Track b2b customer satisfaction and loyalty and set clear priorities for customer experience improvement – whether for individual touchpoints or across entire client relationships.
Customer loyalty research has shown that most companies lose 45% to 50% of their customers every five years and winning new customers can be up to 20 times more expensive than retaining existing customers. Moreover, just a 5% reduction in the customer defection rate can increase profits by 25% to 85%, depending on the industry.
