The mantra (I know, I hate using that term out of context as well) I use with my clients is “Retention, Not Acquisition.”
That means businesses should put 75% of their efforts into retaining customers or users or community or whatever the relationship-model is with their constituents and 25% of their efforts into acquiring new ones.
Twitter should hire me…
Twitter: The Tail That Wags the Dog – David Smith: “However, Twitter seems to have forgotten its roots. The long tail of Innovators and Early Adopters at the head of the adoption curve does not become irrelevant to your audience once you begin to welcome the Majorities. The same people who pioneered the adoption of your platform would also be the people leading an exodus. That exodus may have just begun.”