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Customer Experience Management: Learning from United’s Mistakes

“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a...

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Why Management Teams Should Consider Adopting Contract Renewal Rate as a KPI

Some startup and early expansion-stage company management teams prioritize new customer acquisition while discounting the value of customer retention statistics like contract renewal rate, but they do...

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Contact Management: 8 Tips for Developing a Contact Coding System

Categorization is crucial for your company’s customer support operations. Here are 8 tips for developing an effective contact coding system. via OpenView Labs ↬ Contact Management: 8 Tips for...

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Why Complicating User Account Cancellation Process Is A Losing Strategy?

As you probably know if you follow my blog, from time to time I share tips about customer experience management for startup and expansion stage businesses. I also occasionally share horror stories to...

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Automated Lost Customer Survey: Salesforce.com Set-up Factors to Consider

Last week, I shared six commonly used lost customer research question types and discussed how each type can be used in designing an in-depth online or telephone lost customer research survey. In that...

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Transparency and Humility: The Key to Crisis Management and Customer...

You aren't in the software business if you haven't had to deal with software crisis management. The key to maintaining customer satisfaction? Handling it with transparency and humility. via OpenView...

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6 Targeted User Education Tactics: Ready for Adoption

Last week, I shared a post explaining why under-funding targeted user education and customer marketing can lead to customer retention and long-term profitability issues. This week, I will share six...

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6 More Targeted User Education Tactics to Try

Last week, I shared  six innovative targeted user education tactics that B2B software companies are using to drive increased levels of customer satisfaction. This week, I will share six additional...

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