{"id":1695,"date":"2023-07-03T09:28:19","date_gmt":"2023-07-03T09:28:19","guid":{"rendered":"https:\/\/www.customerobsessing.com\/?p=1695"},"modified":"2023-07-14T13:05:39","modified_gmt":"2023-07-14T13:05:39","slug":"retention-rates-churn-kpis-understanding-and-measuring-customer-loyalty","status":"publish","type":"post","link":"https:\/\/www.customerobsessing.com\/es\/retention-rates-churn-kpis-understanding-and-measuring-customer-loyalty\/","title":{"rendered":"Retention Rates &#038; Churn KPIs: Understanding and Measuring Customer Loyalty"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1695\" class=\"elementor elementor-1695\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-080dc68 e-flex e-con-boxed e-con e-parent\" data-id=\"080dc68\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-974e9dd elementor-widget elementor-widget-image\" data-id=\"974e9dd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2023\/07\/Retention-Rates-Churn.png\" title=\"\" alt=\"Retention Rates &amp; Churn - Understanding and Measuring Customer Loyalty\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e14602a elementor-widget elementor-widget-heading\" data-id=\"e14602a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-large\">Retention Rates &amp; Churn KPIs: Understanding and Measuring Customer Loyalty<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05d6fa9 elementor-widget elementor-widget-text-editor\" data-id=\"05d6fa9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>As a business owner or marketer, you want to ensure that your customers keep coming back and that they are satisfied with your products or services. Retention rates and churn KPIs are essential metrics that help measure customer loyalty and provide insights into your business&#8217;s overall performance.<\/p><p>Retaining customers is vital for business growth and success &#8211; the numbers speak for themselves:<\/p><ul><li>Studies have shown that <a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noopener\">it costs five to 25 times more to acquire a new customer than to retain an existing one<\/a><\/li><li>Loyal customers are more likely to spend more money, make repeat purchases, and refer new customers to your business: <a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noopener\">Increasing customer retention rates by 5% increases profits by 25% to 95%<\/a>\u00a0<\/li><\/ul><p>To help you understand the importance of retention rates and churn KPIs, we will explore different metrics and their differences below<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-22c70fc e-flex e-con-boxed e-con e-parent\" data-id=\"22c70fc\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-55eea44 elementor-widget elementor-widget-text-editor\" data-id=\"55eea44\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"color: #73328a; font-family: var(--h3_typography-font-family); font-size: 24px; font-style: var(--h3_typography-font-style,normal); font-weight: var(--h3_typography-font-weight); letter-spacing: var(--h3_typography-letter-spacing); text-transform: var(--h3_typography-text-transform); text-align: var(--text-align); background-color: var(--bg_color);\">Gross (Revenue) Retention Rate (GRR)<\/span><\/p><p>Gross Revenue Retention Rate calculates the percentage of total revenue retained from existing customers over a given period, typically on a monthly or annual basis. GRR is calculated by dividing the total revenue from existing customers at the end of the period by the total revenue from the same set of customers at the beginning of the period.<\/p><h2>Net (Revenue) Retention Rate (NRR)<\/h2><p>Net Revenue Retention Rate also measures the revenue retained from existing customers over a specific period, including expanding revenue from upsells, cross-sells or expansions. It is calculated by dividing the total revenue from existing customers at the end of the period including any expansion revenue, by the total revenue from the same set of customers at the beginning of the period.<\/p><h3>Customer Retention Rate (CRR)<\/h3><p>Customer retention rate measures the percentage of customers that continue to use your product or service over a given period. It is calculated by dividing the number of customers at the end of a period by the number of customers at the beginning of that period.<\/p><h2>Renewal Rate<\/h2><p>Renewal rate measures the percentage of customers that renew their subscription or contract with your business over a given period. This KPI is calculated by dividing the number of customers that renew their subscription or contract by the total number of customers that are up for renewal during a period.<\/p><h3>Churn Rate<\/h3><p>Churn rate measures the percentage of revenue you lost due to cancellations or downgrades in a given period of time. This KPI is calculated by dividing the value of cancellation and downgrades during a period by the total revenue at the beginning of that period.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d96fe97 e-flex e-con-boxed e-con e-parent\" data-id=\"d96fe97\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-abb86d6 elementor-widget elementor-widget-image\" data-id=\"abb86d6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2023\/07\/How-to-measure-Retention-Churn-KPIS.png\" title=\"\" alt=\"How to measure Retention &amp; Churn KPIS\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a8a6827 e-flex e-con-boxed e-con e-parent\" data-id=\"a8a6827\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d150834 elementor-widget elementor-widget-text-editor\" data-id=\"d150834\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2>Gross Retention &amp; Net Retention \u2013 Differentiation<\/h2><p>Both GRR and NRR are important metrics for assessing the health and growth potential of a company&#8217;s customer base. A high GRR indicates strong customer retention, while a high NRR suggests that customers are not only being retained but also generating additional revenue through expansions.