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customer satisfaction and retention Customer Satisfaction and Retention: Definitions and Differences

Having trouble differentiating customer satisfaction and retention? Simply put, while measurable, customer satisfaction is subjective and experiential. Retention, however, is an objective, observable, and measurable phenomenon. You either retain a customer or you don’t. It’s clear. The satisfaction a customer feels, however, can change due to a real issue with the software or how that […]

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5 Distraction Crushing Ideas for Busy Customer Success Managers

Managing customers can be all-consuming work. It doesn’t help that the online world is conspiring to steal your attention away and cripple your productivity. Below are 5 practical steps you can take to make your days more productive.

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Buying Customer Success Software? Who Needs to Be Involved?

Implementing a Customer Success platform will resonate across the business so the CEO should make the ultimate call on where to invest but who else should have oversight of or influence on the decision …

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buzz and customer loyalty Buzz and Customer Loyalty

Here is a great article by Michah Solomon on Forbes about customer loyalty.

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Introducing Akita App Introducing Akita — Reimagining Customer Intelligence

For six years I worked at a company that sold advertising to some of the biggest brands in the world. Maintaining good relationships with customers was essential. A happy customer was worth hundreds of thousands of dollars while an unhappy one was gone forever. We used the best software available to land new accounts and […]

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Customer experience the facts Customer Experience: The Facts

Customer experience can ultimately decide whether the customer will be a repeat user of a product or service or a once-off disgruntled customer who no longer wishes to use your services again. In this interesting article by Ola Agbaimoni, she highlights ten facts that every business should know when it comes to customer satisfaction. The article […]

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customer success and hospital pass Customer Success and the Hospital Pass

“Hospital pass” is a term used in several football codes to describe a pass that subjects the recipient to heavy contact, usually unavoidable, from an opposing player — the expression implying that the recipient of the pass could end up in hospital. (Wikipedia). To throw (someone) under the bus is an idiomatic phrase in American English meaning to sacrifice a friend […]

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Beginning of Akita ‘A beginning is a very delicate time.’

This blog post represents the start of what will most certainly be an exciting journey. While clicking “Publish” only took a single click, the action marked the end of one phase of my life and the beginning of a new and exciting phase.

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