Frequently Asked Questions about CRR

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Organization of operational customer support
The customer support service responds to various requests from consumers: not only on technical issues, but also on organizational issues (order status, delivery or return processing, bonus write-offs, etc.).

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In modern conditions, different channels of kuwait telegram number database interaction should be available: by phone, through the website, in the store itself. The level of customer satisfaction and their desire to remain a client of the company depend on the quality of this service.

It is necessary to analyze the nature of requests and make adjustments to business processes in order to improve the product itself and the level of service. It is also necessary to periodically train employees in new methods of working with clients.



On average, in marketing you need to focus on the indicator of 85-90%, although more accurate information is provided by data on the industry as a whole, as well as studying the index over time.

Usually, the lower the entry barriers and the higher the competition, the lower the customer retention rate. For example, in retail, CRR is an order of magnitude lower than in the IT services sector.

As an example, we present the results of a survey conducted by the analytical agency Statista on CRR in various industries:

Retail trade – 63%.
IT services – 81%.
Professional services – 84%.
Restaurants – 55%.
Telecommunications – 78%.
Insurance – 83%.
Media – 84%.
Banks – 75%.
It also makes sense to compare your CRR with the situation of your competitors.

How should the period be chosen to calculate CRR?
The time interval can be anything from a week to several years. One of the main factors is the duration of the transaction cycle. The shorter it is, the more often the customer retention rate is monitored.

For example, if the Internet provider's services are paid monthly, then the CRR is determined in the same way. For companies operating on the basis of long-term transactions, it will be more convenient to set a wider time step.