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CRM
- 1. CRM Research
- 2. It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. (White House Office of Consumer Affairs)
- 3. 89% of consumers have stopped doing business with a company after experiencing poor customer service. (Right Now Customer Experience Impact Report)
- 4. Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer)
- 5. 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. (2012 Global Customer Service Barometer)
- 6. A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. (Bain & Co.)
- 7. 33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)
- 8. 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
- 9. It takes 12 positive customer experiences to make up for one negative experience. (Parature)
- 10. Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-tocall” support automation (34%). (eConsultancy)
- 11. 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. (CRM Magazine)
- 12. 81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training to gain trust with their customers. (Peppers and Rogers Group)
- 13. 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
- 14. 55% of consumers would pay more for a better customer experience. (Defaqto Research)
- 15. 83% of consumers require some degree of customer support while making an online purchase. (eConsultancy)
- 16. Customer churn is attributed to the poor quality of customer service. (Accenture Maximizing Customer Retention Report)
- 17. A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co)
- 18. Vinod Mehra Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com Email: vinod.mehra@gmail.com