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...
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 18, 2013 | Customer Value Creation
⬅︎This is not a retention strategy! Every business needs a retention strategy, and every retention strategy needs a differentiator, something that makes your business stand out from the crowd. The differentiator must have long-term value, high barriers to entry, and...
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...
