Appuri Blog

Introducing Appuri Express: Product Usage Insights for CRM

  One of my guiding principles for product design at Appuri is to make life easy for our customers.  We want to do the heavy lifting of data engineering and data science, and infuse powerful customer intelligence into the systems our customers use to manage customer experience. Today, we’re announcing Appuri Express – a [...]

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The Data Imperative for B2B SaaS Providers

  Your clients are speaking. Are you listening?   B2B SaaS Proliferation With cloud infrastructure, open source, and the API economy in full bloom, the price of admission for new B2B SaaS startups is way down. New SaaS applications come to market every day, promising to delight users with mobility, beautiful design, tailored [...]

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3 Critical Questions Customer Success Executives Need to Answer

In today’s subscription-based economy, customers are no longer trapped in long-term contracts and are able to jump to competitors easily when they become dissatisfied with their current vendor. Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to keep their customers. Customer Success is [...]

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4 Reasons Why Customer Retention Matters to Your Customer Acquisition Efforts

Business growth depends on acquiring new customers and keeping them around for a long time. Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative […]

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The 7 Customer Experience Questions You Need in Your Survey

A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception of, and attitude about, [...]

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Customer Experience Management Best Practices: Free Report

  Companies that have customers who are more satisfied with the customer experience (CX) outperform companies that have customers who are less satisfied with their experience. But what makes CX leaders different than CX laggards? Download our free report on CXM best practices. We studied 135 international companies to understand how [...]

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Four Data Science Imperatives for Customer Success Management

Business growth depends on ensuring customers recommend, stay and expand their relationship with you. Businesses are implementing customer success management (CSM) programs to help improve their relationship with customers to improve their chances of success. In our Big Data world, Customer Success Management (CSM) programs are now able to [...]

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Customer Loyalty Definition – Part 2: Customer Loyalty Measurement Framework

Last week, I reviewed several definitions of customer loyalty (Customer Loyalty Definition – Part 1) that are being used in business today. It appears that definitions fall into two broad categories of loyalty: emotional and behavioral. Emotional loyalty is about how customers generally feel about a company/brand (e.g., when somebody [...]

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Stop Listening to the NPS Dogma and Follow the Evidence

You are probably already familiar with the Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship. Although it is widely used by companies, most people don’t know that it actually has three serious problems. First, the “research” behind the NPS claims is flawed. Second, the calculation of the metric […]

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Unlocking Business Value from your Mixpanel Data using Advanced Analytics

Sophisticated business users often have questions that cannot be answered by the Mixpanel UI. This webinar shows the data team how to get access to the rich set of information captured by Mixpanel, but only accessible when you can run SQL queries.Mixpanel is capturing your users’ raw event (sometimes called “telemetry”) data. These events are [...]

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Data Recipe: Calculating User Periodicity to Define Churn

It’s important for a business to understand how often users engage with its product. This understanding opens up possibilities to create increased engagement — the difference between desiredengagement and actual engagement becomes a benchmark for campaigns designed to change user behavior. But understanding user engagement with [...]

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