{"id":794184,"date":"2018-02-28T05:13:41","date_gmt":"2018-02-28T12:13:41","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-kaybi-tanim-oran-analiz-ve-tahmin\/"},"modified":"2018-02-28T05:13:41","modified_gmt":"2018-02-28T05:13:41","slug":"musteri-kaybi-tanim-oran-analiz-ve-tahmin","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-kaybi-tanim-oran-analiz-ve-tahmin\/","title":{"rendered":"M\u00fc\u015fteri Kayb\u0131: Tan\u0131m, Oran, Analiz ve Tahmin"},"content":{"rendered":"<div class=\"entry__content\">\n<h2><b><a id=\"Customer_Churn_Definition\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131 Tan\u0131m\u0131<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri kayb\u0131 veya m\u00fc\u015fteri y\u0131pranmas\u0131, bir i\u015fletmenin m\u00fc\u015fterilerinin art\u0131k sat\u0131n almad\u0131\u011f\u0131 veya i\u015fletmeyle etkile\u015fime girmedi\u011fi olgudur. Y\u00fcksek m\u00fc\u015fteri kayb\u0131, daha fazla say\u0131da m\u00fc\u015fterinin art\u0131k i\u015fletmeden mal ve hizmet sat\u0131n almak istemedi\u011fi anlam\u0131na gelir.  <\/span><span style=\"font-weight: 400;\">M\u00fc\u015fteri kay\u0131p oran\u0131 veya m\u00fc\u015fteri y\u0131pranma oran\u0131, bir i\u015fletmeden ba\u015fka bir al\u0131\u015fveri\u015f yapma olas\u0131l\u0131\u011f\u0131 bulunmayan m\u00fc\u015fterilerin y\u00fczdesinin matematiksel olarak hesaplanmas\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri kayb\u0131, m\u00fc\u015fteriler bir kurulu\u015ftan \u00fcr\u00fcn\/hizmet sat\u0131n almaya devam etmemeye karar verdi\u011finde ve ili\u015fkilerini sonland\u0131rd\u0131\u011f\u0131nda ger\u00e7ekle\u015fir. Yeni bir m\u00fc\u015fteri edinmek, mevcut bir m\u00fc\u015fteriyi elde tutmaktan neredeyse 7 kat daha pahal\u0131ya mal olabilece\u011finden, kurulu\u015f i\u00e7in ayr\u0131lmaz bir parametredir. M\u00fc\u015fteri kayb\u0131, katlanarak b\u00fcy\u00fcyen bir kurulu\u015f i\u00e7in bir barikat olabilir ve m\u00fc\u015fteri kayb\u0131 oranlar\u0131nda bir art\u0131\u015ftan ka\u00e7\u0131nmak i\u00e7in bir elde tutma stratejisine karar verilmelidir.  <\/span><\/p>\n<h3><b><a id=\"Importance_of_predicting_customer_churn\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131n\u0131 Tahmin Etmenin \u00d6nemi<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Bu konuda \u00f6nemli bir \u015feyler yapmak i\u00e7in hala biraz zaman varken, belirli bir m\u00fc\u015fterinin \u00e7ok y\u00fcksek bir kay\u0131p riski alt\u0131nda oldu\u011funu tahmin edebilme yetene\u011fi, herhangi bir i\u015fletme i\u00e7in b\u00fcy\u00fck bir ek potansiyel gelir kayna\u011f\u0131n\u0131 temsil eder.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Yeni m\u00fc\u015fteriler edinmenin maliyetli bir i\u015f oldu\u011fu bir ger\u00e7ektir, ancak mevcut m\u00fc\u015fterileri kaybetmek i\u015fletme veya kurulu\u015f i\u00e7in daha da maliyetli olacakt\u0131r. Mevcut \u00f6deme yapan m\u00fc\u015fteriler genellikle mutlu olduklar\u0131 takdirde markan\u0131zdan tekrar tekrar sat\u0131n alacak olan geri d\u00f6nen m\u00fc\u015fterilerdir.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Her pazarda rekabet art\u0131yor ve bu da kurulu\u015flar\u0131 sadece yeni i\u015flere de\u011fil ayn\u0131 zamanda mevcut m\u00fc\u015fterileri elde tutmaya da odaklanmaya te\u015fvik ediyor.