HubSpot：2024重塑客户服务：企业未开发的收入来源报告（英文版）（15页）.pdf

1、REINVENTING CUSTOMER SERVICE:The Untapped Revenue Source for Your BusinessMost B2B companies are sitting on a treasure trove of unleashed revenue potential.Heres how to set it in motion.2024Reinventing Customer Service:The Untapped Revenue Source for Your BusinessWhat Well CoverCHAPTER 1The New Way

2、to Win with CXGo to sectionCHAPTER 25 Disruptions Impacting the B2B ExperienceGo to sectionCHAPTER 3The New Framework for Revenue-Driven CXGo to sectionCONCLUSIONPreparing for a Future of Proactive CXGo to sectionAI cover image by:Eduardo Garcia-Lopez The New Way to Win with CXHow much faster would

3、your business scale if customer churn rates go down,renewals go up and expansion revenue swells?According to the latest research,the answer is“a lot.”Existing customers dont just bring in the majority of revenue for most B2B companies.Theyre also less expensive and more likely to bring in high-quali

4、ty referrals:72%of revenue comes from existing customers.Thats more than 2x the amount generated by new pipeline.New customers are 7x more expensive.Acquiring a new customer costs 6-7x more than retaining an existing one.Current customers can generate up to 95%more revenue.A 5%increase in customer r

5、etention can boost revenue by 25-95%.Given these findings,you cant afford not to invest in delighting and retaining customers and not just because its more cost-effective to do so.Focusing on retention opens the doors to higher customer lifetime value and long-term business growth.In other words:The

6、 longer you hold on to high-value customers,the more profitable your business will be.However,there is a catch.Its no longer enough to simply meet customer expectations.You have to go beyond reactive problem-solving to proactively delivering more value.So,what does this look like in practice?We surv