’s business infrastructure, the barriers to switching become much higher. This is why businesses with strong customer retention strategies consistently outperform those that rely solely on acquiring new customers.

Building Stronger Customer Relationships with Inkjet Technology

At DPi, we understand the importance of customer retention in the printing industry. That’s why we provide advanced variable inkjet printing solutions that seamlessly integrate with data-driven workflows, automated fulfillment systems, and customized production environments.

Want to strengthen customer loyalty and create long-term client relationships? The right technology, combined with exceptional service and seamless integration, can make all the difference.

Ready to transform your customer retention strategy? Let’s talk about how DPi’s inkjet solutions can help you build lasting partnerships.