How Customer Engagement Is Changing The On-Line World

Measure Customer Engagement by David Skok

The goal of a SaaS CEO should be to increase the profit they make from each customer (LTV), and lower the costs in sales and marketing that it takes to acquire each customer (CAC). Measuring Customer Engagement is a key tool that will help you achieve that goal, as it will allow you to increase your trial conversion rates, which directly reduces CAC. And it will help you lower your churn rates, which directly increases LTV. (There are also other significant benefits that are described below.)

How customer engagement has changed the on-line world

In the old world, most of the ways that companies engaged with their customers would involve human interactions either face-to-face, or over the phone. As more and more transactions have moved on-line, businesses are losing the insight they would gain from employees talking directly to customers. That turns out to be a major loss, as understanding how your customers are using your product/service and what they think matters a great deal...


Online customer engagement