St Eunan’s GAA News:The Under 21 team travel to Kickhams Creggan G.A.C. Antrim this Sunday 15th February for their re-scheduled Ulster Club Championship Semi Final tie with St. Joseph’s of Cavan. Throw in is set for 2pm and all support will be greatly appreciated.There will be a supporters bus travelling to the game and anyone interested in booking a place can do so can book by contacting Anne on 086 8342449. The club are hosting a 70s/80s disco night this coming Saturday in the Clubhouse. Doors open at 9pm and it’s only €5 admission. There is a super DJ lined up to provide the entertainment. It’s an event that will appeal to young and old(er!) so everyone is welcome to come along as it promises to be a great night. There will be a number of promotions on the night. Keep an eye on Social Media for further details. Registration will take place this Saturday, the 14th from 12pm to 3pm in the Clubhouse. Prices are as follows. Single Adult €50, Single Student/Child €30, 1 Adult Family €90, 2 Adult Family €120.Any queries regarding registration, please contact Anne Forde on 086 8342449.The Senior Team opened their Ulster Club League campaign with a 3-10 to 1-12 victory away to Malin last Saturday.Lotto.This weeks winning numbers are 5,11,16,17There were 7 x match 3 winners each getting €15Rosemary Hannigan, MagherennanJohn Cavanagh, Gortlee Greg Harkin, Bohirril ParkJonathan Scanlon, AughnaddyMary Sweeney, GarrycawleyAll above were direct debit John McGinley, DrumahoeSeamus Mc Elwee, FintownAbove sold by Adrian Shields.Anyone who wishes to have anything included in the weekly notes, please email firstname.lastname@example.org before 9pm on a Monday evening.ST EUNAN’S FACE KICKHAMS CREGGAN G.A.C. IN ULSTER U21 CHAMPIONSHIP SEMI-FINAL was last modified: February 10th, 2015 by Mark ForkerShare this:Click to share on Facebook (Opens in new window)Click to share on Twitter (Opens in new window)Click to share on LinkedIn (Opens in new window)Click to share on Reddit (Opens in new window)Click to share on Pocket (Opens in new window)Click to share on Telegram (Opens in new window)Click to share on WhatsApp (Opens in new window)Click to share on Skype (Opens in new window)Click to print (Opens in new window)Tags:GAANoticesSportSt Eunans
This is the scene this morning as dozens of roads around the county remain blocked due to heavy flooding.The worst of the flooding appears to be in the east of the county including Letterkenny, Lifford and Milford while there are also reports of heavy water in Annagry and Doochary.Motorists are being advised not to drive through flood water on roads after a number of vehicles became stuck because the water was so deep. Many housing estates are badly-hit including Glenwood Park in Letterkenny.The local council had to leave sandbags to the estate last night after heavy rain threatened to flood houses.Many roads still remain unpassable including the main road into Letterkenny from Glenswilly which is shown in our picture.Farmers are desperately trying to get to animals which have become stranded. * Have you been stranded or do you have a flood picture form your area? Send them to email@example.com and we will keep the Donegal public informed.FLOODS CAUSE EARLY MORNING TRAFFIC CHAOS ACROSS COUNTY was last modified: December 14th, 2011 by StephenShare this:Click to share on Facebook (Opens in new window)Click to share on Twitter (Opens in new window)Click to share on LinkedIn (Opens in new window)Click to share on Reddit (Opens in new window)Click to share on Pocket (Opens in new window)Click to share on Telegram (Opens in new window)Click to share on WhatsApp (Opens in new window)Click to share on Skype (Opens in new window)Click to print (Opens in new window)
This article is only available to GBA Prime Members A small manufacturing company in Illinois called Build Equinox has developed a new ventilation appliance called the Conditioning Energy Recovery Ventilator, or CERV. Build Equinox was founded by an engineer, Ty Newell, and his son Ben Newell. (Ty Newell designed and built the Equinox House, which was described in a GBA article published in 2011.)The CERV is a balanced ventilation system that includes an integrated air-source heat pump — a type of appliance that has been dubbed a “magic box” by Passivhaus designers. According to Ty Newell, Build Equinox has sold about 50 CERV units.There is just one model of the appliance; Ty Newell told me that “one size fits all.” The CERV is unlike any other appliance