{"id":5073,"date":"2022-09-12T12:37:04","date_gmt":"2022-09-12T12:37:04","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=5073"},"modified":"2024-12-26T08:16:12","modified_gmt":"2024-12-26T08:16:12","slug":"things-that-impact-your-customer-retention","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/","title":{"rendered":"10 little known things that impact your customer retention"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Businesses big and small, are always looking to grow. Acquiring new customers and expanding to new markets have been the norm when it comes to growing the bottom line for most companies. But did you know that customer retention \u2014 a business metric that has recently caught on, can help you grow faster, without sweating on <a href=\"https:\/\/www.datameer.com\/blog\/how-to-calculate-and-reduce-customer-acquisition-cost\/\">customer acquisition<\/a>?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a <\/span><a href=\"http:\/\/www.ijsrp.org\/research_paper_jun2012\/ijsrp-June-2012-40.pdf\" rel=\"nofollow\"><span style=\"font-weight: 400;\">study<\/span><\/a><span style=\"font-weight: 400;\">, it was concluded that a 5% improvement in <\/span><a href=\"https:\/\/botsify.com\/blog\/customer-retention\/\"><span style=\"font-weight: 400;\">customer retention<\/span><\/a><span style=\"font-weight: 400;\"> directly attributed to about a 75% increase in profits.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Curious to know what customer retention is, and why it\u2019s so impactful? Let\u2019s dive deeper.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#What_is_Customer_Churn_and_Customer_Retention\" title=\"What is Customer Churn and Customer Retention?\">What is Customer Churn and Customer Retention?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#10_Little_Things_that_impact_your_retention\" title=\"10 Little Things that impact your retention\">10 Little Things that impact your retention<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#1_Bad_User_Experience_and_Interfaces\" title=\"1. Bad User Experience and Interfaces\">1. Bad User Experience and Interfaces<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#2_Frictional_Non-intuitive_Onboarding\" title=\"2. Frictional, Non-intuitive Onboarding\">2. Frictional, Non-intuitive Onboarding<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#3_Support_Experience\" title=\"3. Support Experience\">3. Support Experience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#4_Intentionally_difficult_cancellations\" title=\"4. Intentionally difficult cancellations\">4. Intentionally difficult cancellations<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#5_Buggy_Non%E2%80%94functional_features\" title=\"5. Buggy, Non\u2014functional features\">5. Buggy, Non\u2014functional features<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#6_Lack_of_Outcomes\" title=\"6. Lack of Outcomes\">6. Lack of Outcomes<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#7_Excessive_Discounting\" title=\"7. Excessive Discounting\">7. Excessive Discounting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#8_Unfair_Price_hikes\" title=\"8. Unfair Price hikes\">8. Unfair Price hikes<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#9_Low_Product_Engagement\" title=\"9. Low Product Engagement\u00a0\">9. Low Product Engagement\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#10_Lack_of_Scalability\" title=\"10. Lack of Scalability\">10. Lack of Scalability<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#Be_efficient_quick_and_valuable\" title=\"Be efficient, quick and valuable\">Be efficient, quick and valuable<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/#Automate_Everything_Generate_More_Leads\" title=\"Automate Everything &amp; Generate More Leads\">Automate Everything &amp; Generate More Leads<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What_is_Customer_Churn_and_Customer_Retention\"><\/span><span style=\"font-weight: 400;\">What is Customer Churn and Customer Retention?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When a customer stops buying as per their purchasing patterns or cancels a subscription to your product \u2014 they\u2019re considered churned. This means you\u2019ve lost them as a customer, and they\u2019ve stopped contributing to your business&#8217;s revenue. While they could get back to you in the future \u2014 in the short term, they\u2019re dropping out of your list of customers, and won\u2019t contribute to your product sales or renewals.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Churn as a metric is calculated as the number of customers OR revenue that churns from your current number of customers or revenue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hence, <\/span><b>Churn rate<\/b><span style=\"font-weight: 400;\"> = (Churned customers \/ Total customers) * 100<\/span><\/p>\n<p><a href=\"https:\/\/www.ordergroove.com\/blog\/customer-loyalty-in-ecommerce\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">Retention is the exact opposite<\/span><\/a><span style=\"font-weight: 400;\"> of churn, where you calculate how many of your customers you\u2019ve retained over a period of time. Higher retention would contribute to a higher <a href=\"https:\/\/www.width.ai\/post\/ltv-prediction-machine-learning\">customer lifetime value<\/a> (LTV), enabling you to make most of your acquisition efforts.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, acquiring new customers is <\/span><a href=\"https:\/\/www.invespcro.com\/blog\/customer-acquisition-retention\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">5 times<\/span><\/a><span style=\"font-weight: 400;\"> more expensive than retaining existing ones. Hence, good customer retention is key in building profitable, growing businesses that don\u2019t have to keep adding customers aggressively to stay afloat.