Jonathan Klein

What Drives B2B Customer Attrition? Nearly Half are Strategic Controllable Issues

For good reason, customer retention is a critical metric for subscription-model businesses. When subscription businesses lose customers, they lose those customers’ entire future revenue...

Tech Companies: Beware of the NPS Blind Spot

Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the...

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