顧客維持コスト (CRC) とは？

The entire expense a company bears to retain its current clientele for a predetermined amount of time is known as the Customer Retention Cost (CRC). It’s critical for companies to know how much they are spending on client retention and the success of their retention campaigns.

Businesses can discover areas for optimization and improvement by analyzing customer retention costs (CRC), which gives them important insights into the costs related to client retention. For example, a company might find that a certain client group has a high CRC, which suggests that attempts to keep those consumers are becoming more expensive.

The cost of bringing in a new client is known as CAC, and the cost of keeping an existing customer is known as CRC. Businesses need to be aware of these indicators because they aid in figuring out how best to balance bringing in new business and keeping hold of current clientele. 

While CRC focuses on the costs of creating loyalty programs, delivering exceptional customer service, and implementing churn reduction initiatives, CAC focuses on the costs of marketing, sales, and customer onboarding. Understanding the difference between 顧客獲得コスト (CAC) and CRC is helpful to businesses when deciding on marketing and customer retention strategies that may lead to sustainable growth. 

Companies that just think about the expense of bringing in new clients without taking into account the cost of keeping their current clientele risk overspending and missing out on opportunities to enhance sales and customer loyalty.

The term “customer retention cost” (CRC) refers to a range of costs related to preserving client connections and fostering loyalty.  These expenses usually consist of the following: 

• Customer service: offering assistance to customers by assisting them with their issues. 
• リテンションマーケティング: 継続的な顧客エンゲージメントを促進し、その後の購入を奨励するためのキャンペーンやその他の取り組みを通じて行われる取り組みを網羅しています。 
• CRMシステム: 顧客データとインタラクションを管理するためのツールを提供し、コミュニケーションと関係構築をサポートします。

企業は顧客維持コスト（CRC）を分析することで、顧客維持に関する貴重な情報を取得できます。顧客維持のコストを知ると、企業は維持活動の有効性を評価し、それに応じて戦略を調整できます。CRCを評価する主な利点の一部を以下に示します。

• 顧客の永続性と収益性を認識する: 企業は、各セクターの顧客維持コストを計算することで、最も収益性の高い市場セグメントを特定し、それらのセクターにリソースを配分できます。 顧客を維持するこれにより、長期的に成長と持続可能性が促進されます。
• 顧客維持施策の投資収益率を計算する： 企業は、顧客維持コストを顧客の生涯価値と比較することで、どの手法が最も費用対効果が高く、最大の投資収益率をもたらすかを判断できます。
• Optimize your revenue from each customer over time: Companies may increase customer lifetime value by optimizing 料金, marketing, and customer service strategies by knowing the cost of retention. Revenue and profitability rise as a result. 

Remember, the key to successful client retention is a data-driven strategy. Analyzing customer retention costs reveals critical data that can inform your decision-making process, potentially impacting growth.

Reducing Customer Retention Cost (CRC) is essential to the expansion and long-term success of a company. Here are five successful tactics:

• Streamline processes for client success: Simplify the onboarding process, make tools that are easy to use, and provide proactive assistance.
• Include CRC in product pricing: Include CRC in your pricing plan to get a more precise estimate of your client acquisition cost.
• セルフサービスサポートのリソースを作成する: FAQ、ナレッジベース、解説動画を活用して、顧客が基本的な問題を簡単に解決できるようにします。
• 注目する 顧客生涯価値 (CLV): 顧客の維持に投資し、最優先事項とし、その価値を最大限に活用します。
• 顧客満足を保証する: 信頼できるつながりを構築し、顧客の意見を慎重に検討し、問題を迅速に対処し、顧客体験を向上させるために積極的に耳を傾けます。 

これらの戦略は、ブランドのロイヤルティ、顧客満足度、収益性の変化に関連する可能性があります。