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What are the most common performance metrics for After-Sales professionals?

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After-sales is a crucial aspect of any business that wants to retain customers, increase loyalty, and generate referrals. But how do you measure the effectiveness of your after-sales activities? What are the key indicators that show you are delivering value and satisfaction to your customers? In this article, we will explore some of the most common performance metrics for after-sales professionals, and how they can help you improve your after-sales strategy.

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Shaimaa Sayed

Empowering Businesses to Grow and Scale l Digital Transformation l Data Management & Analytics l Artificial…

1 Customer satisfaction

Customer satisfaction is the most obvious and important metric for after-sales professionals. It reflects how happy your customers are with your products, services, and support. You can measure customer satisfaction through various methods, such as surveys, feedback forms, reviews, ratings, testimonials, or net promoter score (NPS). Customer satisfaction can help you identify your strengths and weaknesses, as well as the areas where you need to improve your after-sales processes.

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Shaimaa Sayed

Empowering Businesses to Grow and Scale l Digital Transformation l Data Management & Analytics l Artificial Intelligence l RPA l SaaS
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Customer satisfaction scores are key indicators of how well after sales services meet customer expectations. Average resolution time measures how quickly issues are resolved, impacting customer satisfaction. Customer retention rates show how successful after sales efforts are in keeping customers. Net Promoter Score (NPS) reflects customer loyalty and the likelihood of recommending the service. Monitoring the percentage of recurring issues helps identify problems. Response time to inquiries affects customer experience, while upsell cross sell success rates scale additional revenue generated from after sales interactions. Tracking these metrics enables Sales professionals to optimize their services and drive customer loyalty and revenue.

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Eduardo Rossi Thorell

Founder
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As métricas de desempenho mais comuns para profissionais de pós-venda variam de acordo com o setor e a fun??o específica, mas algumas das mais importantes incluem: 1. Satisfa??o do Cliente: Pesquisa de Satisfa??o (CSAT): Mede o nível de satisfa??o geral do cliente com o atendimento recebido. Net Promoter Score (NPS): Mede a probabilidade do cliente recomendar sua empresa a outros. Customer Effort Score (CES): Mede o esfor?o que o cliente teve que depender para resolver seu problema. 2. Eficiência do atendimento: Tempo médio de espera: Mede o tempo que o cliente espera para ser atendido. Tempo médio de resolu??o: Mede o tempo que leva para resolver o problema do cliente.

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Cryspus Maka

Investor Relations Manager & Renewable Energy Entrepreneur | Leading the Global Transition to Sustainability
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First Response Time Definition: Tracks how quickly customer inquiries are responded to after they are received. How it's measured: Calculated by measuring the time from when a ticket or inquiry is submitted to when the customer receives the first response

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2 Customer retention

Customer retention is the percentage of customers who continue to buy from you over a period of time. It shows how loyal your customers are, and how well you are meeting their needs and expectations. Customer retention is influenced by many factors, such as product quality, service quality, pricing, convenience, and after-sales support. Customer retention can help you calculate your customer lifetime value (CLV), which is the total revenue you can expect from a customer over their relationship with you.

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Eduardo Rossi Thorell

Founder
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Outra coisa que considero importante: 3. Qualidade do atendimento: Número de tickets reabertos: Mede o número de tickets que precisaram ser reabertos porque o problema n?o foi solucionado na primeira vez. Avalia??o do atendimento: Mede a avalia??o do cliente sobre a qualidade do atendimento recebido. Feedback do cliente: Mede o feedback qualitativo do cliente sobre o atendimento recebido. 4. Reten??o de clientes: Taxa de churn: mede a porcentagem de clientes que cancelaram seus servi?os ou produtos em um determinado período. Valor da vida útil do cliente (CLV): Mede a receita total que um cliente gera para a empresa durante sua vida útil. Taxa de reativa??o: Mede uma porcentagem de clientes que cancelaram seus servi?os.

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3 Customer churn

Customer churn is the opposite of customer retention. It is the percentage of customers who stop buying from you over a period of time. It shows how many customers you are losing, and why. Customer churn can be caused by various reasons, such as dissatisfaction, competition, switching costs, or changing needs. Customer churn can help you identify the root causes of customer attrition, and the strategies you need to implement to reduce it.

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Eduardo Rossi Thorell

Founder
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Aqui est?o algumas dicas para melhorar seu desempenho no Pós-Venda: Conhecer os produtos ou servi?os que você oferece: é importante ter um bom conhecimento dos produtos ou servi?os que você oferece para poder responder às perguntas dos clientes de forma eficaz. Seja proativo: N?o espere que os clientes venham até você com problemas. Seja proativo e identifique problemas potenciais antes que eles se tornem grandes problemas. Ser comunicativo: é importante se comunicar de forma clara e eficaz com os clientes. Mantenha-os informados sobre o status de seus problemas e responda às suas perguntas de forma oportuna.

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4 Customer loyalty

Customer loyalty is the degree of attachment and commitment that your customers have towards your brand. It shows how likely your customers are to recommend you to others, to buy more from you, and to resist competitive offers. Customer loyalty can be measured by various indicators, such as repeat purchases, cross-selling, up-selling, referrals, or loyalty programs. Customer loyalty can help you increase your market share, reduce your marketing costs, and enhance your reputation.

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5 Customer advocacy

Customer advocacy is the highest level of customer loyalty. It is when your customers become your advocates, and actively promote your brand to others. It shows how much your customers trust you, value you, and appreciate you. Customer advocacy can be measured by various methods, such as word-of-mouth, social media, testimonials, reviews, or case studies. Customer advocacy can help you generate more leads, conversions, and sales, as well as improve your brand awareness and credibility.

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6 Customer profitability

Customer profitability is the difference between the revenue and the cost of serving a customer. It shows how much profit you are making from each customer, and how efficient your after-sales operations are. Customer profitability can be calculated by various methods, such as contribution margin, return on investment, or customer lifetime value. Customer profitability can help you optimize your after-sales resources, allocate your budget, and prioritize your customers.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most common performance metrics for After-Sales professionals?

1

2

3

4

5

6

7

1 Customer satisfaction

2 Customer retention

3 Customer churn

4 Customer loyalty

5 Customer advocacy

6 Customer profitability

7 Here’s what else to consider

Aftersales

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What are the most common performance metrics for After-Sales professionals?

1

2

3

4

5

6

7

1 Customer satisfaction

2 Customer retention

3 Customer churn

4 Customer loyalty

5 Customer advocacy

6 Customer profitability

7 Here’s what else to consider

Aftersales

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