what customer needs are satisfied by the company's product;

[sakibkhan22197]

The calculation shows that the company retains 85% of its customers. The indicator should be compared with the previous period - if the percentage has increased, then everything is fine, if not - the business has a problem that needs to be solved. However, when using this metric, focus on the specifics of your business. For example, if it is a construction company, then RR as a metric will be incorrect, since in this area, customers most often buy an apartment for themselves and do not return for a new one. But for stores and services of constant consumption, Retention rate is one of the most indicative coefficients.

NPS (net promoter score) is a consumer loyalty index that shows the overall level of customer satisfaction and willingness to make a new purchase.

Calculating the indicator is simple: ask customers to answer with what probability from 1 to 10 they will recommend the product to friends.

Classify the answers:

from 9 to 10 points - these are brand supporters;
from 7 to 8 points - neutrally minded clients;
from 0 to 6 points - brand critics.
Next, subtract the number of critics as a percentage from the number of supporters. The resulting figure will be the satisfaction level indicator.

An in-depth interview is a qualitative marketing research conducted in the format of an informal personal conversation with a representative of the target audience. Such interviews allow you to find out:

what product characteristics are most important to the buyer;
If the interviewee is not ready to buy the product, then what needs to be changed in it.
For example, the German eco-products manufacturer Synergetic found out list of malaysia cell phone number from in-depth interviews that customers often recommend the brand's products to friends and acquaintances. So the company came up with the idea to introduce a referral system.

Example of a referral program
As a result of the innovation, the average check for customers who used the referral promo code was 15% higher than for other customers.
Summary
CRM marketing is one of the tools through which it is possible to implement a customer-centric approach.
A customer-centric approach is beneficial not only for the client, but also for the business. The benefits include not only increased sales and more efficient distribution of advertising budgets to attract customers, but also the opportunity to improve the company's internal processes.
Customer-centric business: takes care of the customer after the purchase and listens to his opinion, creates convenience for customers and does a little more than they expect.
The client-centric approach is expressed through segmentation and personalization of the audience. The more specifically each segment and the message for it are described, the higher the probability of hitting the client's needs exactly.is a data management system that collects and integrates customer information from different sources. With this data, companies create more precise targeting campaigns, personalize messages, and study current and potential customers. CDP is especially important for companies with large volumes of data, because they want to optimize the customer path to purchase as much as possible.