5. Product Return Rate
Action : Rate product returns.
Another metric that applies specifically to companies that sell tangible products as opposed to services or subscriptions is your product return rate. This is the percentage of total units sold that are returned to you.
While products can be returned for a variety of reasons, product indonesia mobile database returns are never a good thing, and the ultimate goal is to get this number as close to zero as possible.
While the average return rate for B2C retailers hovers around 9% for in-store and 20% for online purchases, respectively, product returns in a B2B environment can be far more deadly. Given the higher volumes and longer duration of the average B2B sales cycle, product returns can be extremely problematic for your customer retention strategy. Customer service teams must quickly make amends before the sale andor customer is lost entirely.
Product return rates are undoubtedly one data point that customer success teams must keep a close eye on. Not only can customer success managers use it to justify reaching out to internal parties and initiating a damage control process, but they can also use this information to let the right people know where improvements need to be made to the product or its delivery.