Apr 04, 2022
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Increasingly, every business is in the business of customer satisfaction, no matter what you make or sell. Every part of your business (sales, marketing, customer support, operations, and product) needs to be involved to employee contact list make sure customers feel happy, because happy customers are loyal customers. A RightNow study shows that 86% of customers stop doing business with a company because of a poor customer experience. It is therefore important that you focus on tracking customer satisfaction to employee contact list find ways to increase satisfaction . Why tracking customer satisfaction is more important than ever. Customer Satisfaction is Especially Important for Businesses Gartner analyst Michael Maziarka refers to "technology and service providers (TSPs)" in the report " Technology Go-to-Market: Five Steps to Build a Customer Success Function to Renew and Grow Existing Client Revenue ” (full content available to Gartner customers). According to employee contact list Maziarka, TSPs are moving away from selling products as on-premises/self-hosted solutions with a one-size-fits-all fee structure. Instead, they are moving to employee contact list wards a software-as-a-service (SaaS) model, taking advantage of the recurring revenue and lower purchase barriers that subscription-based pricing models provide. However, the challenge for any business with low switching costs is, well, switching is easy. Maziarka points to a 2016 Gartner survey in which 41% of respondents said they had no intention of renewing - or were not ready to employee contact list commit to renewing - their current contracts with their supplier. of technology. This high turnover rate is a problem because loyal customers are more profitable. According to a study by the Office of Consumer Affairs, loyal customers are worth on average up to employee contact list ten times more than the value of their first purchase. Measuring customer satisfaction requires conducting surveys, which requires survey software.