sold in the U.S.: Operating the CERV When the CERV is commissioned, the user has to choose the sensitivity of the CO2 and VOC sensors. Even though the human health effects of 1,000 ppm of CO2 are not really comparable to the human health effects of 1,000 ppm of VOCs, the manufacturer of the CERV requires CERV users to choose a single setpoint (in parts per million) for CO2 and VOCs. While this setpoint can be raised or lowered, the CO2 setpoint and the VOC setpoint move in lock-step.Peter Schneider, a senior project manager at the Vermont Energy Investment Corporation in Burlington, Vermont, has specified several CERV systems. “I set them at 1,000 ppm,” says Schneider.According to the CERV owner’s manual, “In general, a lower air quality setpoint will result in better quality air and higher energy consumption, while a higher air quality setpoint will result in lower quality air and lower energy consumption. On one hand, you do not want to be overventilating your house and producing unneeded conditioning demands on your systems, while on… Sign up for a free trial and get instant access to this article as well as GBA’s complete library of premium articles and construction details. Start Free Trial Already a member? Log in
This video was first created by PeachpitTV2 on their YouTube channel. Thanks for sharing guys!If you are interested in learning more Audition integrated features in Adobe Premiere Pro we highly suggest checking out our Eliminating Background Noise in Audition post.Have you ever used this feature? Any tips for using it? Share in the comments below. Learn how to easily add ADR audio using Premiere’s Automatic Speech Alignment tool.ADR can be a frustrating and confusing process, and it gets exponentially more difficult the more audio you have to replace. One of the biggest problems in ADR is getting the lips and the audio to match up perfectly…but what if there was an easy way to cut and stretch your studio audio to match your on-set audio?Thankfully there is a solution and it’s called Automatic Speech Alignment. The Automatic Speech Alignment tool easily aligns and stretches your studio audio to match your on-set audio with only a few mouse clicks. No more using the razor tool! The following video tutorial shows us how to use this Audition integrated feature in Premiere Pro. The tutorial covers:Using the dynamic linkSelecting reference clipsChoosing alignment optionsProblems that may come up when using this process.
The last Dogra monarch Maharaja Hari Singh is emerging as a new rallying point in Jammu, with both the Congress and the BJP pushing for declaration of a State holiday on his 125th birth anniversary on September 23.Congress Member Parliament (MP) Karan Singh, who is the son of the late Dogra king, on September 20 said there was a strong demand to declare the birthday of the Maharaja as a public holiday, and made an appeal to Governor Satya Pal Malik.“It is due to Maharaja Hari Singh that J&K became a part of India when he signed the Instrument of Accession on October 26, 1947. Apart from that, he was a progressive and far sighted ruler who instituted many social and economic reforms. For example, as far back as 1929 he had declared all temples in the State to be open for Dalits. I urge the Governor to declare this day as a pubic holiday,” said Mr. Singh.Mr. Singh’s two sons, in the past, had moved a resolution in the State’s Legislative Council on the issue. However, J&K’s main regional parties, the National Conference (NC) and the Peoples Democratic Party (PDP), have been averse to the idea. Both the parties accuse the Maharaja of “anti-Muslims measures” and blame him for the killing of 22 civilians in Srinagar on July 13, 1931 outside the Srinagar Central Jail in an incident of firing. In fact, to commemorate the “sacrifices” of the 22 civilians, J&K observes a State holiday on July 13 every year.The BJP is equally supporting the initiative. The BJP’s new initiative, ‘Jan Jagran Abhiban’, will see the party hosting a number of rallies in the Jammu and Kashmir regions to highlight “the contribution of the Maharaja to the State”.“We expect senior BJP leaders to arrive in Jammu on September 22 during a Jan Jagran Abhiman rally on eve of the Maharaja’s birthday. The leaders will pay tributes to the Maharaja on the occasion. An exhibition will also be held,” said BJP leader Thakur Narayan Singh.The Jammu Bar Association has also thrown its weight behind the case for declaring a State holiday in J&K.