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri kayb\u0131n\u0131 tahmin etmeye y\u00f6nelik en \u00f6nemli ad\u0131m, mevcut m\u00fc\u015fterileri s\u00fcrekli sat\u0131n alma ve destek i\u00e7in \u00f6d\u00fcllendirmeye ba\u015flamakt\u0131r.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">B\u00fct\u00fcn bir <\/span><span style=\"font-weight: 400;\">m\u00fc\u015fteri yolculu\u011fu<\/span><span style=\"font-weight: 400;\">  sadece birka\u00e7 olay de\u011fil, m\u00fc\u015fteri kayb\u0131na yol a\u00e7ar. M\u00fc\u015fteri kayb\u0131n\u0131 \u00f6nleme \u00f6nceli\u011fi nedeniyle, kurulu\u015flar yak\u0131nda kaybedecekleri bu m\u00fc\u015fterilerin sat\u0131n al\u0131mlar\u0131 i\u00e7in te\u015fvikler sunmaya ba\u015flamal\u0131d\u0131r.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Daha \u00f6nce de belirtildi\u011fi gibi, bir m\u00fc\u015fterinin belirli bir \u00fcr\u00fcn\/hizmeti kullanmay\u0131 b\u0131rakma niyeti her zaman zaman i\u00e7inde olu\u015fan bir karar olabilir. Bu karara yol a\u00e7an \u00e7e\u015fitli fakt\u00f6rler vard\u0131r ve m\u00fc\u015fterilerin kalmaya ve al\u0131\u015fveri\u015f yapmaya devam etmeye ikna edilebilmesi i\u00e7in kurulu\u015flar\u0131n her bir fakt\u00f6r\u00fc anlamas\u0131 \u00f6nemlidir. Bu, s\u00fcrekli olarak a\u015fa\u011f\u0131dakileri ger\u00e7ekle\u015ftirerek yap\u0131labilir  <\/span><a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\/\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 memnuni\u0307yet anketleri\u0307<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ve al\u0131nan geri bildirimlerin analiz edilmesi. <\/span> <\/li>\n<\/ul>\n<h3><strong><a id=\"Customer_churn_rate_calculation\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kaybetme Oran\u0131 Hesaplama<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">En basit haliyle m\u00fc\u015fteri kay\u0131p oran\u0131, kaybetti\u011finiz m\u00fc\u015fteri say\u0131s\u0131n\u0131n toplam m\u00fc\u015fteri say\u0131s\u0131na b\u00f6l\u00fcnmesiyle elde edilir. Bir tahminde bulunmak i\u00e7in m\u00fc\u015fterilerinizi sat\u0131n alma s\u0131kl\u0131klar\u0131na g\u00f6re segmentlere ay\u0131rabilirsiniz.  <\/span><\/p>\n<p style=\"text-align: center; border: solid 1px #222; padding: 4px;\"><strong>M\u00fc\u015fteri Kayb\u0131 Oran\u0131 = Hay\u0131r. Kaybedilen M\u00fc\u015fteri Say\u0131s\u0131\/Toplam M\u00fc\u015fteri Say\u0131s\u0131 m\u00fc\u015fteri say\u0131s\u0131 (D\u00f6nem) x 100<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Bu form\u00fcl\u00fcn bir iterasyon i\u00e7in uygulanmas\u0131 basittir, ancak birden fazla zaman periyodunda m\u00fc\u015fteri kayb\u0131n\u0131 hesaplaman\u0131z gerekti\u011finde daha karma\u015f\u0131kt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00d6rne\u011fin, ilk y\u0131l kaybedilen m\u00fc\u015fteri say\u0131s\u0131 5 ve toplam m\u00fc\u015fteri say\u0131s\u0131 100 ise, ilk y\u0131l i\u00e7in kay\u0131p oran\u0131n\u0131z<strong> 5\/100*100= %<\/strong>5&#8217;tir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bununla birlikte, sabit bir m\u00fc\u015fteri kayb\u0131 oran\u0131 olsa bile, gelir kayb\u0131 do\u011fas\u0131 gere\u011fi artmaktad\u0131r.