FROM CLICKS TO CUSTOMERS: MANAGING THE FULL FUNNEL FOR SUSTAINABLE GROWTH

Sarjani (Universitas Riau Kepulauan)
Lukmanul Hakim (Universitas Riau Kepulauan, Indonesia)
Dahrul Aman Harahap (Universitas Riau Kepulauan, Indonesia)

Multidiciplinary Output Research for Actual and International Issue (Morfai Journal)
Vol. 6 No. 1 (2026): Multidiciplinary Output Research For Actual and International Issue

In the digital marketing landscape, a pervasive focus on top-funnel metrics like clicks and impressions often neglects downstream conversion and retention, leading to inefficient spend and unsustainable growth. This study addresses the critical need for an integrated, full-funnel management strategy that aligns marketing activities with long-term customer value. The objective is to demonstrate how a holistic funnel approach, from awareness to advocacy, enhances customer acquisition cost (CAC) efficiency and lifetime value (LTV). Employing a mixed-methodology approach, the research analyzed performance data from a multi-brand portfolio over 18 months and conducted in-depth interviews with marketing executives. The results indicate that organizations implementing integrated funnel management achieved a 24% improvement in CAC and a 35% increase in customer retention rates. The discussion highlights the importance of data integration, cross-channel orchestration, and aligning KPIs across funnel stages. It is concluded that sustainable growth is contingent on shifting from isolated campaign tactics to a cohesive, customer-centric funnel strategy, ensuring marketing efforts contribute directly to enduring business health.