Cloud Service Adoption: Hit-and-Run Never Works

The buzz: “Traditional service companies know that customer loyalty has a powerful impact on the bottom line. But what about service firms in the new economy, where customers can defect at the click of a mouse? Bain & Co.…first demonstrated the value of customer retention in the Harvard Business Review in 1990… Even a 5 percent increase in customer retention can lead to an increase in profits of between 25 and 95 percent (hbswk.hbs.edu).” Yes, the handwriting is on the wall for today’s cloud computing service providers who merely celebrate the “hit” upon reeling in a new customer, then “run” to snare the next customer. Why? They need to pay attention to their customers’ experiences and satisfaction if they want to realize the benefits of customer retention. Our panelists – Dr. Nikolaus Krasser, CEO and co-founder of Pentos AG, John Scola at SAP channel business, and Linus Tabellion at the DRÄXLMAIER Group – will share their insights on “Cloud Service Adoption: Hit-and-Run Never Works”.