by Sam Klaidman | Apr 15, 2013 | Growth
Remember the auto industry? You know, the one that almost died in the U.S. in the 2007-2008 recession. The good news is that it is alive, well, and innovative. In this post, I will look at two premium auto lines, BMW and Lincoln, which identified and adopted...
by Sam Klaidman | Mar 25, 2013 | Growth
You only have one chance to make a first impression. You should start before a prospect becomes a customer because it is difficult for a company to hit the “first impression undo button.” At the same time, while it should be straightforward to make a great...
by Sam Klaidman | Mar 11, 2013 | Growth
Why customer churn is a huge deal If you have P&L responsibility, how does customer churn impact your bonus? If you are a multi-product and product + services company, how important is it to know which products or services are no longer being purchased by...
by Sam Klaidman | Feb 25, 2013 | Growth
When I think about customer retention, I think about how we treat our customers. Social media and instantaneous communication mean we all want to be treated as individuals. We hit delete when we see a Dear Sir/Madam email salutation. And yet, we all know and abide...
by Sam Klaidman | Feb 18, 2013 | Growth
About 80% of revenue and profit for most businesses comes from existing customers. For start-ups and fast-growing new businesses, this obviously is not the case. And for many established businesses in slow-growing segments, the percentage can be well over 80%....
by Sam Klaidman | Jan 21, 2013 | Growth
Note – Although this post is about B2B businesses, there are many B2C’s with the same challenge. In the B2B world, there are two broad categories of products; software and hardware (usually including software); services are unique and typically ongoing, so there...
