This study explores how one company which shall be called “Company A”, navigated a competitive industry through strategic changes, emphasizing structured procedures, data organization, and staff development. The integration of these initiatives led to reduced complaints, increased satisfaction, and business expansion, solidifying the company’s industry position.
Tag: customer experience
Retention vs. acquisition: Employee edition
No click-baits – this short article deals with the idea of companies treating the employees as well as they would their key-customers.
For years the old rule of thumb meant that acquiring a new customer costs 5 times more than retaining an existing one, but the cost of acquiring customers today is too industry and channel specific to talk about averages.
Future of B2B sales: Postpandemic outlook
Today’s B2B customers have higher expectations, which means companies need to change their approach and focus on putting customers first. This can be achieved by improving various aspects, including channels, technology, employees, and culture – all to better serve customers. What are the trends and what should be focused on?
Customer acquisition vs. retention: What is more important?
Most people have heard the old notion that it costs more to get to a new customer than to keep an existing one. But is this still true? Considering the change in customer preferences, technology advancements and transformation of many business models, the selling world is different than it was.
Customer service in manufacturing: What to expect in 2022
Over the last years the importance of customer experience has been gaining increasing attention in B2B markets. Ability to respond quickly to new challenges has become essential. Those who intend to last have already implemented many of the changes and embraced the situation with all its limitations, but also with a new perspective.