by Sam Klaidman | May 1, 2023 | Customer Loyalty
Customer Quiet Quitting Customers are not obligated to spend more money with you after their initial purchase unless they purchase something under a special agreement. However, they will eventually need support, replacement parts, software upgrades, training,...
by Sam Klaidman | Apr 13, 2023 | Customer Loyalty
Tony Ulwick, founder and CEO of Strategyn, has been studying and consulting on jobs to be done for more than 30 years. During a recent webinar, he said, “Your product [or service] needs to be 15% more effective for customers to switch.” When he talks about being...
by Sam Klaidman | Jul 16, 2020 | Growth
You should consider creating a customer success organization unless your business loves chasing new customers to maintain current sales levels and grow. (Related: Creating Lasting Shareholder Value By Creating Customer Value) Why? Because Customer Success is a synonym...
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...