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Along with AI, deep learning and machine learning are constantly being promoted as the newest must-have tool. What are these mysterious technologies? What are the differences between them? And how can they be harnessed in a business environment? Those are the questions we’ll answer in this article, starting with AI. What Is AI? Before you…

Sales can’t be left to chance; that’s why most businesses have a dedicated sales department. But while there is certainly some art involved in sales, there’s quite a lot of math and science as well. After all, it’s hard to improve or even assess sales effectiveness if nothing is done consistently. And that’s why the…

Understanding revenue gives you an insight into how your business is performing. And while the calculation is fairly straightforward, there are different kinds of revenue – each one telling you something important about the health of your business and the effectiveness of your decisions. Before we explain the different formulas for calculating revenue, let’s review…

Customer segmentation is exactly what it sounds like – dividing your customers into groups based on similar characteristics or interests. If your customers are businesses or organizations (B2B), you might group them by industry, size, location, or revenue. If your customers are individual consumers (B2C), you might group them by demographics (age, location, income, etc.),…

Customer segmentation – which is simply grouping customers according to shared traits, habits, lifetime stages, demographic/firmographic information, etc. – is essential in today’s marketplace. Chances are good that you have more than one type of customer. Each type will have its own unique needs, motivations, and pain points; understanding these will help you communicate more…

Understanding the fundamentals of customer retention and loyalty is critical. Customers have more choices than ever before, so companies need to take customer satisfaction seriously if they want to build up a loyal following. What does the term “customer retention” mean? Broadly speaking, it refers to the steps an organization takes to get existing customers…

Winning a new customer doesn’t signify the end of the hard work – in fact, it means the opposite. Once a new customer is acquired, the next step is keeping them happy and on-board. This is where a customer success manager comes in. A customer success manager (CSM) is a critical role within most businesses,…

For scaling companies, customer retention is an incredibly important metric. A business can’t grow if it’s bleeding customers. Economically speaking, investing in retention is also more cost-effective than acquisition. How can retention be measured? With something called the retention rate. In simple terms, a customer retention rate is a measurement of how many customers a…

A help desk is any centralized platform that provides widespread customer and employee support across different channels. An enterprise help desk is much the same, only designed to support large-scale corporations. In any case, a help desk is a fundamental element of both internal and external customer service.  What Does an Enterprise Help Desk Do?…

Put simply, customer support refers to the collection of services that you provide to customers in order to help them make the most of your product/service and also solve any problems they may have. For example, this can range from troubleshooting to helping with onboarding. Support services can vary from industry to industry and include…