Paid Search Traffic Down Sharply Marketing Takeaway 2: http://itunes.hubspot.tv Marketing Takeaway karenrubin Marketing Takeaway mvolpe Rich Snippets: More control over how your content is organized and viewed by Google user chrisbrogan Inbound Marketing Summit Google Search Evolves – But Has Google Finally Lost its Core Focus? to learn how to create a thriving blog. If you are an aggressive outbound marketer, be careful about what tactics you use because you may get in trouble! New Marketing Labs FTC is taking legal action and has filed suit again the telemarketing company and the promoter of the warranties Originally published May 16, 2009 4:34:00 PM, updated July 04 2013 Headlines How to interact on Twitter – @ Make sure to grab your brand on Twitter even if you aren’t ready to use it. Google beefs up Web services, search Intro Marketing cutbacks? Or are larger companies learning the value of organic search results? (Episode length: 31 minutes, 36 seconds) : Next event in Dallas on May 27-28th! : Industry trends are interesting, but whats most important is your trends and your data. Search Options: More options for how you look at search results Inbound Marketing Summit! “Shareof search traffic to websites generated from paid listings has droppedto about 7.25 percent over the last four weeks, down from 9.8 percentduring the same period a year ago.”Marketing cutbacks? Or are larger companies learning the value of organic search results? Tightereconomic times are increasing attacks on brands online through “graymarket knockoffs, phishing attacks, cyber squatting, e-mail scams,trademark abuse, and copyright and patent infringements” @ Read CMO Council: Recession prompts more online brand attacks Chris Brogan The Evolution of Google Marketing Takeaway 1 : Maybe it’s more about quality then quantity and this is more a fad than anything else. In any case, see marketing takeaway 1. :Monitoring your brand online is a must. Use free tools such at Googlealerts, Twitter search, Backtype (for blog comments) and keep and eyeon them on a regular basis. HubSpot Software also automatically helpsyou monitor your brand and send you alerts. Chris Brogan’s blog Marketing Takeaway: and check out the @ :Search continues to evolve. Be conscious of the changes and how you canuse them to advance your website for the next generation of searchengines. Episode #40 – May 15th, 2009 (May 8, 2009) HubSpot TV – Listen to Your Fans, Friends & Followers with Scott Kirsner Marketing Tip of the Week – Miss last week’s episode?: Computerized calls to cell phones and land lines (even those listed on the do not call registry) pitch extended auto warranties Paid Search Traffic Down 26% Twitter Surpasses New York Times and Wall Street Journal Webinar: Advanced Business Blogging Google Squared: Fetches and organized facts Closing Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack HubSpot TV Guest: Learn how to build your business blog into an inbound marketing machine. Marketing Takeaway Download the free webinar Remember to subscribe in iTunes: FTC to announce lawsuits in car warranty robocalls
this week urges you to take a step back, do your homework and form an actual social media marketing do and its ability to filter and organize clutter. InboundMarketing.com 2. Mashable Is Twitter hinting at a cure for information overload, Pete wonders? He discusses the possible opportunity for a new job position based on content organization – the real-time Web curator. Should journalists assume this new role and capitalize on this trend? In any event, Pete’s sure a “curation” economy is starting to take shape. Optimize This Lesson: Author: Keep your message simple Developing a Social Media Marketing Strategy Lesson: Stop Building Microsites? let your content go on of Learn how to use social media for lead generation. ProBlogger of Todd Defren 3. Describe your idea in a concrete, tangible way CNN.com Author: Think PR Squared Does your company have a Among Bernie’s recommendations are to listen first and define your objectives, whether they be geared toward competitive differentiation, market share growth or the expansion of your brand. His final words of wisdom are to ” Appeal to and evoke readers’ emotions Look at how others are using social media, but evaluate what works best in your particular industry and for your own company before trying the same things. Lesson: Lesson:Attract readers to your business blogby creating content with “sticky” properties. for social media marketing. What are your objectives? What are the opportunities? What are your competitors doing? After all, there’s more to social media marketing than tweeting and Facebooking… Marelisa Fábrega Originally published Nov 6, 2009 7:11:00 AM, updated July 18 2013 Want to learn the best social media marketing advice from expert in-house marketers? Read Lee’s post, which includes tips on social media strategy (oh how we’ve come full circle!), how to decide on tactics, and measuring success. . strategy? If you’re inclined to answer “yes” because you have a Twitter handle and a Facebook page, you may want to re-think your answer. to leverage Twitter, Facebook and other social media sites to generate leads and customers. Lately, I’ve been noticing that content overload on the Web is becoming quite a popular topic. To this point, Pete’s article discusses Photo by Anil Jadhav Tell a story Author: of on Create Twitter lists using your company Twitter account to organize leaders/content in your industry. Our top article on Made to Stick: Why Some Ideas Survive and Others Die How to Write a Blog Post That’s Stickier than Velcro While he doubts the majority of microsites has an ROI worth your time/investment, he does however share his thoughts on when one might make sense – when your company is part of a highly regulated industry that needs to be cautious with content, disclosures and consumer engagement. 