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Face-to-face engagement is important, especially at vital points in the salescycle or while creating relationships. Not working on feature requests has, in a large way, contributed to our churnrates. In fact, connecting with customers and prospects is one of the most difficult tasks facing business leaders today.
Use current analytics to identify which business processes should be measured and who the stakeholders are. Customer churnrate: shows the percentage of customers lost in a given period (e.g., Identify KPIs that reflect your organizational objectives and consider how you can achieve them. .
In my case (LucidEra -- a SaaS analytics provider focusing on sales, marketing, and financial analytics), weve found that success requires not only building some best practices for analytics into our solution, but also coming up with a repeatable and scalable way to show the customer how to use the analytics and how to interpret the results.
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