The probability of selling to a new prospect is 5 20

This preview shows 15 out of 17 pages.

The probability of selling to an existing customer is 60 – 70%. The  probability of selling to a new prospect is 5-20% –  Marketing Metrics
Image of page 15

Subscribe to view the full document.

Facts about customer service  Facts about customer service  and contact / call centers and contact / call centers Research shows that a 10% increase in customer retention  levels result in a 30% increase in the value of the  company –  Bain & Co. 85% of consumers are dissatisfied with their phone  experience –  Gartner Even in a negative economy, customer experience is a  high priority for consumers, with 60% often or always  paying more for a better experience. –  Harris Interactive,  Customer Experience Impact Report
Image of page 16
Facts about customer strategy Facts about customer strategy 71% of business leaders believe that customer experience is the  next corporate battleground –  Shaw & Ivens 55% of current marketing spend is on  new customer acquisition   –  McKinsey 33% of current marketing spend is on  brand awareness    McKinsey Only 12% of current marketing spend is on  customer retention  –  McKinsey What is wrong with this picture???
Image of page 17
You've reached the end of this preview.
  • Spring '11
  • Kawai
  • McKinsey

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern