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4 tips for tracking customer experience KPIs

Blog: OpenText

Increasingly, companies are running the numbers and discovering that they ignore customer experience at their peril. It’s more cost-effective to keep the customers you have, compared to the effort needed to attract more. Some put the estimate of new customer acquisition costs at 5x-25x greater than retention costs, depending on industry (Harvard Business Review).  According to a Bain & Company study, companies that excel at customer experience have …

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