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

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CRM, Statistics

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CRM

  1. 1. CRM Research
  2. 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. 3. 89% of consumers have stopped doing business with a company after experiencing poor customer service. (Right Now Customer Experience Impact Report)
  4. 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. 5. 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. (2012 Global Customer Service Barometer)
  6. 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. 7. 33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)
  8. 8. 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
  9. 9. It takes 12 positive customer experiences to make up for one negative experience. (Parature)
  10. 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. 11. 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. (CRM Magazine)
  12. 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. 13. 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
  14. 14. 55% of consumers would pay more for a better customer experience. (Defaqto Research)
  15. 15. 83% of consumers require some degree of customer support while making an online purchase. (eConsultancy)
  16. 16. Customer churn is attributed to the poor quality of customer service. (Accenture Maximizing Customer Retention Report)
  17. 17. A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co)
  18. 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

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