4. before you ,” sharing it with and promoting it to your community. .” Bernie’s main message is that, for a business, a social media strategy serves one simple purpose: “enabling your company to engage in authentic conversations with your community so you can improve your ability to attract, retain and serve your customers.” Still, he encourages readers to stop to do some research first — inside the company and out — to gain valuable insight that will drive their strategies. Video: How to Use Social Media for Lead Generation Author: Illustrate that your message is credible by quoting statistics, studies, etc. Author: Lesson: Find inspiration to get started in the social media-sphere from experienced marketers. 5. “Sticky” ideas are those that are spread, remembered, and that people act upon. Marisela’s guest post explains the six common traits of sticky ideas, a concept originated by the bestseller, ” Use an unexpected approach to capture readers’ attention Lee Odden Twitter’s new list function Twitter Lists: Journalism Becomes a Real-Time Job strategy One thing’s for sure – the benefit of social media involvement is hard to ignore. of Online Marketing Blog 1. Wondering if creating a microsite might be a good idea for that new campaign you’re promoting? Exploring the topic of campaign microsites, Todd questions their worth and whether they generate any real traction. Bernie Borges Download the free video Pete Cashmore 25 Must Read Social Media Marketing Tips Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Yep, that’s right, 3 of the nicest Apple tablets that get announced today will be given out to 3 random people who ReTweet this post, using the ReTweet button below. Update: this contest is closed and we will be annoucing winners starting Monday. Originally published Jan 27, 2010 12:57:00 PM, updated March 21 2013 We also love you guys, our customers, and our fans, so to celebrate not only the release of what is sure to be an amazing computer, but also how awesome you all are, we’re going to give away 3. Who doesn’t love sexy gadgets? And perhaps the most anticipated new one since the iPhone is the Apple tablet, to be announced today. Sound good? Well, get Tweeting! Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Originally published Jan 27, 2012 9:00:00 AM, updated July 28 2017 Topics: Marketing Reporting Here’s a challenge for all you marketers who are on top of your game: How do you make sure your marketing team is taken seriously within your own company? One important step you should take is publishing a thorough, thoughtful, quantitative monthly report on your marketing team’s impact.For as long as there’s been marketing, marketers have struggled to show their impact. But today, there’s no need to struggle. Today, it’s simple to collect the data you need to show how your marketing investments are generating revenue for your business. You just have to pull together the right reports.At HubSpot, our marketing team creates a deck of over 200 slides each month to cover every last marketing detail. That’s extreme, and it might not be necessary for all companies. But what is important for all marketers is a core set of slides that reports on inbound marketing results. (Note the word “results.” We’re not showing what we did . We’re showing what we achieved .)So here are some of the core slides we use to report on our results. What do you think we’re missing? I’d love to hear about it in the comments! 1. Visits by Source This is your measure of the top of your funnel. It tells you, month-over-month, how many people are coming to your site, and how they got there. You can look at this slide quickly to see which marketing channels are driving your changes in overall traffic. (HubSpot customers can find this report in Sources .) 2. Leads by Source This is your measure of your middle-of-the-funnel (MOFU) activity. This slide answers the questions, “How many leads did we generate, and which channels did they come from?” You can use this report to track month-over-month changes in lead volume and to figure out ways to improve the results. For example, if you’re generating a lot of traffic to your blog articles , but you aren’t converting any leads there, you should experiment with different ways to improve blog page conversions. Maybe you need better calls-to-action (CTAs). Or maybe you need better blog offers. Whatever the root of the problem, this report can help identify its location and help you understand where to dive into the details and diagnose. (HubSpot customers can get this report in Sources .) 