<\/p><p>Gross retention lets you measure your revenue\u2019s stability without taking into account expansion opportunities. In addition, you can track downgrades and churns to see how they impact losses.<\/p><p>In addition, Net Retention helps you pay attention to how fast your revenue increases from upgrades, so you can formulate your upsell and cross-sell strategies accordingly. If you are falling behind in any of these areas, you can recover by improving onboarding to increase adoption and upgrading.<\/p><h3 style=\"font-family: var(--h3_typography-font-family); font-weight: var(--h3_typography-font-weight); line-height: var(--h3_typography-line-height); letter-spacing: normal; text-transform: none; font-style: normal; margin-top: var(--h3_typography-margin-top); margin-bottom: var(--h3_typography-margin-bottom);\">Why Are Retention Rates and Churn KPIs important for Customer Centricity?<\/h3><p>Retention rates and churn KPIs are crucial for customer centricity because they provide insights into customer loyalty and satisfaction. By measuring these metrics, businesses can identify areas of improvement and implement strategies to retain more customers, reduce churn, and increase revenue.<\/p><p>Moreover, retention rates and churn KPIs are critical for customer success because they allow businesses to:<\/p><ul><li>Measure the effectiveness of customer retention strategies<\/li><li>Identify customer segments that are at risk of churning and create targeted retention campaigns<\/li><li>Understand the reasons behind customer churn and implement solutions to address them<\/li><li>Measure the ROI of customer retention efforts<\/li><li>Evaluate the overall health of the business and identify areas for growth<\/li><\/ul><p>In conclusion, retention rates and churn KPIs are essential metrics that help businesses understand and measure customer loyalty. By tracking these KPIs, businesses can identify areas of improvement, create targeted retention campaigns, and increase revenue.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4da84e4 e-flex e-con-boxed e-con e-parent\" data-id=\"4da84e4\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-93f85cc elementor-widget elementor-widget-image\" data-id=\"93f85cc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2023\/07\/Increase-Retentin-Decrease-Churn.png\" title=\"\" alt=\"Increase Retention &amp; Decrease Churn\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-186daa3 e-flex e-con-boxed e-con e-parent\" data-id=\"186daa3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b552d50 elementor-widget elementor-widget-text-editor\" data-id=\"b552d50\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3><span style=\"font-family: var(--h3_typography-font-family); font-style: var(--h3_typography-font-style,normal); font-weight: var(--h3_typography-font-weight); letter-spacing: var(--h3_typography-letter-spacing); text-transform: var(--h3_typography-text-transform); text-align: var(--text-align); background-color: var(--bg_color);\">How to improve Retention Rates and increase churn?<\/span><\/h3><p>Improving retention rates and reducing churn are critical objectives for any Customer Success team. By prioritizing customer satisfaction and leveraging data, you can build strong, long-lasting relationships and drive business growth. Here&#8217;s a quick overview of strategies that can help achieve these goals:<\/p><p>1\ufe0f\u20e3 <b>Proactive Engagement<\/b>: Foster strong relationships with customers by proactively reaching out, offering support, and providing value-added resources. Regular check-ins, personalized onboarding, and ongoing training can go a long way in ensuring customer success and satisfaction.<\/p><p>2\ufe0f\u20e3 <b>Customer Success Plans<\/b>: Develop customized success plans for each customer, outlining specific goals, milestones, and action steps. By aligning your efforts with their unique needs and desired outcomes, you can enhance the customer experience and increase the likelihood of long-term retention.<\/p><p>3\ufe0f\u20e3 <b>Data-Driven Insights<\/b>: Leverage data and analytics to gain insights into customer behavior, usage patterns, and indicators of potential churn. Identify early warning signs, such as decreased activity or disengagement, and proactively address concerns before they escalate.<\/p><p>4\ufe0f\u20e3 <b>Proactive Risk Mitigation:<\/b> Identify at-risk customers and implement proactive measures to mitigate potential issues. Offer targeted training, conduct regular health checks, and provide additional resources to address their specific challenges and ensure they are achieving their desired results.<\/p><p>5\ufe0f\u20e3 <b>Continuous Education<\/b>: Help customers unlock the full potential of your product or service through continuous education initiatives. Offer webinars, workshops, and knowledge-sharing sessions that empower them to maximize value, explore advanced features, and stay updated on industry best practices.