Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

Owners of plumbing and mechanical service companies often pour significant effort into winning new business. Yet customer retention—getting those same customers to choose you again and again—is ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...

Staircase Handoff Analyst (launched today) pulls out the relevant information from sales conversations, including deal history, key stakeholders and what the customer is trying to achieve. The result ...

In the age of digital connectedness, consumers have come to expect efficient and personalized interactions with brands. Most customers are more than happy to take their business to brands that deliver ...

AI customer service is one of the smartest retention tools a business can use. An AI customer service platform that reads live behavior, resolves issues instantly, and communicates like a human can ...

Nordstrom is known for its exceptional customer service, and there's one famous story that illustrates its customer-centric ethos and the power of retention. The story involves a customer returning a ...

A 2018 survey by Gladly found that 68 percent of customers say they’re willing to pay more for products and services from brands known for providing good customer service. Providing outstanding ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Loyal customers are a beautiful thing. As they grow to trust your brand, they’ll buy more, and more expensive, products over time. This enduring loyalty positively impacts your customer retention rate ...