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 | Feb 11, 2013 | Customer Loyalty
Nowadays, every business seems to focus on customer loyalty by measuring and managing their Net Promoter Score®. Individuals at all levels receive a bonus to improve their results every month, quarter, or year. Business units are going down the polo shirt and coffee...
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...
by Sam Klaidman | Jan 17, 2013 | Growth
While this sounds like a simple question, it should provoke several thoughts that will help you get your arms around this concept, which is critical to the long-term growth of a business. Let’s start with Wikipedia. It defines customer retention as the activity...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
In December 2012, I wrote a blog post about the need to exceed your customer’s expectations. Since then, I have studied a lot about customer experience (CX) and its impact on business results. To that end, I recently read a very insightful Accenture article that...