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Retention is calculated by subtracting new customers or revenue added from the number of customers at the end of a cycle and dividing it by the number of customers at the beginning of the cycle.\u00a0<\/span><\/p>\n<p><b>Retention rate<\/b><span style=\"font-weight: 400;\"> = [(Customers at the end of a cycle \u2014 New customers)\/Customers at the beginning] * 100<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now that we\u2019ve learned how impactful retention could be for your business, let\u2019s explore the factors that could negatively impact your customer retention<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"10_Little_Things_that_impact_your_retention\"><\/span><span style=\"font-weight: 400;\">10 Little Things that impact your retention<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"1_Bad_User_Experience_and_Interfaces\"><\/span><span style=\"font-weight: 400;\">1. Bad User Experience and Interfaces<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When your customers are trying to solve a problem with your product, how you deliver product value will greatly influence their life span with you. A bad <a href=\"https:\/\/www.growth-hackers.net\/why-user-experience-essential-digital-marketing-success\">user experience<\/a> is almost the equivalent of a bad product and hence defeats the purpose behind the purchase from the customers\u2019 standpoint.\u00a0<\/span><\/p>\n<p>The disruptive flow of events (slow loading times, errors, etc), bad placements of elements within the interface, and too many interruptions for upselling, all add up to a bad experience. Interfaces on a product should be optimized to retain customers \u2014 to make sure it is, you should test the usability of your product and observe how customers use it with the help of a <a href=\"https:\/\/www.uxtweak.com\/\">UX testing tool<\/a>. This will help them get to a solution, engagingly and effortlessly.<\/p>\n<p><span style=\"font-weight: 400;\">Neal Taparia, who runs the word game platform <\/span><span style=\"font-weight: 400;\">Unscrambled Words<\/span><span style=\"font-weight: 400;\">, had directly seen the impact of improving user experience. \u201cWe used to run an aggressive ad experience on our site. When we removed intrusive ads, we found that users would return more and that retention improved our overall revenue.\u201d<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Frictional_Non-intuitive_Onboarding\"><\/span><span style=\"font-weight: 400;\">2. Frictional, Non-intuitive Onboarding<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When customers sign up to use your product \u2014 they\u2019ll be focused on getting it to work, as soon as possible. But when they\u2019re met with tedious and complex <a href=\"https:\/\/www.hrcloud.com\/employee-onboarding-software\">onboarding software<\/a> processes, the product wouldn\u2019t seem intuitive, which could be a deal breaker at times. This especially holds true for software product companies.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key to retention post\u2014sign-ups is to deliver the product\u2019s core value proposition as early as possible. Your customer should know what they need to do (and why) so their problems or goals are taken care of, as part of their onboarding. If that doesn\u2019t happen, some of your customers are likely to find your product ineffective and add to support overhead, or churn.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Support_Experience\"><\/span><span style=\"font-weight: 400;\">3. Support Experience<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Based on how complex the product is and how often support help is needed, your customer\u2019s overall experience with customer support can also impact retention. Hassles in getting <\/span><a href=\"https:\/\/www.testbox.com\/post\/support-ticket-response-examples\" rel=\"nofollow\"><span style=\"font-weight: 400;\">support responses<\/span><\/a><span style=\"font-weight: 400;\">, or getting inadequate solutions can severely hit their experience, and lead to lesser upsells, LTVs, and higher churn.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Quick, effortless <\/span><a href=\"https:\/\/botsify.com\/blog\/5-ways-to-turn-customers-into-your-biggest-advocates\/\"><span style=\"font-weight: 400;\">support can delight customers<\/span><\/a><span style=\"font-weight: 400;\"> and help them solve their problems efficiently. Hence, customer support should be optimized for both quick turnarounds in communication times and resolutions to enable your customers to have a trouble-free experience. To ensure quick and effortless customer support, <a href=\"https:\/\/www.criterionhcm.com\/blog\/best-workforce-management-tools\">workforce management is essential<\/a>. This includes creating <a href=\"https:\/\/www.workofo.com\/\">efficient schedules<\/a> that utilize resources effectively to avoid keeping customers waiting. Therefore, it is important to focus on optimizing customer support to enable a trouble-free experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In addition to email and live chat support, consider adding a phone number that lets your customers call you directly. (You can set this up with one of many <\/span><a href=\"https:\/\/www.singlegrain.com\/resources\/best-business-phone-services\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">phone services for businesses<\/span><\/a><span style=\"font-weight: 400;\">.) Oftentimes, even a small retention increase will pay for this investment in your support experience.