Customer Lifetime Value (CLV) is a key metric for measuring long-term growth. It’s a direct indicator of how much…
Vasudeva AkulaJuly 30, 2021
The unprecedented disruption caused by the Covid-19 pandemic has significantly affected the way businesses across the world deliver products and…
Vasudeva AkulaJuly 24, 2020
For any business that depends upon recurring revenue from in-contract customers, customer retention rate is a strong predictor of long-term…
Vasudeva AkulaMay 22, 2020
Customer churn has been a growing problem across industries. Businesses are losing millions of dollars every year to cancellations, and…
Vasudeva AkulaFebruary 28, 2020
Industries across verticals are losing customers at an alarming rate even today. In fact, the average churn rate among U.S.…
Vasudeva AkulaFebruary 17, 2020
At first glance, chief marketing officers (CMOs) and contact center leaders may seem to have little in common. The CMO…
Vasudeva AkulaJanuary 11, 2019
Although 2018 was hailed as a year of reckoning by Forrester in its predictions last year, reality didn’t turn out…
Vasudeva AkulaJanuary 4, 2019
If you are in charge of customer retention in a recurring-revenue business, you know that your competition is always trying…
Vasudeva AkulaNovember 30, 2018
Today, one poor customer service experience can trigger a customer to switch to your competition. According to a Forrester report,…
Vasudeva AkulaJuly 24, 2018