Grace Gupta

Since completing her MA in English Literature, Grace has worked as a copywriter and she genuinely loves that she writes for a living, getting to put her obsession for words into practice.

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Empower your employees by building a culture that values every customer interaction

Drive business success by empowering employees to maximize every customer interaction. Foster a culture of customer-centricity now....

The customer health score: How to master this metric

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Market research

The customer health score: How to master this metric

This metric offers an absolute goldmine for customer intelligence. When analyzing your accounts (your customers) the customer health score offers you the ability to predict the longevity of this business relationship....

What is the difference between cancellation and churn?

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Customer marketing

What is the difference between cancellation and churn?

When it comes to customer marketing, one of the most important metrics to track is customer retention. After all, figuring out how to keep your customers aboard ship and reduce churn rate is the linchpin of (SaaS); you want to keep your customer base intact to prevent revenue loss....

Let's hear it: Magnify your voice of the customer program

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Customer marketing

Let's hear it: Magnify your voice of the customer program

“What does the ‘voice of the customer’ mean in business?” you might ask. Voice of the customer programs are methods created by companies to best understand the experience and needs of their customer base through customer feedback....

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Customer marketing

What is customer retention?

It’s all well and good to actively seek new customers, but what happens if you ignore your current customer base? Plot twist: they churn. In fact, 68% of customers will go elsewhere if they feel the company they’re buying from doesn’t care about their business....