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Intentionally_difficult_cancellations\"><\/span><span style=\"font-weight: 400;\">4. Intentionally difficult cancellations<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Some products cleverly hide their cancellation or unsubscribe flows in order to reduce customer churn. But by making it difficult for customers to get out of a subscription you\u2019re making yourself look less trustworthy and ethical as a business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many companies end up getting shamed on Twitter and LinkedIn for such practices after their customers found out about it. Your customers will mention it in online reviews, which will also impact <\/span><a href=\"https:\/\/botsify.com\/blog\/potential-customers\/\"><span style=\"font-weight: 400;\">your customer acquisition efforts<\/span><\/a><span style=\"font-weight: 400;\">. Existing customers will also find ways to cancel their purchases or subscriptions earlier, just so that isn\u2019t a hassle later on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure your customers have the freedom to easily and quickly cancel their subscriptions, so they can trust you for longer, or get back to you later, knowing it\u2019d be easy to cancel.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_Buggy_Non%E2%80%94functional_features\"><\/span><span style=\"font-weight: 400;\">5. Buggy, Non\u2014functional features<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Your customers will often make <\/span><a href=\"https:\/\/themyndset.com\/how-content-marketing-drives-sales\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">purchase decisions<\/span><\/a><span style=\"font-weight: 400;\"> based on what you\u2019ve mentioned on paper. When some of your features tend to fail frequently or remain non-functional, it invalidates their purchase, giving them a reason to leave. It also will add to your sales and support overhead, impacting both team productivity and the bottom line.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To avoid this from happening, ensure that your product\u2019s features are extensively tested, and you always have engineers on support threads to help resolve bugs as customers report them. A longer bug fix cycle will mean a steep drop in product engagement and usage, which further increases the likelihood of churn. Aim for the lower number of bugs reported every month or quarter, and the time needed to fix them. This will help you incrementally improve both <\/span><a href=\"https:\/\/www.cloudtalk.io\/blog\/8-benefits-of-quality-assurance-that-will-enhance-support-team-performance\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">support and product experience<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"6_Lack_of_Outcomes\"><\/span><span style=\"font-weight: 400;\">6. Lack of Outcomes<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Based on how you\u2019ve positioned and marketed your product, your customers will expect certain outcomes from your product\u2019s usage. Now outcomes are not the same as functions and features. Functions and features enable generating outcomes to a certain extent but don\u2019t control it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Depending on what problem your product solves, outcomes could be subjectively controlled by other factors outside of your control. But customers wouldn\u2019t understand this \u2014 many buy from you considering your product would bring them the outcomes they desire.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When that is proven to be untrue, they\u2019re unlikely to stay or spend more on your product. Manage your customer\u2019s expectations and be clear in communicating your product\u2019s core value, so customers aren\u2019t misled to believe your product delivers more than it actually can.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"7_Excessive_Discounting\"><\/span><span style=\"font-weight: 400;\">7. Excessive Discounting<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you excessively use discounts as the bait to attract and acquire more customers \u2014 they\u2019re likely to churn out when discounts drop. Regular discounts are considered almost the actual price of the product, and your customers will take it for granted.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The customers you attract using discounted rates will sometimes be low-intent and usually sign up to barely try your product for an extended period, after which they\u2019re likely to churn. They\u2019ll also have a lower LTV, contribute towards lower margins, and can\u2019t usually be upsold.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is why it\u2019s important to be careful with your discounting. Just for the sake of short-term sales boosts, you should acquire low-intent customers, who in the long term would not contribute much to your growth.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"8_Unfair_Price_hikes\"><\/span><span style=\"font-weight: 400;\">8. Unfair Price hikes<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you raise the prices of your products, it\u2019s usually off-putting for a segment of your customers. Depending on how you\u2019ve set up your pricing, there might be some customers who wouldn&#8217;t have budgeted for the price increase and might churn out.