Successful companies around the world have one significant differentiator – they know exactly what their customers want. According to a survey by marketing solutions provider Yesmail Interactive and market research firm Gleanster, most marketers only have basic transactional data or demographic information of their customers…

“Neat Meats” is an e-commerce startup that promises to deliver fresh meat at the customer’s doorstep. No doubt it is a challenging space. For one, customers are hugely sensitive to the hygiene factor. Next, it is a time-sensitive purchase. As one of their curious customers,…

Churn is an important metric for a SaaS business. Strike that. It’s one of the most important metrics for a SaaS business, especially, in its early stages. There are never ending discussions on what an acceptable churn rate is. Honestly, I don’t see how there…

At Exotel, customer support is at the core of what we do. What started out as a 4 member team and a few customers is now a full-fledged team with over a 1000 customers. So naturally, a great customer support team is what floats our…

Customer support has been a crucial part of every industry present today. It is one of those parts of an organization that everyone is fanatical about. And it is one of the major factors that differentiates you in a business vertical. As a startup, it’s…

You want to start your own firm, you do everything you can to make sure your product is worth selling, your office is up and running, your teams – sales, finance, HR, business development and marketing – are ready to kickstart the process and still,…

You have a brilliant product, a product which solves a problem, a problem which has a huge market, a market which sits on a pile of money and money which can make your product better. Seems like a usual cycle for any product company? But…

Today, customers want everything. They want-it-all – the competitive pricing, the dynamic performance and above everything high-quality service and support. What’s more, they won’t even think for second, before shifting over to someone else if they don’t find the stuff they are looking for. If…

Almost every business in India says, “if you have any trouble or need any assistance with our product/service, please give us a call on xxx xxxxxxxx to speak to our customer service agent.” There is a reason why phone support in India scores way above…

Customer Engagement for Startups is the most vital link often discarded as lowly in comparison to growth. A Startup looks for continuous and non-linear growth keeping churn at minimum levels. This ensures that they create more and more value for their investors and attract maximum…