3. Funnel Summary This is an overall view of your marketing funnel that shows you the five most important metrics —visits over time, leads over time, customers over time, visit-to-customer conversion over time, and lead-to-customer conversion over time. This data gives you a great overall sense of your marketing team’s performance. (HubSpot customers can get this data from Sources .) 4. Paid vs. Organic Leads This view helps you show how much of your lead flow is coming from paid campaigns and how much is coming from organic inbound marketing. If you’re trying to build an inbound marketing machine and keep your paid spend down, this slide can help you track your progress. (HubSpot customers can get this data from Sources by exporting and aggregating all their organic campaigns, then comparing that to their paid campaigns.) 5. Top Blog Posts by Page View This slide helps you keep track of the content that’s engaging your community. This knowledge should help you refine your blog articles to generate even more traffic, and to refine your overall marketing strategy to better reach your target personas. ( HubSpot customers can find this data in their monthly report or Blog Analytics .) 6. Top Landing Pages by Leads This slide shows you which offers and landing pages are generating the most leads. You should know this information and constantly be testing new offers and landing pages in order to create new leaders generating even more leads. (HubSpot customers can see this in their Landing Page Dashboard .) 7. Lead Speed to Your Event This is a way to measure lead quality. In other words, how good are the leads that you’re sending to your sales team? If there isn’t much time before your leads convert into an event, the marketing team is doing a good job. If your leads take a while to convert, you need to do a better job nurturing your leads . (HubSpot customers can get this data from a CRM like Salesforce.com when it’s integrated with HubSpot.) Bonus for HubSpot customers! Most of these slides are already being created for you. Keep an eye out for a personalized monthly report that gets sent to you at the beginning of each month. The report contains a link to download a PowerPoint version of your own monthly report. Make sure you’re using it! What other marketing data do you report on for the rest of your company? Image Credit: SqueakyMarmot Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack
Customer Retention Rate by Industry Don’t forget to share this post! AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to Email AppEmail AppShare to LinkedInLinkedInShare to MessengerMessengerShare to SlackSlack Customer Retention Why is Customer Retention Important? Topics: What’s the most effective way to grow a business?You might think that the answer is to sell to more customers, but that’s only one piece of the puzzle — in fact, it might not be the most important piece of the puzzle. That’s where customer retention comes in.Once you’ve created a killer product and have identified your target market, company growth can start taking off — and it’s important to dedicate just as many resources to retaining existing customers as to selling to new customers.And that’s what your customer success team is for — to help customers see value and achieve goals using your product or service. But there’s more to it than just answering their phone calls and helping them onboard with your software — it’s about creating a process from the very beginning that fosters communication, trust, and mutual growth.Start solving for the customer today with these 17 templates. Read this guide to learn all about customer retention — how to measure it, why it’s important, and how to foster it with every new customer you attract. Average Customer Retention Rate by Industry Retention Rate Formula Customer retention refers to the ability of a company to — you guessed it — retain customers. Customer retention is impacted by how many new customers are acquired, and how many existing customers churn — by canceling their subscription, not returning to buy, or closing a contract.Over the course of a given time period, customer retention is measured by customer retention rate — more on that below. Retention Rate Formula Customer Retention Definition Before you begin to even consider a retention strategy, you need to understand what your current customer retention rate is.You’ll first need to define a period of time — whether that’s quarterly or yearly. Then, follow this formula:Customer Retention Rate = ( (# Customers at End of Period – # Customers Acquired During Period) / # Customers at Start of Period) ) X 100For example: Imagine you start the year with 20 customers, gain five new customers in the first quarter, and have one customer churn.