by Sam Klaidman | May 20, 2013 | Growth
Are referrals and references the same? Referrals and references are different. A synonym for referral is “recommendation,” while “testimonial” is a synonym for reference. While the difference may be subtle, it is essential to me. In a business sense, a testimonial is...
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...
