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
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
Jumping on to the bandwagon simply because everyone else is doing that is the worst mistake anyone can ever make.…
Vasudeva AkulaMarch 12, 2015
Controlling customer churn is vital for the success of any business. To improve customer retention and customer loyalty, companies need…
Vasudeva AkulaFebruary 2, 2015