<\/p><p>6\ufe0f\u20e3 <b>Feedback and Collaboration<\/b>: Actively seek feedback from customers and incorporate their input into product development and improvement processes. By involving them in the decision-making and problem-solving, you foster a sense of ownership and partnership, increasing their loyalty and reducing churn.<\/p><p>&gt;&gt; Learn more about <a href=\"https:\/\/www.customerobsessing.com\/increase-customer-retention-through-customer-obsession\/\">how to increase Customer Retention trough Customer Obsession<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3fa7990f e-flex e-con-boxed e-con e-parent\" data-id=\"3fa7990f\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-33eb135a elementor-widget elementor-widget-heading\" data-id=\"33eb135a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">Long story short\u2026 Improving business success and customer loyalty by monitoring retention rates and Churn KPIs<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57685e2d elementor-widget elementor-widget-text-editor\" data-id=\"57685e2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Remember, improving retention rates and reducing churn is an ongoing process. Continuously assess and refine your strategies based on customer feedback, industry trends, and evolving needs. With a customer-centric mindset and a proactive approach, you can build strong, long-lasting relationships that drive business growth and success.<\/p><p>If you want to improve your business&#8217;s customer centricity and increase customer loyalty, start tracking retention rates and churn KPIs today.<\/p><p><strong>Let&#8217;s identify your areas for improvement, create targeted retention campaigns and increase revenue together.<br \/><\/strong><a href=\"https:\/\/www.customerobsessing.com\/contact\/\"><u>&gt;&gt; Contact us<\/u><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c10b135 elementor-widget elementor-widget-heading\" data-id=\"5c10b135\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-large\">This might also interest you<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a6a404d elementor-grid-5 elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-widget elementor-widget-portfolio\" data-id=\"1a6a404d\" data-element_type=\"widget\" data-settings=\"{&quot;columns&quot;:&quot;5&quot;,&quot;item_ratio&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0.5,&quot;sizes&quot;:[]},&quot;row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:30,&quot;sizes&quot;:[]},&quot;columns_tablet&quot;:&quot;2&quot;,&quot;columns_mobile&quot;:&quot;1&quot;,&quot;item_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"portfolio.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-portfolio elementor-grid elementor-posts-container\">\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2634 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-kundenorientierung\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/bridging-the-distance-the-power-of-in-person-events-for-remote-first-customer-success-teams\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2620\" alt=\"Beyond Internal Walls: Unlocking the Power of External Customer Journey Mapping\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tBridging the Distance: The Power of In-Person Events for Remote-First Customer Success Teams\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2619 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-customer-obsession\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/external-customer-journey-mapping\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2620\" alt=\"Beyond Internal Walls: Unlocking the Power of External Customer Journey Mapping\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/05\/External-CJM.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tBeyond Internal Walls: Unlocking the Power of External Customer Journey Mapping\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2609 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-customer-obsession\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/customer-journey-actions\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2610\" alt=\"From Map to Magic: Turn Your Customer Journey into Actionable Strategies\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/04\/CJM-Actions.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tFrom Map to Magic: Turn Your Customer Journey into Actionable Strategies\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2604 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-customer-obsession category-nps category-voice-of-customer\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/customer-journey-a-step-by-step-guide\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2605\" alt=\"Customer Journey: A Step-by-Step Guide\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Journey-Map.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tDecode Your Customer Journey: A Step-by-Step Guide to Mapping Success\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2596 post type-post status-publish format-standard has-post-thumbnail hentry category-cltv category-customer-experience category-customer_loyalty category-customer-obsession category-nps category-voice-of-customer\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/net-promoter-system\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2598\" alt=\"Net Promoter System: From Net Promoter Score to a Growth Engine\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/03\/Net-Promoter-System.