Björn Kolbmüller is a co-founder and managing director of zenloop, a SaaS platform for retention management and winning back customers using the Net Promoter System (NPSⓇ). After finishing his studies in business administration at HHL Leipzig Graduate School of Management, Björn Kolbmüller began his professional career at Mister Spex before he joined Procter & Gamble’s brand management team in 2008. Together with Paul Schwarzenholz he founded the online perfumery Flaconi afterwards which was successfully sold to Pro7Sat1. At Flaconi Kolbmüller was responsible for marketing, product and tech. In addition to zenloop, Björn Kolbmüller is an active business angel advising young start-ups.
Success Factors for Customer Retention: Best Practices in E-Commerce
Based on a practical example and best practices, we are going to show you how to identify churning customers, win them back, and how to analyze the reasons for their churn based on the Net Promoter System (NPS). Furthermore, you will get to know how you can transform these analyses into executable actions to scale long-term customer retention. Lastly, we will explain how a step by step roll-out in an organization could be achieved with the aim to improve customer experience.