ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Qualtrics

APRIL 22, 2019

D&B’s VP of Customer Insights, Rachel Richter, spoke at the X4 Summit in Salt Lake City, and explained how the company was making data more usable for its sales teams. D&B’s insights team set out to do 3 things to support customer acquisition and retention: Create a customer feedback lifecycle.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34