什么是保留专家？（以及为什么重要）

Businesses invest significant time developing ways to attract new customers. New products, special offers, advertising campaigns, and content creation all aim to entice visitors and generate leads.

但是，鉴于33% of customers will leave a brand经过一项糟糕的客户服务经验，保留现有客户与添加新客户同样重要（即使不是更重要）。

客户保留专家可以通过保留当前客户并充分利用现有客户群来帮助您减少流失和最大收入。本文将解释保留专家是什么以及他们的工作，为什么您的企业需要保留部门，平均保留专家工资以及如何找到保留专家的工作。

Customer retention is an increasing priority for many businesses because it's becoming more and more expensive to acquire new customers. Given the level of competition and the effort required to convert a lead into a sale, companies need to find ways to work smarter and not harder to generate consistent revenue.

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By maximizing the value you get out of your existing customers, a customer retention specialist saves you the trouble of relying on a constant stream of new business to keep your company in the black. Case in point, a 5% increase in customer retention can net a25% to 95%increase in profitability.

从本质上讲，客户保留专家的工作围绕创造积极的客户体验环境并在出现客户的情况下解决。保留工作也被称为客户成功管理，专注于通过利用参与，忠诚度和满意度来建立品牌与客户之间的关系。

To understand what this looks like in practice, let’s examine what a retention specialist does daily.

Retention Specialist Job Duties

根据行业的不同，保留专家工作职责看起来会大不相同。通常，客户保留专家的责任包括：

• 与客户交流并支持员工
• Collecting data about customer service trends
• 记录和回应客户投诉
• Developing strategies to retain customers
• Measuring key performance metrics related to churn and retention efforts

For example, a customer retention specialist at a college or university works to keep students in college. Typical job duties include organizing events for students, advising students about engagement opportunities, and helping students to develop good habits. In addition, retention specialists will work with teachers, counselors, and other resources to encourage students to stay in school and increase graduation rates.

Regardless of the industry, customer retention specialists leverage various strategies to provide a better customer experience, increase brand loyalty, and drive sales. Tracking customer data, setting up communication calendars, automating responses to inquiries, and managing loyalty and education programs are just a fewcustomer retention strategiesbusinesses use to delight and engage their customers.

客户保留专家对于任何服务部门都是必不可少的，因为他们管理客户如何看待您的品牌。他们是通过销售，产品和服务的付出和收购来向客户寻求反馈，管理期望并培养关系的人。

Retention Specialist Salary

The average retention specialist salary can vary wildly based on the industry, level of education, and amount of experience.

The average pay per hour for a retention specialist in the United States is around$15.28 per hour。然而,您可以很容易地找到工作支付美元25 per hour for an entry-level retention specialist.

In addition, many retention specialists also work in jobs that offer commissions for hitting retention goals. Commission payments vary depending on the industry and range anywhere from $0 to $5,000 per year.

By far, the most crucial factor for determining a retention specialist’s salary is the number of years they have in the industry. The more experience you have, the more leverage you have in salary negotiations.

That said, it’s also important to possess the necessary skills to excel in the position. For example, retention specialists need excellent communication, problem-solving, and people management skills to excel in the job.

此外，外部影响还会导致确定保留专家的工资的方程式。如果劳动力市场紧张或有很多开放的工作，而没有足够的工人来填补他们，那么这会给工资上升压力，这可能导致整个行业的工资增加。此外，生活成本也是一个考虑因素，因为在较高生活成本的都会区的工作通常比不太理想的市场的工作要高。

在申请保留专家工作之前，请确保您拥有该职位所需的资格，并记住要为您的工作付款的数字。如果您是一家希望聘请保留专家的企业，请花点时间分析业内和行业内的平均工资，以确保您提供有竞争力的工资和福利计划，以吸引熟练的申请人而不会超额付款和减少投资回报率。

Retention Specialist Jobs

According to estimates, investment in B2C customer and loyalty marketing will increase by30% in 2021。With more businesses set to invest in customer retention, there will be a corresponding influx in the number of open positions for customer retention specialists. However, to qualify and be successful in this role, you’ll need the required skills, education, and experience.

First and foremost, a retention specialist is a member of a company’s customer service team. That means you’ll need to have excellent customer service skills if you hope to work as a retention specialist. Communication, patience, and problem-solving are just a few of the capabilities you’ll need to have to be successful as a customer retention specialist.

至于教育，许多客户保留专家职位不需要大学学位。大致38,372 customer retention specialists目前在美国工作，专家的教育水平分解如下：

• 高中文凭：24％
• Bachelor’s: 40%
• 合伙人：20％
• Masters: 6%
• 其他学位：10％

While most customer retention specialists have some post-secondary education, it’s not a prerequisite for many positions. That said, if you do not have a high school diploma or GED, you may find it difficult to qualify for the role.

至于所需的经验，客户保留专家通常是入门级职位。但是，可能会要求申请人拥有数年的客户服务或销售经验，具体取决于公司。bob全站app

为什么您的企业需要保留部门

It's not enough to make a great product or service anymore. Customers want to feel valued and choose a great experience over a great product.

您可以将客户留在公司的时间越长，他们就越有可能进行额外购买，从而增加了他们的终身价值。bob全站app

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记住,高流失率可以拼死亡的y business, particularly startups and small businesses. If you don’t already have a customer retention department, you need to consider adjusting your marketing and customer support budget to accommodate this expense.

81％的客户say trust is an essential factor determining whether they will buy a product or service. To build trust with your customers, you need to maintain open and effective communications channels, respond to complaints quickly and appropriately, be receptive to feedback, and demonstrate that you care about the customer experience.

建立客户保留部门专家是向客户展示您足够关心他们以保持他们的关心的重要第一步。但是，即使在第一次初次销售之后，通过免费的新闻通讯，教育计划或忠诚度奖励与客户吸引，也足以将一项交易转变为终身关系。bob官网官方网站