( (24 – 5) / 20 ) ) x 100 = 95% retentionHere’s another example: You have 44 customers, you gain 12 new customers, and 13 customers churn:( ( 43 – 12 ) / 44 ) x 100 = 70% retentionOnce you know your rate, you should consider doing an audit of your churned customers to determine similarities in reasons for leaving or types of customers that leave. You might find that customers with a certain budget or at a certain company size are more likely to churn than others. Consider if you can add qualifying questions to your sales process or revise your ideal buyer persona to better reflect the attributes of your most loyal customers.Why is customer retention important?Customer retention is important to any growing company because it measures not only how successful they are at acquiring new customers, but how successful they are at satisfying existing customers.It’s also easier and more cost-effective to retain customers than to acquire new ones, returning customers spend more and buy more often, and refer friends and family. Only a 5% increase in customer retention can increase company revenue by 25-95%.The numbers don’t lie: Retaining customers brings companies a ton of ROI.There are a few reasons why customer retention is critical to company growth and success:Affordability: It’s 5-25X more expensive to acquire a new customer than it is to retain an existing customer. (HBR)ROI: A 5% increase in customer retention can increase company revenue by 25-95%. (HBR)Loyalty: Retained customers buy more often and spend more than newer customers. They’ve learned the value of a product or service and keep coming back, again and again. (American Express)Referrals: Satisfied, loyal customers are more likely to sing a company’s praises and refer their friends and family — bringing in new customers, free of charge. (American Express)It might seem obvious — of course, companies should want to retain customers — but when companies start growing quickly and struggle to implement a solid customer support program, proactive customer support for existing customers can slip through the cracks. Average customer retention rate varies across industries. According to Mixpanel’s 2017 Product Benchmarks report, for most industries, the average customer retention rate was below 20%. In the media or finance industries, retention over 25% is considered above average, and in the SaaS industry, retention above 35 is considered above average. Customer Retention Definition But when companies dedicate time, resources, and creativity to improve customer retention, not only does it make customers happy, it brings the companies more success, too. We’ll review strategies that will help you improve your increase customer retention next.Customer Retention Management StrategiesBefore diving into these customer retention management strategies you may implement and experiment with, let’s answer an important question first:What is customer retention management? Customer retention management is the process of maintaining relationships with your current customers to delight them long after they purchase your product of service. It requires you to encourage these customers to remain loyal to your business, continue paying for your product or service, and become and remain your brand advocates. Who manages customer retention?Customer retention is typically managed by customer success. The role of this team is to work with and delight your customers throughout the duration of their relationship with your company (no matter how long or short this timeframe may be).Customer success teams should not only work directly with your customers to improve and maintain retention, but work with other teams within your organization to do so as well. For example, customer success should help teams like sales or customer service and support — roles that have the potential to directly impact retention — organize, manage, and improve all aspects of the customer experience. This way, you entire business works together towards consistently improving customer retention. Now, let’s look at those strategies to help you with customer retention management. 1. Highlight case studies during the sales process.A significant portion of the sales process should be focused on determining if your company and the prospect are the right fit — from both a relationship standpoint, and how you will work together.Share previous case studies that reveal your company’s style of communication and collaboration with customers and the results you achieved for customers. You could also share testimonials from current customers to really bring it home for them just how much you partner with them.It’s similar to researching any big buying decision. You want to know if and how it will work before you make a purchase. If the customer truly understands this, they will be more likely to properly set expectations and be happier with their experience once they sign on.2. Set expectations early and often.If you don’t set expectations and communicate these clearly, customers can easily become upset. They might believe you can deliver on certain results, while in reality, those results are only seen in month six or with additional initiatives and work input.In addition, your customers are coming from very different businesses. One customer might feel that your prices are high, and therefore, they expect an extremely high amount of expertise and “white glove” customer service, while for another customer, you might be one of many different company partners, and