How to Prove the ROI of Customer Satisfaction (CSAT)
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DECEMBER 2, 2019
It costs five times more to sell to a new customer than to sell to a happy one. This is an accepted rule of thumb, but in some industries, it can be much higher!) Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.
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