by Sam Klaidman | May 1, 2023 | Customer Loyalty
Employees Quiet Quitting Before the COVID-19 pandemic, we were worried about the Silver Tsunami. Our oldest and most experienced employees either retired or took part-time jobs with less stress and a better work-life balance. Then came work-from-home, and employees...
by Sam Klaidman | Apr 13, 2023 | Customer Loyalty
During VUCA Times, You Must Influence Customer Retention or Churn This is the opening paragraph of a recent post of mine: We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity....
by Sam Klaidman | Jul 16, 2020 | Growth
This article will explain why customer success works well for product companies. Customer success is a synonym for customer value creation. People buy products and services for one reason: They need the value they will get from purchasing and using what you are...
by Sam Klaidman | Dec 12, 2016 | Customer Loyalty
In the B2B world, capital equipment aftermarket service is unique. The quality of the service recovery not only impacts the revenue the service business produces; it affects the long-term outlook for product sales. This dual influence causes the CFO and Head of Sales...
by Sam Klaidman | Apr 22, 2013 | Growth
Doesn’t this equation seem logical? Churn rate + Retention Rate = 100%. After all, your customers either stay (retention) or leave (churn). Unfortunately, the answer is NO. And that is because each term measures something different. Let me explain. Calculating...