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So when implementing price hikes, consider such customers, and provide alternatives for them so you could avoid their churn. You could also <a href=\"https:\/\/pointerpro.com\/survey-maker\" rel=\"nofollow\">survey your users<\/a> before you finalize a price hike to know how much your customers would be comfortable paying. This helps customers realize you\u2019re doing it with them in mind, and you set a price that customers are more comfortable paying.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"9_Low_Product_Engagement\"><\/span><span style=\"font-weight: 400;\">9. Low Product Engagement\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When customers sign up for your product and stop using it \u2014 it\u2019s a signal that they aren\u2019t finding it useful. As they slowly stop using the product, they won\u2019t be able to justify the purchase anymore, which increases the likelihood of churn.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In such conditions, find out the reasons behind the lack of engagement and fill those gaps by updating your product\u2019s feature set and interface to improve usage.\u00a0 These could include buggy features, slow or lagging interface and response times, product usage tied to seasonal businesses, etc. It\u2019s a good idea to run your software or app through <\/span><a href=\"https:\/\/theqalead.com\/tools\/best-performance-testing-software\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">a performance testing tool<\/span><\/a><span style=\"font-weight: 400;\"> to make sure it runs smoothly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not meeting customer expectations due to bigger promises by means of marketing positioning and messaging, which doesn\u2019t match up with the product, could also be a factor. Go through your <\/span><a href=\"https:\/\/www.tcgen.com\/product-development\/product-development-strategy\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">product development strategy<\/span><\/a><span style=\"font-weight: 400;\"> once again to make sure your product is the right fit for the market and adjust your marketing strategy.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"10_Lack_of_Scalability\"><\/span><span style=\"font-weight: 400;\">10. Lack of Scalability<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As your product enables your customers to solve their initial problems, they\u2019ll often grow out of them and need bigger and better solutions. If your product doesn\u2019t scale with your customer\u2019s needs, they\u2019re probably going to churn and search for an alternative.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, products that do scale with their customers&#8217; needs contribute to <\/span><a href=\"https:\/\/acodez.in\/customer-lifetime-value-growth-tips\/\" rel=\"nofollow\"><span style=\"font-weight: 400;\">higher LTVs<\/span><\/a><span style=\"font-weight: 400;\"> and upsells, apart from helping reduce customer churn. So know your customers really well, and ensure you\u2019re solving for them at every level, offering flexibility and scale as they grow.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Be_efficient_quick_and_valuable\"><\/span><span style=\"font-weight: 400;\">Be efficient, quick and valuable<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">B2B buyers, like <a href=\"http:\/\/www.business-plans.com\/\">Pro Business Plans<\/a>, often invest in <a href=\"https:\/\/www.ordergroove.com\/blog\/essential-customer-retention-tools\/\">customer retention tools<\/a> and services to make things easier or help with growing and supplementing their businesses. As a product or a service that caters to that audience, optimize in delivering the most value you possibly can \u2014 so your customers can achieve their goals and make the most of your product.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Being quick and efficient in your sales and support will further <\/span><a href=\"https:\/\/botsify.com\/blog\/customer-experience\/\"><span style=\"font-weight: 400;\">enhance your customer experience<\/span><\/a><span style=\"font-weight: 400;\">, helping you reinforce and strengthen your product\u2019s value \u2014 which eventually results in happier, more profitable customer relationships.\u00a0<\/span><\/p>\n<section class=\"bt-blog-inline-subs-wrap\">\n<div class=\"bt-blog-inline-subs-inr inline-subs-v3\">\n<h3><span class=\"ez-toc-section\" id=\"Automate_Everything_Generate_More_Leads\"><\/span>Automate Everything &amp; Generate More Leads<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Gather quality leads on autopilot and 10x your ROI with automated chats<\/p>\n<div class=\"inline-subs-cta\"><a class=\"bt-glb-btn\" href=\"\/book-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get Yours Now!<\/a><\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Businesses big and small, are always looking to grow. Acquiring new customers and expanding to new markets have been the norm when it comes to &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/\"> <span class=\"screen-reader-text\">10 little known things that impact your customer retention<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":40,"featured_media":5075,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 little known things that impact your customer retention<\/title>\n<meta name=\"description\" content=\"Discover 10 surprising factors that significantly impact customer retention. Improve loyalty and drive long-term business growth\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/things-that-impact-your-customer-retention\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 little known things that impact your customer retention\" \/>\n<meta property=\"og:description\" content=\"Discover 10 surprising factors that significantly impact customer retention. 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