What Is CPA?

CPA Cost per Acquisition Measurement

Filed under - Definitions

What Is CPA?

CPA stands for cost per acquisition. It is the cost to acquire a new customer.

It is typically used to work out the sales and marketing cost within the company, but it can also be used in a BPO, call centre or contact centre environment.

It gives a guide about how expensive it is to acquire a new customer. It also allows you to compare the cost of gaining new customers with that of retaining existing customers – which is particularly useful in a call centre. It is typically said that it is 5 times cheaper to retain a customer than it is to recruit a new one.

CPA (Cost Per Acquisition) Formula

The formula is

CPA (Cost Per Acquisition) = Total Sales and Marketing Costs
Number of New Customers

It can also be broken down into a more granular level.

So, to get the CPA, divide the total cost of your campaign by the number of conversions.
There is no “industry standard” for CPA as it depends very much on your sector and your type of business.

Customer Lifetime Value (CLV)

Another similar metric is Customer Lifetime Value (CLV), which is the financial benefit that is derived from a customer’s lifetime interactions with your company.

For more great articles on customer value, read these next:

Published On: 22nd Apr 2022 - Last modified: 26th Apr 2022
Read more about - Definitions

Recommended Articles

jargon definition
Definition: Contact Centre Jargon and Terminologies
The Erlang C Formula
Erlang C Formula - Made Simple With an Easy Worked Example
A picture of the Erlang A formula
A Beginner’s Guide to the Erlang A Formula
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.