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tBeyond the Score: Transforming Net Promoter into a Growth Engine \u2013 Net Promoter System\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2795 post type-post status-publish format-standard has-post-thumbnail hentry category-cltv-es category-experiencia-del-cliente category-fidelizacion-de-clientes category-nps-es category-obsesion-por-el-cliente category-voz-del-cliente\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/convierte-a-tus-fans-en-una-fuerza-de-ventas-utilizar-a-los-defensores-de-los-clientes-como-canal-de-referencia\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2796\" alt=\"Convierte a tus admiradores en una fuerza de ventas: Utilizar a los defensores de los clientes como canal de referencia\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Reference-Pipeline.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tConvierte a tus fans en una fuerza de ventas: Utilizar a los defensores de los clientes como canal de referencia\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2582 post type-post status-publish format-standard has-post-thumbnail hentry category-company-culture category-customer-obsession category-customer_success category-employee_engagement\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/engaging-employees-in-a-time-of-transition\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2583\" alt=\"Engaging Employees in a Time of Transition: Strategies for Boosting Morale and Productivity\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Employee-Engagement-during-Transition.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tEngaging Employees in a Time of Transition: Strategies for Boosting Morale and Productivity\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2565 post type-post status-publish format-standard has-post-thumbnail hentry category-cltv category-company-culture category-customer-obsession category-customer_success\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/capacity-model-cs\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2569\" alt=\"\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/02\/Blog-Feb-7.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tCapacity Modeling for Customer Success\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2547 post type-post status-publish format-standard has-post-thumbnail hentry category-cltv category-company-culture category-customer-obsession category-customer_success\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/data-driven-cs\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2554\" alt=\"\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Data-CS.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tData Driven Customer Success\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-portfolio-item elementor-post  post-2534 post type-post status-publish format-standard has-post-thumbnail hentry category-cltv category-company-culture category-customer-obsession category-customer_success\">\n\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.customerobsessing.com\/es\/strategic-account-mgmt-collaborative-cs\/\">\n\t\t\t\t<div class=\"elementor-portfolio-item__img elementor-post__thumbnail\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"169\" src=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-300x169.png\" class=\"attachment-thumbnail size-thumbnail wp-image-2535\" alt=\"\" srcset=\"https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-200x113.png 200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-300x169.png 300w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-400x225.png 400w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-600x338.png 600w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-768x432.png 768w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-800x450.png 800w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-1200x675.png 1200w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-1280x720.png 1280w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10-1536x864.png 1536w, https:\/\/www.customerobsessing.com\/wp-content\/uploads\/2024\/01\/Blog-Jan10.png 1920w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t<\/div>\n\t\t\t\t<div class=\"elementor-portfolio-item__overlay\">\n\t\t\t\t<h4 class=\"elementor-portfolio-item__title\">\n\t\tStrategic Account Management for Customer Success\t\t<\/h4>\n\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Retention Rates &amp; Churn KPIs: Understanding and Measuring Customer Loyalty As a business owner or marketer, you want to ensure that your customers keep coming back and that they are [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":1865,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[13,49,11,9],"tags":[],"class_list":["post-1695","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cltv","category-customer-experience","category-customer_loyalty","category-voice-of-customer"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts\/1695","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/comments?post=1695"}],"version-history":[{"count":0,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/posts\/1695\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/media\/1865"}],"wp:attachment":[{"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/media?parent=1695"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/categories?post=1695"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerobsessing.com\/es\/wp-json\/wp\/v2\/tags?post=1695"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}