In 2023, many executive teams focused on customer retention, and with that came a new focus on what metrics matter. Below are some key executive metrics for customer experience and why they are ...

Are you finding it difficult to retain your SaaS customers for the long haul? You’re not alone – retention is the secret ingredient that separates the hang in there SaaS companies from the thriving ...

Customer experience is no longer a soft business function—it is the economic backbone of modern enterprises, dictating ...

Silverback Chatbot has officially expanded its product offering with the advanced development of its “AI Agent” feature, a ...

The customer retention program had encountered significant challenges from the beginning, with previous attempts failing to ...

3. Customer-value metrics These metrics provide information about whether the value of the customers designated in the strategy are growing. Loyalty, referral rates, retention and churn rates, rate of ...

Let's face it: many B2B Customer Success initiatives are missing the mark. In an era dominated by subscription models and a ...

In a landscape where consumers rarely give second chances, real-time behavioral intelligence is becoming the new foundation for exceptional customer experience.

Faced with the ongoing challenge of reducing churn and increasing retention, video platforms have realized that customer acquisition alone isn't enough and nor is aggressive pricing. What's really ...

and customer retention. These metrics are used by customer service teams to better understand the service that customers have been receiving. Process metrics aim to measure and monitor operational ...

Winning a new customer is always a victory for small businesses, but ensuring they keep coming back is how you build ...

Final mile delivery metrics are essential for any logistics business aiming to stay competitive. Whether you’re shipping ...