Tag: customer retention

November 13, 2023

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer data can spell the difference between a thriving enterprise […]

October 12, 2023

Predictive analytics offers brands a powerful tool to boost customer retention and improve the customer experience. By leveraging data and predictive modeling, brands can gain granular insights into customer behavior and predict the churn risk for each customer. With the […]

September 30, 2022

Acquiring and keeping customers is the yin and yang of any business. We need customers to win new ones. Yet, most businesses treat customer acquisition and retention as if they were contraries — like summer and winter. Customer acquisition is […]

September 23, 2022

Marketing’s role beyond the point of sale is a gray area. While we’d all broadly agree that our job is to create demand by helping businesses recognize they have problems, fewer would agree that keeping new customers happy should be […]

June 30, 2022

Nike’s results show that its mobile connections to consumers are key in supporting revenue growth and customer retention. The company’s family of apps helped drive almost half of its total digital business, putting it on course to reach a longer-term […]

December 9, 2021

AI-based marketing enables brands to personalize the customer experience while providing real-time decisioning based on the actionable insights that are obtained through the analysis of massive amounts of historical and current customer data. In fact, according to a report from […]

September 7, 2021

Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that […]

April 9, 2021

The pandemic has had a profound impact on the business-to-business (B2B) sales process. Customers’ demands for digital interaction have increased — and things are unlikely to go back to the way they were, at least anytime soon. McKinsey’s B2B Decision […]

October 15, 2020

Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet […]

June 5, 2020

SaaS giveth and SaaS taketh away. The subscription economy changed the game for software companies, smoothing out otherwise lumpy business models and powering bountiful booking backlogs. But shorter contract terms mean that customers can easily defect, which is why SaaS […]

January 9, 2020

Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives. Despite that, American Express research found a significant increase in consumer satisfaction in recent years. However, […]

October 22, 2019

Customer service is more than a compliant department – it’s the act of providing assistance to the customer before, during and after a purchase. Its widely accepted that customer retention is cheaper to customer acquisition. A mere increase of 5% […]

August 13, 2019

When the first software-as-a-service (SaaS) solutions debuted in the late 1990s, the nature of technology businesses fundamentally changed. Before, software came with commitment. People paid dearly in time and money for on-premises systems that they could hardly imagine changing. With […]