the customer cares more about your ability to collaborate than care for their brand.Understanding these points of view and communicating deadlines, progress toward goals, what’s included in a project, your process, your communication style, etc., is essential for making sure expectations are met. This, in turn, will keep customers happy with the relationship, longer.3. Communicate results on a regular basis.Customers are more likely to stay with your company if your product or service is delivering results and ROI for them. If a customer can point to the fact that your company has influenced or increased leads, MQLs, SQLs, lifetime value, their own customer retention, etc., then it will be much more difficult for the customer to say goodbye.That means you need a good system for tracking and reporting on the metrics that really matter to the customer, which should relate to the goals you established together. Be transparent about the activities you executed on last month, the results you saw, where you see opportunities for improvements, and what you will work on next month. In addition, use a project management tool so that the customer can easily see how far along the team is in a project.4. Create a roadmap for the future of the relationship.Many people compare the customer-company relationship to dating — and this isn’t that far off. And it’s especially true when you consider the lifecycle of dating. At some point, one person in the relationship wants to know that this is “going somewhere.” He or she wants to know what the “plan” for the future looks like.This desire to know that you are working toward a “next step” can also be applied to business relationships. It can be easy for the customer-company relationship to fall victim to routine — everything is going great, you know what type of work the customer wants (and will approve), and you understand what works to reach their goals. That gets boring quickly though, and it’s easy for the customer to wake up one day and realize how uninspired and unmotivated the company team is.Your customer success managers should create and revise on a regular basis a relationship roadmap. Build in steps for initiatives and projects that both parties can look to and be excited about the current and next stage of the relationship.5. Make memories around your shared successes.According to research, people remember negative events more vividly than positive ones. Even if there are more positive events overall, the bad occurrences may be the longest lasting memories — which makes customers more likely to share those negative events on social media, too.So customer success teams need to consider how they can create better, more memorable experiences around positives and successes. When something negative occurs — a goal or deadline is missed for example — the company team overly communicates, discusses plans for fixing the issue, and apologizes. But when something truly great happens, how much of an emphasis do you place on the event?6. Ask for feedback and act on this information.You can’t improve customer retention without first understanding why customers leave your company. Once you know the reasons and the correlating signs, you can work to prevent customer churn by proactively dealing with issues.Ask for regular feedback from the entire customer team, including the decision-maker. Use a customer feedback tool to track trends by either the customer or the individual. For example: By tracking by project, you can identify customer happiness trends and work to improve processes or ask for more qualitative feedback on what exactly is contributing to the fall in customer satisfaction.Being able to identify and address these issues as early as possible will help you to prevent customers from leaving you in the first place. The voice of the customer is a powerful customer retention tool — so use it.7. Map out a consistent customer experience.Consistency builds trust with customers. They know what to expect and can rely on your team to get the work done and deliver the results they need.Without this, most interactions are a surprise, and in reality, customers don’t like surprises — even if they say they want to partner with a more “innovative, fun, risk-taking company.”Build out processes for onboarding new customers and kickoff meetings to create a smooth customer experience. Examples include setting agendas for meetings and building workflows around projects and sharing these with customers.By having a process for each of these activities, your team will be more efficient and customers will gain insight into what needs to be done, and when.8. Create a customer relationship marketing strategy.Have you considered what the communication from your company looks like once a customer signs on? Yes, she emails and works with her customer success manager, but how often does she hear from the new business director who convinced her to buy from you?Think about creating a newsletter sent from the company CEO for monthly or quarterly check-ins. Consider any education or training needs of the customer you should address. Come up with interesting, light touch ways to continue to build up the