Customer satisfaction and retention are intrinsically linked. If you fail to maintain high levels of customer satisfaction, your retention levels will suffer, reducing revenues and profitability and forcing you to invest even more heavily in attracting new business. Conversely, driving up customer satisfaction makes life significantly easier for any SaaS business, with improved revenues, referrals and profitability!
Below we will look at both Customer Satisfaction and Retention in isolation and how they are linked. We will also review strategies to improve both metrics.Read more