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A SaaS Start-up Cautionary Tale: The Makana Experience (Or: How You Can Create a Great Product and Still Hit the Wall)
Great products and a growing customer base are not enough to succeed in the SaaS ICM marketplace. Find out why Makana, a startup SaaS vendor, found it difficult

customer turnover ratio  products and a growing customer base are no guarantee of success for software-as-a-service (SaaS) startups. Makana Solutions, vendor of incentive compensation management (ICM) SaaS software, was founded in 2004 in Lexington, Massachusetts (US). Its mission statement: to offer tools to help “attract and retain key employees, motivate groups to work together to achieve corporate goals, and enable executives to predict costs associated with the plans. After three years of seed (or angel) investment, in Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they a...
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Documents related to » customer turnover ratio


Resistance is Futile: Computer Associates Assimilates yet another Major Software Firm
Once again, Computer Associates is executing the largest software acquisition in history, eclipsing its Platinum Technology buyout of 1999, which was the

customer turnover ratio  of more than 20,000 customer sites and 3,800 employees in 90 offices worldwide. Computer Associates International, Inc. (NYSE: CA) has 18,000 employees worldwide and had revenue of $6.3 billion for the year ended December 31, 1999. CA also intends to publish papers on product development strategies and directions shortly after completion of the acquisition. Market Impact On the upside, Computer Associates gains an additional 90 products to add to their stable of many hundreds of current offerings. Read More...
Justification of ERP Investments Part 1: Quantifiable Benefits from an ERP System
Studies that surveyed manufacturers about the impact of ERP systems on firm performance indicate that company size and industry do not affect the results

customer turnover ratio  Sales . Improvements in customer service typically lead to a 10 percent sales increase; this is not shown in figure 3.1. Annual benefits totaling $475,000 in this example almost equals the current pretax income of $500,000. Figure 3.2 Summarized income statement for a typical $10 million firm   Current Typical Improvement Benefit Sales $10,000,000 10% Cost of sales 7,500,000   Material 4,500,000 60% Labor  1,000,000 13% Overhead 2,000,000 27% 5% $225,000 10% $100,000   Administrative expenses Read More...
Justification of ERP Investments Part Three: Costs of Implementing an ERP System
Enterprise resource planning (ERP) implementation costs can be divided into one-time costs and ongoing annual costs. Both types of costs can be segmented into

customer turnover ratio  software and vendor. This customer support typically provides telephone assistance and software upgrades and is typically priced around 15 percent to 20 percent of the software price. Upgrades to system software releases will also be required. The upgrade path for new releases of the ERP software package is critical. New releases contain enhancements for functionality and bug fixes, and ensure the software runs on the latest technology platform. From the user's point of view, the upgrade path enables the Read More...
Inventory Reduction: Effectively Turning Excess Into Cash
In virtually all manufacturing companies, there is a direct correlation between inventory levels and overall business performance. In fact, CEO's and CFO's

customer turnover ratio  incoming supply rebalanced with customer demand. When sales are declining, making the right adjustments in inventory levels becomes an exceedingly more important and difficult task. For some companies declining sales combined with a suddenly out of balance incoming supply of inventory have caused a massive cash outflow. Coping with a rapid sales decline can easily cause companies to wait too long to make supply adjustments. The result is rapidly accumulating excess inventory. It's extremely important to Read More...
Voice of the Customer Analytics
Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of

customer turnover ratio  of the Customer Analytics Verint Voice of the Customer Analytics solutions provide a solution set to centralize customer feedback across channels, interpret it in the context of business objectives, then act upon it to drive change. These solutions can provide an organization with critical data for rapid, targeted decision making, by analyzing and combining customer data from both direct (speech analytics, chat, e-mail) and indirect sources (social media) to gain a holistic view of the customer Read More...
Mastering the Customer Experience
Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you

customer turnover ratio  the Customer Experience Focusing on the customer is not new. But some companies are going deeper into a customer experience management strategy to become customer-centric. Can you manage every part of the interaction and experience your customers have with your company? Learn how to develop a customer-centric approach that will make your customers feel not only connected, but delighted, loyal, and able to be a consistent advocate of your brand. Read More...
Customer Relationship Management (CRM)
When talking about relationship management in the context of software solutions, most people think of customer relationship management (CRM). However