<\/span><\/p>\n<h3><strong><a id=\"Customer_churn_calculation_example\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131 Hesaplama \u00d6rne\u011fi<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u00d6rne\u011fin, her y\u0131l 100 $ de\u011ferinde mal ve hizmet sat\u0131n alan 10 m\u00fc\u015fteri edinirseniz, %0 kay\u0131p oran\u0131yla 3 y\u0131l boyunca (100 $ X 10) + (100 $ X 20) + (100 $ X 30) = 6000 $ kazanacaks\u0131n\u0131z.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ancak, kay\u0131p oran\u0131 devreye girdi\u011finde i\u015fler daha karma\u015f\u0131k bir hal al\u0131r. \u015eimdi ortalama i\u015f kayb\u0131 oran\u0131n\u0131 %30 olarak alal\u0131m ve aniden (100 $ X 10) + (100 $ X 17) + (100 $ X 21.1) = 4810 $ elde edelim.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Ba\u015fka bir deyi\u015fle, kay\u0131plar i\u015fletmeye 1.190 dolara mal oldu ve bu da 3 y\u0131l i\u00e7inde \u015firkete toplam gelirin yakla\u015f\u0131k %20&#8217;sine mal oldu.<\/span><\/i><span style=\"font-weight: 400;\">  M\u00fc\u015fteri kayb\u0131ndan kaynaklanan bu gelir kayb\u0131na gelir kayb\u0131 denir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c7o\u011fu i\u015fletme yeni m\u00fc\u015fteriler edinmek i\u00e7in \u00f6nemli miktarda para harcarken, m\u00fc\u015fterilerin tekrar al\u0131\u015fveri\u015f yapmaya devam etmelerini sa\u011flamaya \u00e7ok daha az odaklanmaktad\u0131r. Hatta baz\u0131 uzmanlar, bir i\u015fletme b\u00fcy\u00fcd\u00fck\u00e7e daha y\u00fcksek m\u00fc\u015fteri elde tutma ve daha d\u00fc\u015f\u00fck m\u00fc\u015fteri kayb\u0131 oran\u0131na daha fazla odaklan\u0131lmas\u0131 gerekti\u011fini \u00f6ne s\u00fcr\u00fcyor.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ayr\u0131ca, daha y\u00fcksek kay\u0131p oran\u0131, a\u015fa\u011f\u0131daki nedenlerden dolay\u0131 da bir i\u015fletme \u00fczerinde g\u00f6zle g\u00f6r\u00fcl\u00fcr olumsuz bir etkiye sahiptir:  <\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Yeni m\u00fc\u015fteri edinmenin maliyeti, elde tutma maliyetlerinden \u00f6nemli \u00f6l\u00e7\u00fcde daha y\u00fcksektir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Mevcut bir m\u00fc\u015fteriye sat\u0131\u015f yapma oran\u0131, markan\u0131za a\u015fina olmayan bir m\u00fc\u015fteriye sat\u0131\u015f yapma oran\u0131ndan ortalama %60 daha y\u00fcksektir.  <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Mevcut m\u00fc\u015fteriler, memnun kald\u0131klar\u0131nda, &#8220;a\u011f\u0131zdan a\u011f\u0131za&#8221; organik yay\u0131l\u0131m yoluyla marka tan\u0131t\u0131mlar\u0131 i\u00e7in m\u00fckemmel bir kaynakt\u0131r. Ba\u015fka bir deyi\u015fle, marka destek\u00e7ileriniz olurlar ve markan\u0131z\u0131 ba\u015fkalar\u0131na tavsiye ederler, b\u00f6ylece m\u00fc\u015fteri kazan\u0131m\u0131 i\u00e7in daha fazla harcama yapman\u0131za gerek kalmadan genel m\u00fc\u015fteri taban\u0131n\u0131z\u0131 art\u0131r\u0131rlar.