credibility of your company’s brand with the customer.9. Keep a record of communication and any past problems.Your company’s culture, leadership, and business practices all contribute to retention, but another way to prevent disruption in changes in personnel is by adopting a CRM where you can store notes from meetings and phone calls, ongoing issues, personal preferences of the customers, etc.With detailed notes and a complete history of the relationship recorded, a new customer success manager will be ready to be a true authority for the customer much more quickly.10. Make sure that the customer has a relationship with the entire team.Typically, customers mainly communicate with their primary customer success manager. These individuals form a bond during hundreds of meetings, phone calls, and emails. They know each other’s favorite restaurants, what sports their kids’ play, and other seemingly inconsequential details.But change puts these relationships at risk — and, in turn, your company’s customer retention rate. If the customer success manager leaves or is promoted, the relationship is at risk. If the relationship is extremely friendly, the customer might not be happy with anyone else. The bottom line is, if the customer’s sole connection to the company is based on one relationship, there’s a risk of churn during periods of employee turnover — a natural part of professional development within an organization that customers just aren’t always privy to.This is a risky place to be in terms of retention, so your company needs to make it a goal that customers build relationships with multiple members of the team for cases like these. Send the customer pictures of the entire team working on the latest project, or whenever there is a customer lunch, make sure there is another member of the team present.11. Use reciprocity to increase loyalty.Reciprocity is a social construct that has been found to increase loyalty. Acts of kindness create a feeling of obligation in the person who instinctively wants to repay the kindness.There are two types of reciprocity: surprise and trumpeted. Both of these can be used in customer service to increase loyalty.Surprise reciprocity is obviously a surprise gift or gesture. An example of this would be when your company sends over tickets for a game the day of or when a goal is achieved earlier than anticipated.Trumpeted reciprocity is when the person giving or doing something beneficial does so in a way that reveals that they are going above and beyond. It doesn’t mean you document and put all the great things you do in a monthly report, but it is obvious to the customer that what you are doing is outside the normal scope of the relationship. This could be as simple as taking behind-the-scenes photos at a video shoot and packaging them in a memorable way as a gift for the customer’s team.12. Build a customer loyalty program.One of the wisest ways to foster customer loyalty and retention is by providing even more value to them — and this can take the form of a customer loyalty or rewards program.User-generated content, loyalty bonuses, gamification, and rewards for customer referrals are simple customer retention tools that can go a long way towards fostering loyalty — read about more examples of successful customer loyalty programs in this blog post.13. Empower customers with the tools they need to succeed. Nobody likes to wait around for support or assistance. Nobody likes to sit around searching how to accomplish specific tasks on their own either. So, instead of creating long customer support and service waits for your customers (and creating more work for your support team), empower them with the tools and resources they need to succeed.There’s a wide range of ways you can empower your customers to help themselves and find the support they need individually. To do this, you might send emails or newsletters with tutorials that cover details about your company or your product/ service’s newest features. You may also share a list of your blog articles to help them accomplish their specific business goals. Improve Your Customer RetentionReady to get started making your customers happy to improve your company’s outcomes? Follow the customer retention management strategies we covered and consistently keep track of your business’s retention rates to keep an eye on how you’re doing. You can also read more about how real brands are using these customer retention strategies here.Editor’s note: This post was originally published in November, 2018 and has been updated for comprehensiveness. Originally published Oct 23, 2019 2:03:00 PM, updated October 30 2019 Customer retention is the ability of a company to retain its customers over a period of time. Customer retention a percentage that measures how many customers a company keeps at the end of a set time period, and the number impacted by the number of new customers acquired and the number of customers who churn. Customer retention rate is calculated using the following formula: Customer Retention Rate = ((# Customers at End of Period – # Customers Acquired During Period) / # Customers at Start of Period) X 100 Customer Retention Management Strategies