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Customer Churn:How To Limit Your Losses

[fa icon='calendar'] Apr 10, 2017 5:27:54 PM / by Ricky Thomas
posted in Customer Engagement, Churn

When does a paying customer become a churned customer? That’s not as easy a question as you might think. Do you consider a customer as having left after a week? A month? A quarter? Or is the metric in relation to previous buying behaviour?

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The Death Of The Survey:How Machine Learning Is Transforming Customer Engagement

[fa icon='calendar'] Apr 10, 2017 4:00:00 PM / by Ricky Thomas
posted in Customer Engagement, Machine Learning

Customer surveys used to be a mainstay of marketing, largely because they were the only way to directly connect with the customer. But recent research from OpinionLab suggests that shoppers are pushing back on surveys in ways that are severely hampering their effectiveness:

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