by Sam Klaidman | Dec 14, 2015 | Customer Loyalty
Introduction We all collect lots of data. We all have financial and operational data; many also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or as part of a close set like satisfaction and loyalty. Interesting, but the...
by Sam Klaidman | Sep 15, 2014 | Customer Loyalty
Data is interesting but it has to yield insight to be valuable. One of the tools we use to generate insight is correlation analyzes where we look at two sets of data and see how closely one tracks the other. We then try and figure out which is the driver of the...
by Sam Klaidman | Jun 2, 2014 | Growth
Introduction After writing over 90 posts about service revenue and customer retention, it is time to show why these subjects matter. I will tell this story using publicly available data of service revenue as a percent of sales for the company. This data is from a...
by Sam Klaidman | Apr 21, 2014 | Growth
Law of unintended consequences This picture defines our understanding of the Law of Unintended Consequences. As you can see, this is a three-part definition. In this post, I am only talking about the last definition, a perverse effect contrary to what was originally...
by Sam Klaidman | Dec 30, 2013 | Growth
Everyone knows that “what gets measured gets done.” This goes double for selling anything, including service contracts. However, before we start looking at the essential contract-selling metrics, let’s first look at the service contract sales process and the...
