Churn. It’s that horrible, nasty, revenue-killing word that every SaaS company has to deal with at some point during the customer lifecycle. Some businesses have a high churn rate and must compete for every customer.
Understanding the causes of customer churn and adjusting your approach accordingly will make a difference. Partnering with a Survey bpo company in Dubai might be a good place to start with.
The Three Leading Causes of Churn
1. Poor Onboarding – results in 23% of average customer churn
Many brands lose sight of their existing audience in their efforts to attract new customers and increase revenue, even though the time to care for them begins with the onboarding stage. Customers are excited to learn more about your offering and will put forth the effort to make it work towards their goal. At this point, your customer is fully engaged with your Customer Experience Service, confident that they made the right decision, and it is here that you can have the most positive impact.
2. Weak Relationship Building – accounts for 16% of average customer churn
Building long-term relationships with your customers is a process that begins early in the customer lifecycle and continues throughout to generate the loyalty you receive in the long run. Loyalty is a distinguishing factor between you and your competitors. Instead of relying on short-term measures, try to cultivate an audience that will be loyal to your brand based on their perception of it rather than interchangeable additions.
3. Poor Customer Service is responsible for 14% of average customer churn.
The Customer Support team is the link between your product and the expected results, and they play a critical role in shaping the entire customer experience. In an ideal world, they and the Customer Success team would be the relationship builders, skilled communicators, and good listeners, the ones who can convert any customer issue into answers and solutions.
Your Secret to a Culture of Customer Success
Ensure that everyone understands that their ultimate goal is to make the customer feel like a million dollars. Connect with Cegura Technologies to promptly resolve your business issues with efficient customer service.