customer turnover ratio  most people think of customer relationship management (CRM). However, relationships also exist between companies and their vendors, companies and their customers, vendors and their suppliers, employees, different departments of the same company, and so on. The Relationship Management Evaluation Center concentrates on CRM and supplier relationship management (SRM), as software and information and communication technology (ICT) play a major role in facilitating effective relationship management among all Read More...
Improve Profitability with Customer Intelligence
The white paper improving your customer life cycle management shows how small and midsized businesses can enjoy virtually seamless front-to-back-of...

customer turnover ratio  Profitability with Customer Intelligence If your front office isn't communicating effectively with your back office, chances are it's creating blind spots that are costing you money. And this is an extremely common problem. Research has shown that many CRM systems provide inadequate front-to-back-office integration. The result is customer data that cannot be shared effectively, and business processes that are prone to errors, delays, and unnecessary paperwork. Over the long term, this turns into Read More...
A Customer Success Story: Real-time Remote Workforce Enablement
Cox Communications, a leading cable provider, needed to find a way to centralize the IT requirements of its customer support team. With over a hundred users

customer turnover ratio  Customer Success Story: Real-time Remote Workforce Enablement Cox Communications, a leading cable provider, needed to find a way to centralize the IT requirements of its customer support team. With over a hundred users, its challenge was to move from single desktop applications to a centralized server which would offer many concurrent instances of the application—and minimize the cost. By deploying a virtualization solution, Cox realized a return on investment (ROI) of 300 percent. Read More...
10 Facts about Intelligent Virtual Assistants and How They Improve the Customer Experience
Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer

customer turnover ratio  How They Improve the Customer Experience Have you ever thought about what goes into designing and optimizing an intelligent virtual assistant? Or how an avatar can create an even better customer experience? Read this guide to uncover the mysteries of virtual assistant design and selection, and get insight into the latest research on the best interactive models and how to use virtual assistants to drive online sales, service, and product education. Read More...
Integrating Customer Relationship Management through Software As A Service
The customer relationship management (CRM) market is changing. Over half the market is served by small vendors. Fully integrated business suites like NetSuite

customer turnover ratio  Customer Relationship Management through Software As A Service The CRM Marketplace According to the research firm Gartner , in the past year alone, more then $3.5 billion (USD) was spent on new customer relationship management (CRM) software licenses, but the top four CRM vendors ( SAP, Siebel, PeopleSoft, and Oracle ) accounted for only 38 percent of this total CRM revenue. Part two of the Comparing On Demand Customer Relationship Management Service Alternatives series. So, despite Oracle's Read More...
Customer Feedback Management
Years ago, I took a job as an interviewer because I thought it would be interesting to talk to different people to find out what they thought on a variety of

customer turnover ratio  a relationship between the customer and the company. Length: Even the most pleasant things can become annoying or irritating if they take too long. For surveys, it’s essential to get right to the point and get it completed as soon as possible. A customer leaving right in the middle of the survey is worse than a refusal to take the survey because the time spent with that customer is wasted and the information cannot be used at all. Also, people will not be very happy when a “short five minute Read More...
Customer Relationship Management (CRM)
Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company

customer turnover ratio  Relationship Management (CRM) Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, Read More...
Listen and Learn: Improving Operations by Using Customer Feedback
Customer service means being aware of needs, problems, and fears. Studies have shown that the cost of acquiring a customer is seven to ten times that of

customer turnover ratio  Improving Operations by Using Customer Feedback Customer feedback from retail units is combined with company website feedback, online services feedback, and central call center feedback. Source : Mindshare Technologies Resources Related to Listen and Learn: Improving Operations by Using Customer Feedback : Customer Feedback Management (CFM) (Wikipedia) Listen and Learn: Improving Operations by Using Customer Feedback Customer Feedback is also known as : Customer Feedback Analysis , Customer Feedback Read More...

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