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bu nedenle, herhangi bir i\u015fletmenin artan karlar elde etmesi i\u00e7in, d\u00fc\u015f\u00fck kay\u0131p oran\u0131na ve y\u00fcksek karl\u0131l\u0131\u011fa sahip olmas\u0131 kritik \u00f6neme sahiptir. <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-satisfaction-rating\/\"><br \/>\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri memnuniyet oran\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><b><a id=\"Customer_Churn_Analysis\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131 Analizi<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Art\u0131k m\u00fc\u015fteri kayb\u0131n\u0131n ne oldu\u011funu iyi anlad\u0131\u011f\u0131m\u0131za g\u00f6re, bir sonraki bariz ad\u0131m onu analiz etmektir. Bunun iki nedeni vard\u0131r:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1. M\u00fc\u015fteri kayb\u0131 oran\u0131n\u0131z\u0131 iyile\u015ftirmek i\u00e7in \u00e7\u00f6z\u00fcmler bulmadan \u00f6nce buna neyin sebep oldu\u011funu bilmeniz gerekir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">2. E\u011fer kay\u0131plar\u0131 azaltmak i\u00e7in bir \u00e7\u00f6z\u00fcm uygulad\u0131ysan\u0131z, bunun i\u015fe yaray\u0131p yaramad\u0131\u011f\u0131n\u0131 bilmeniz gerekir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri kayb\u0131n\u0131 izlemenin ve analiz etmenin bir\u00e7ok yolu vard\u0131r, burada iki y\u00f6nteme odaklanaca\u011f\u0131z: <a href=\"https:\/\/www.questionpro.com\/blog\/cohort-study\/\">kohort \u00e7al\u0131\u015fmas\u0131<\/a> raporu ve m\u00fc\u015fteri davran\u0131\u015f\u0131na g\u00f6re m\u00fc\u015fteri kayb\u0131.  <\/span><\/p>\n<p><b>1. Kohort Raporu:  <\/b><span style=\"font-weight: 400;\">Bir kohort raporu, m\u00fc\u015fterilerinizin birimlerini ve zaman i\u00e7indeki kay\u0131p oranlar\u0131n\u0131 analiz eder. Kohort, belirli bir zaman diliminde markan\u0131zdan al\u0131\u015fveri\u015f yapan m\u00fc\u015fterilerden olu\u015fan bir birim veya segmenttir. Kullan\u0131labilecek yayg\u0131n bir kohort, belirli bir ayda al\u0131\u015fveri\u015f yapan m\u00fc\u015fterilerdir; \u00f6rne\u011fin, Ocak 2018 kohortunuz o ay\u0131 kapatan m\u00fc\u015fteriler olacakt\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir <a href=\"https:\/\/www.questionpro.com\/blog\/cohort-study\/\">kohort raporunun<\/a> iki \u00f6nemli avantaj\u0131 vard\u0131r: yeni m\u00fc\u015fteri kazan\u0131m\u0131ndan etkilenmeyen temiz rakamlar \u00fcretir ve ikinci \u00f6nemli avantaj\u0131 ise m\u00fc\u015fteri kayb\u0131nda bir model belirlemenize yard\u0131mc\u0131 olmas\u0131d\u0131r.<\/span><\/p>\n<p><b>2. Davran\u0131\u015fa g\u00f6re kay\u0131p:  <\/b><span style=\"font-weight: 400;\">Kohort raporuna g\u00f6re <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\">m\u00fc\u015fteri<\/a> kayb\u0131n\u0131 analiz etmenin yan\u0131 s\u0131ra, <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\">m\u00fc\u015fteri davran\u0131\u015f\u0131n\u0131<\/a> g\u00f6zlemleyerek de <a href=\"https:\/\/www.questionpro.com\/blog\/consumer-behavior-definition\/\">m\u00fc\u015fteri<\/a> kayb\u0131n\u0131 analiz edebilirsiniz. Bunun anlam\u0131, belirli \u00f6zellikleri kullanan veya belirli bir sat\u0131n alma i\u015flemini tamamlayan belirli bir m\u00fc\u015fteri davran\u0131\u015f modelini g\u00f6zlemlemeniz ve bunun kay\u0131p \u00fczerindeki etkisini belirlemeniz gerekti\u011fidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu y\u00f6ntemin a\u015fa\u011f\u0131daki gibi avantajlar\u0131 vard\u0131r:  <\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u0130\u015fletmeler, m\u00fc\u015fteri kayb\u0131n\u0131 azaltmak i\u00e7in iyile\u015ftirilmesi gereken \u00fcr\u00fcnlere ve \u00f6zelliklere odaklanmaya karar verebilir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Markalar, m\u00fc\u015fterileri elde tutmaktan ziyade halihaz\u0131rda var olan \u00f6zellikleri daha iyi hale getirmeye de odaklanabilir.