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csrollyson : retention   16

How to Create Your Customer Journey Map and Optimize the Touchpoints
The importance of #touchpoints in #customer #journey #maps - How to use & optimize them, some good examples + map software suggestion #CX
customer  experience  journey  map  touchpoint  example  tools  software  retention  statistics  business  impact  csr19  q4  2018 
march 2019 by csrollyson
10 Surprising Sources for Customer and Competitive Insight | SEJ
Useful list & how-to for learning about why customers switch to competitors (no surprises though ;^)
customer  competitor  howto  insight  research  analysis  operations  social  media  analytics  website  call  center  alumni  switch  retention  conversion 
november 2017 by csrollyson
Why Customer Churn Happens, And What You Can Do About It
Identifies 4 types of #customer #churn, offers many resources for addressing #kudos
customer  churn  retention  howto  guide  reference  q1  2016  experience  Statistics  service  lifecycle  success  onboard  sochap 
march 2016 by csrollyson
Causes Of Churn + remedies | Preact
Software-oriented how-to reduce #customer #churm references life cycle
customer  churn  cloud  software  subscription  howto  presentation  sochap  life  cycle  vendor  retention 
january 2016 by csrollyson
Here Is How to Get Customers With Limited Funds
Short post on customer acquisition tactics, emphasizes digital
customer  acquisition  retention  seo  marketing  client  advocate  sales  microsoft  crm  smb 
august 2015 by csrollyson
Retention vs. Acquisition: The Power of Patient Relationships
Short post on growing physician practices by focusing on patient retention; uses publishing as example
healthcare  physician  practice  marketing  patient  customer  acquisition  retention  publishing  example  trust 
august 2015 by csrollyson
4 Ways to Slash Customer Acquisition Costs - LoginRadius
Some good detail about the basics of growing revenue by qualifying & nurturing #customers
customer  client  acquisition  retention  value  proposition  howto  persona  profit  churn  esm15  social  media  login 
august 2015 by csrollyson
Measuring the Lifetime Value of a Mobile Customer - Apptamin
Excellent discussion of profit in terms of customer lifetime value—for a #mobile app business. Optimal granularity & how-to #kudos
customer  acquisition  mobile  application  lifetime  value  howto  reference  cost  retention  user  experience  referral  virality  2014  2sbs  2snr  2execguide 
july 2015 by csrollyson
Churn prevention: How Help Scout keeps monthly churn rate below 1%
Interview with founder of customer service startup with 1% churn rate; customer journey experience context
customer  retention  journey  onboard  churn  interview  service  experience  software  product  content  marketing  acquisition  cost  organic  2sbs 
july 2015 by csrollyson
How Comcast Sets Its Customer Service Reps Up to Fail - Gretchen Gavett - Harvard Business Review
OVERLOOKED/true: How employees' REAL customer is management, not the firm's #customers #comcast example #experience
customer  experience  comcast  q3  2014  example  audio  service  representative  retention  management  metrics  analysis  call  center  incentive  2sbs 
july 2014 by csrollyson
5 Answers Every CEO Should Want to Know | Chief Customer Officer 2.0
Good albeit 20th century thinking on measuring retention & growth: doesn't address #customer #experience or outcomes
customer  provider  brand  b2b  metrics  management  retention  measurement  sales  business  development  Q4  2013  service  2cdo  2csra  2sbs 
december 2013 by csrollyson

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