As your business grows, retaining your existing customers becomes just as important as generating new customers.
Whether you are from a B2B or B2C SaaS organization, here are 3 most effective ways you can use to improve customer retention, loyalty and referrals.
What percentage of your revenue is coming from repeat business?
How do you measure you success over 3, 6 and 12 months?
Hare are few common goals around recurring revenue include:
Now you know what success needs to look like, it’s to benchmark where you stand today.
How often you gather the customer’s feedback?
NPS (net promoter score) is one of the most effective to analyse your customers satisfaction over time.
By gathering customer NPS every 3 to 6 months, you can segment your customers satisfaction levels within different periods of their lifetime.
After doing the process of NPS, you have a clear idea of what customers of yours are promoters, passives, or detractors. These three lists will be very helpful in analysing where to focus you retention efforts.
What is the process of customers contract sign?
One of the keys to successful onboarding is capitalizing on the excitement and momentum the customer hopefully by the time they sign the contract.
A few elements to incorporate into your inboarding include:
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