<\/span><\/li>\n<\/ul>\n<h3><strong><a id=\"How_to_reduce_customer_churn\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131 6 Basit Yolla Nas\u0131l Azalt\u0131l\u0131r?<\/strong><\/h3>\n<p><b>1. Net Tavsiye Skoru&#8217;nuzu takip edin:<\/b><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\"> <span style=\"font-weight: 400;\">Net Tavsiye Skoru<\/span><\/a><span style=\"font-weight: 400;\">  sadece sad\u0131k m\u00fc\u015fterilerinizi (Destek\u00e7iler) de\u011fil, ayn\u0131 zamanda memnuniyetsiz olanlar\u0131 da (Detrakt\u00f6rler) belirlemenize yard\u0131mc\u0131 olur. NPS puan\u0131n\u0131z\u0131 takip ederek kay\u0131plar\u0131n\u0131z\u0131 azaltabilirsiniz.  <\/span><\/p>\n<p><b>2.<\/b> M\u00fc\u015fteri \u00c7aba Puan\u0131 <b>(CES)<\/b><b>: <\/b> M\u00fc\u015fteri \u00c7aba Puan\u0131<a href=\"https:\/\/www.questionpro.com\/blog\/customer-effort-score\/\">(CES)<\/a>, m\u00fc\u015fteri \u00e7aban\u0131z\u0131 anlaman\u0131za yard\u0131mc\u0131 olan bir t\u00fcr m\u00fc\u015fteri memnuniyeti anket metri\u011fidir. M\u00fc\u015fteri \u00e7abas\u0131 ne kadar az olursa, m\u00fc\u015fteri hizmetleriniz o kadar iyi olur. Daha iyi m\u00fc\u015fteri hizmetleri ile m\u00fc\u015fteri kayb\u0131 daha d\u00fc\u015f\u00fck olmal\u0131d\u0131r.<\/p>\n<p><b>3. M\u00fc\u015fterilerinize do\u011fru sorular\u0131 sorun:  <\/b><span style=\"font-weight: 400;\">M\u00fc\u015fteri krald\u0131r ve hakl\u0131 olarak bunu s\u00f6yler. Bir i\u015fletme i\u00e7in, m\u00fc\u015fterilerinin \u00fcr\u00fcn veya hizmetlerinden memnun olup olmad\u0131\u011f\u0131n\u0131 bilmek son derece \u00f6nemlidir. Bunu anlaman\u0131n en kolay yolu h\u0131zl\u0131 bir  <\/span><span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307 <\/span><span style=\"font-weight: 400;\">geri bildirim. Do\u011fru geri bildirimi almak i\u00e7in m\u00fc\u015fterilerinize do\u011fru sorular\u0131 sorun, bu da sonu\u00e7ta bilin\u00e7li kararlar vermenize \/ zaman\u0131nda de\u011fi\u015fiklikler yapman\u0131za (gerekirse) yard\u0131mc\u0131 olacak ve b\u00f6ylece memnuniyetsiz m\u00fc\u015fteri say\u0131s\u0131n\u0131 azaltacakt\u0131r.<\/span><\/p>\n<p><b>4. Sad\u0131k m\u00fc\u015fterilerinizi mutlu edin:<\/b><span style=\"font-weight: 400;\">  Sad\u0131k m\u00fc\u015fterilerinize markan\u0131za ba\u011fl\u0131 kalmalar\u0131 i\u00e7in nedenler sunun. Sad\u0131k m\u00fc\u015fteriler yaln\u0131zca sizden d\u00fczenli olarak al\u0131\u015fveri\u015f yapmakla kalmaz, ayn\u0131 zamanda ailelerini, arkada\u015flar\u0131n\u0131 ve i\u015f ortaklar\u0131n\u0131 da size \u00f6nerir. <a href=\"https:\/\/www.questionpro.com\/features\/rewards.html\">Sadakat veya \u00f6d\u00fcl puanlar\u0131<\/a>, do\u011fum g\u00fcn\u00fc\/y\u0131l d\u00f6n\u00fcm\u00fc indirimleri, kullan\u0131labilecek \u00f6d\u00fcl puanlar\u0131 vb. <a href=\"https:\/\/www.questionpro.com\/features\/rewards.html\">sunun<\/a>.  <\/span><\/p>\n<p><b>5. Sad\u0131k m\u00fc\u015fterilerinize normalden daha fazlas\u0131n\u0131 sunun<\/b><span style=\"font-weight: 400;\">: Onlara uzun vadeli indirimler sunun. Uzun vadeli bir indirim veya s\u00f6zle\u015fme hem i\u015fletmeye hem de m\u00fc\u015fteriye fayda sa\u011flamal\u0131d\u0131r. Leading footwear, ayakkab\u0131lar\u0131n hala iyi durumda olmas\u0131 ko\u015fuluyla ayakkab\u0131lar\u0131nda \u00f6m\u00fcr boyu de\u011fi\u015fim teklifi sunar. B\u00f6yle bir teklifi kim ka\u00e7\u0131rmak ister ki?<\/span><\/p>\n<p><b>6. Ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri hizmeti sa\u011flay\u0131n:<\/b><span style=\"font-weight: 400;\">  M\u00fc\u015fterilerinizin rakiplerinize gitmesini imkans\u0131z hale getirin. <a href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\">M\u00fc\u015fteri hizmetleri<\/a>, m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\">sadakatinin<\/a> anahtar\u0131d\u0131r. Bir marka ola\u011fan\u00fcst\u00fc m\u00fc\u015fteri hizmetleri sunuyorsa, m\u00fc\u015fteri kayb\u0131 olas\u0131l\u0131\u011f\u0131 daha azd\u0131r. Rakiplerinizden daha iyi olun. Sadece bir \u00fcr\u00fcn satmakla kalmay\u0131n, ona de\u011fer katt\u0131\u011f\u0131n\u0131zdan da emin olun!<\/span><\/p>\n<p>\u00d6rne\u011fin: Bir \u015firket s\u0131k s\u0131k m\u00fc\u015fteri kayb\u0131na u\u011fruyor ve bu kayb\u0131n m\u00fc\u015fteri hizmetlerinden de\u011fil fiyatland\u0131rmadan kaynakland\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcn\u00fcyor. Ancak yak\u0131n zamanda yap\u0131lan bir ara\u015ft\u0131rmaya g\u00f6re, \u00e7o\u011fu \u015firketin m\u00fc\u015fteri hizmetlerinin iyi oldu\u011funu ancak fiyatland\u0131rman\u0131n sorun oldu\u011funu d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fc, oysa durumun tam tersi oldu\u011fu g\u00f6r\u00fclm\u00fc\u015ft\u00fcr. Bu m\u00fc\u015fterilerle yap\u0131lan <a href=\"https:\/\/www.questionpro.com\/blog\/surveys\/\">ankete<\/a> g\u00f6re, %40&#8217;\u0131n\u0131n m\u00fc\u015fteri hizmetleri ve sadece %29&#8217;unun fiyatland\u0131rma nedeniyle ayr\u0131ld\u0131\u011f\u0131 sonucuna var\u0131lm\u0131\u015ft\u0131r.<\/p>\n<p>Dolay\u0131s\u0131yla bu, bir \u015firketin m\u00fc\u015fterilerini elinde tutmas\u0131n\u0131 ve hatta kaybetti\u011fi m\u00fc\u015fterileri geri kazanmas\u0131n\u0131 sa\u011flayacak olan \u015feyin m\u00fc\u015fterilerinizi izlemek ve mutlu etmek oldu\u011funu g\u00f6stermektedir. Bu nedenle, bir m\u00fc\u015fteri kayb\u0131 anketi gereklidir ve m\u00fc\u015fterilerin neden ayr\u0131ld\u0131\u011f\u0131n\u0131 ve do\u011frudan m\u00fc\u015fterilerinden toplanan verilere dayanarak hangi alanlar\u0131n iyile\u015ftirilmesi gerekti\u011fini bulmak i\u00e7in \u00e7ok yararl\u0131 olabilir.<\/p>\n<h3><b><a id=\"Advantages_of_Customer_Churn_Prevention\" class=\"blankurl\"><\/a>M\u00fc\u015fteri Kayb\u0131n\u0131 \u00d6nlemenin Avantajlar\u0131<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><b>\u0130yile\u015ftirme i\u00e7in bilgi edinin:<\/b><span style=\"font-weight: 400;\"> Memnun de\u011fil <\/span><span style=\"font-weight: 400;\">m\u00fc\u015fteriler yap\u0131c\u0131 geri bildirim kayna\u011f\u0131d\u0131r<\/span><span style=\"font-weight: 400;\">  bir kurulu\u015fun iyile\u015ftirilmesi i\u00e7in. Bir kurulu\u015f, m\u00fc\u015fteri kayb\u0131n\u0131 \u00f6nlemek i\u00e7in stratejiler uygularken iyile\u015ftirilmesi gereken y\u00f6nler hakk\u0131nda bilgi edinecektir.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>\u0130\u015f riskini azalt\u0131n:  <span style=\"font-weight: 400;\">M\u00fc\u015fteri kayb\u0131, i\u015fletme i\u00e7in do\u011frudan bir kay\u0131p anlam\u0131na gelir. Mevcut bir m\u00fc\u015fteriye yeni bir \u00fcr\u00fcn\/hizmet satmak, yeni bir m\u00fc\u015fteriye satmaktan \u00e7ok daha kolay olacakt\u0131r. Bu nedenle, m\u00fc\u015fteri kayb\u0131 i\u015fletmenin b\u00fcy\u00fcmesi i\u00e7in zararl\u0131 olabilir.<\/span><\/b><\/li>\n<li style=\"font-weight: 400;\"> <b> Hedef pazar\u0131 anlay\u0131n:<\/b><span style=\"font-weight: 400;\"> M\u00fc\u015fteri kayb\u0131n\u0131 azaltmak i\u00e7in s\u00fcrekli \u00e7al\u0131\u015fmak, pazar\u0131n ba\u015fka t\u00fcrl\u00fc bilinmeyen katmanlar\u0131n\u0131 ortaya \u00e7\u0131karacakt\u0131r. <\/span><span style=\"font-weight: 400;\">Anketler<\/span><span style=\"font-weight: 400;\"> <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/focus-group\/\"><br \/>\n  <span style=\"font-weight: 400;\">odak gruplar\u0131<\/span><br \/>\n<\/a><span style=\"font-weight: 400;\"> ve benzeri faaliyetler, hedef pazar\u0131 daha iyi tan\u0131mak ve dolay\u0131s\u0131yla m\u00fc\u015fteri kayb\u0131n\u0131 azaltmak i\u00e7in ger\u00e7ekle\u015ftirilebilir.<\/span><\/li>\n<li><b>Pazarda rekabet avantaj\u0131 olu\u015fturun:<\/b><span style=\"font-weight: 400;\">  Yeni m\u00fc\u015fteriler kazanmak ve mevcut m\u00fc\u015fterileri elde tutmak i\u00e7in s\u00fcrekli rekabetin ya\u015fand\u0131\u011f\u0131 bir d\u00fcnyada, rekabette \u00fcst\u00fcnl\u00fck sa\u011flamak \u00f6nemlidir. M\u00fc\u015fteri kayb\u0131n\u0131 azaltma s\u00fcrecinde, m\u00fc\u015fteriler sadece bir i\u015fletmenin bilinmeyen y\u00f6nlerini bilmekle kalmaz, ayn\u0131 zamanda pazardaki di\u011ferlerine g\u00f6re rekabet avantaj\u0131 da elde eder.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><strong>Aradaki fark\u0131 kapatmaya haz\u0131r m\u0131s\u0131n\u0131z?<\/strong> S<\/span><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizle park keyfi ya\u015fay\u0131n ve <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fteri deneyimi program\u0131m\u0131z <\/a>hakk\u0131nda bilgi edinin. CX program\u0131n\u0131z\u0131 olu\u015fturmaya ve basitle\u015ftirmeye y\u00f6nelik ilk ad\u0131m\u0131n\u0131zda size rehberlik edelim.<\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"btn blogcta\" href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\">\u00dccretsiz Hesab\u0131n\u0131z\u0131 \u015eimdi Al\u0131n<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri Kayb\u0131 Tan\u0131m\u0131 M\u00fc\u015fteri kayb\u0131 veya m\u00fc\u015fteri y\u0131pranmas\u0131, bir i\u015fletmenin m\u00fc\u015fterilerinin art\u0131k sat\u0131n almad\u0131\u011f\u0131 veya i\u015fletmeyle etkile\u015fime girmedi\u011fi olgudur. Y\u00fcksek [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":620702,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1187],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Kayb\u0131: Tan\u0131m, Oran, Analiz ve Tahmin | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri kayb\u0131 veya m\u00fc\u015fteri y\u0131pranmas\u0131, bir i\u015fletmenin m\u00fc\u015fterilerinin art\u0131k sat\u0131n almad\u0131\u011f\u0131 veya i\u015fletmeyle etkile\u015fime girmedi\u011fi olgudur.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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