{"id":792821,"date":"2023-02-09T11:00:00","date_gmt":"2023-02-09T11:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/2023te-olculmesi-gereken-10-temel-musteri-bagliligi-metrigi\/"},"modified":"2023-05-19T17:41:23","modified_gmt":"2023-05-19T17:41:23","slug":"2023te-olculmesi-gereken-10-temel-musteri-bagliligi-metrigi","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/2023te-olculmesi-gereken-10-temel-musteri-bagliligi-metrigi\/","title":{"rendered":"2023&#8217;te \u00d6l\u00e7\u00fclmesi Gereken 10 Temel M\u00fc\u015fteri Ba\u011fl\u0131l\u0131\u011f\u0131 Metri\u011fi"},"content":{"rendered":"\n<p>Her i\u015fletmenin can damar\u0131 her zaman mutlu m\u00fc\u015fterilerdir. Markalar\u0131n b\u00fcy\u00fcmesinin ve ba\u015far\u0131s\u0131n\u0131n arkas\u0131ndaki itici g\u00fc\u00e7lerdir. Ve m\u00fc\u015fteri etkile\u015fimini takip eden i\u015fletmeler s\u0131kl\u0131kla m\u00fckemmel hizmet sunar.<\/p>\n\n<p>Sonu\u00e7 olarak, m\u00fc\u015fterilerin markan\u0131zla nas\u0131l etkile\u015fime ge\u00e7ti\u011fini takip etmezseniz t\u00fcm etkile\u015fim \u00e7abalar\u0131n\u0131z bo\u015fa gider.<\/p>\n\n<p>M\u00fc\u015fteri etkile\u015fimi metriklerinizi s\u00fcrekli olarak takip edin. M\u00fc\u015fteriler \u00e7e\u015fitli kanallar \u00fczerinden etkile\u015fim kurabildi\u011finden, kitlenin ku\u015f bak\u0131\u015f\u0131 bir g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc elde etmek i\u00e7in hepsinden gelen metrikleri izlemek \u00f6nemlidir.<\/p>\n\n<p>Bu blogda m\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131 metrikleri ve i\u015fletmeniz i\u00e7in ilgili m\u00fc\u015fterileri nas\u0131l \u00f6l\u00e7ebilece\u011finiz ele al\u0131nacakt\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131 \u00f6l\u00e7\u00fcmleri nelerdir?<\/h2>\n\n<p>\u0130\u015fletmenizdeki kullan\u0131c\u0131 kat\u0131l\u0131m\u0131n\u0131 \u00f6l\u00e7meye y\u00f6nelik metriklere m\u00fc\u015fteri kat\u0131l\u0131m\u0131 metrikleri denir. Bu metrikler pazarlama stratejilerinizin i\u015fe yaray\u0131p yaramad\u0131\u011f\u0131n\u0131 ve m\u00fc\u015fterilerinizin beklentilerinin kar\u015f\u0131lan\u0131p kar\u015f\u0131lanmad\u0131\u011f\u0131n\u0131 belirlemenize yard\u0131mc\u0131 olur.<\/p>\n\n<p>\u0130\u015fte m\u00fc\u015fterilerinizin \u00e7ok daha fazla ilgisini \u00e7ekecek en \u00f6nemli <a href=\"https:\/\/usqa.questionpro.com\/blog\/metrics-to-measure-customer-satisfaction\/\">m\u00fc\u015fteri memnuniyeti metriklerinin<\/a> bir listesi:<\/p>\n\n<ol class=\"wp-block-list\">\n<li>Net Tavsiye Skoru (NPS)<\/li>\n\n\n\n<li>M\u00fc\u015fteri Memnuniyet Puan\u0131 (CSAT)<\/li>\n\n\n\n<li>M\u00fc\u015fteri Ya\u015fam Boyu De\u011feri (CLV veya LTV)<\/li>\n\n\n\n<li>M\u00fc\u015fteri Sa\u011fl\u0131k Puan\u0131<\/li>\n\n\n\n<li>G\u00fcnl\u00fck Aktif Kullan\u0131c\u0131 Say\u0131s\u0131 (DAU)<\/li>\n\n\n\n<li>D\u00f6n\u00fc\u015f\u00fcm Oran\u0131<\/li>\n\n\n\n<li>\u00d6zellik Kullan\u0131mlar\u0131<\/li>\n\n\n\n<li>Hisseler<\/li>\n\n\n\n<li>Sayfa G\u00f6r\u00fcnt\u00fclemeleri<\/li>\n\n\n\n<li>Churn Oran\u0131<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">10 Temel M\u00fc\u015fteri Ba\u011fl\u0131l\u0131\u011f\u0131 Metri\u011fi<\/h2>\n\n<p>M\u00fc\u015fteri kat\u0131l\u0131m\u0131 tamamen markan\u0131za kar\u015f\u0131 heyecan ve ilgi yaratmakla ilgilidir, b\u00f6ylece m\u00fc\u015fteriler sadece \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi sevdikleri i\u00e7in de\u011fil, ayn\u0131 zamanda sizi sevdikleri i\u00e7in de markan\u0131zla ili\u015fkilendirilmek isterler.  <\/p>\n\n<p>\u0130\u015fte ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri kat\u0131l\u0131m\u0131 stratejisi geli\u015ftirmek i\u00e7in en etkili 15 m\u00fc\u015fteri kat\u0131l\u0131m\u0131 \u00f6l\u00e7\u00fct\u00fc:<\/p>\n\n<ol class=\"wp-block-list\">\n<h3><\/h3><li>Net destek\u00e7i puan\u0131<\/li>\n<\/ol>\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Tavsiye Skoru<\/a> (NPS), m\u00fc\u015fteri sadakatini ve mutlulu\u011funu de\u011ferlendirmek i\u00e7in en etkili m\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131 \u00f6l\u00e7\u00fctlerinden biridir. Ayr\u0131ca uygulanmas\u0131 en basit metriklerden biridir. Hizmetinizi arkada\u015flar\u0131na, ailelerine veya i\u015f arkada\u015flar\u0131na tavsiye edip etmeyeceklerini sorarak m\u00fc\u015fteri geri bildirimi toplay\u0131n. Ard\u0131ndan, sizi 1 ila 10 aras\u0131nda derecelendirmelerini isteyin.<\/p>\n\n<p>K\u00f6t\u00fcleyenler, \u015firketinize 0 ila 6 aras\u0131nda bir puan veren, \u015firketinizden hi\u00e7 memnun olmayan ve \u015firketiniz hakk\u0131nda dedikodu yayabilen ki\u015filerdir.<\/p>\n\n<p>Pasif puanlar 7-8 aras\u0131ndad\u0131r. \u00c7o\u011fu zaman kullan\u0131c\u0131 deneyimleri olumludur; ancak hizmetinizi ba\u015fkalar\u0131na tavsiye edecek kadar hevesli de\u011fillerdir. Gelecekte kolayca rakibinize ge\u00e7ebilirler.<\/p>\n\n<p>Destek\u00e7iler 9-10 aras\u0131nda bir puana sahiptir ve \u015firketiniz hakk\u0131ndaki haberleri yaymaya heveslidir. \u00dcr\u00fcn veya hizmetlerinizin en s\u0131k kullan\u0131c\u0131lar\u0131 onlard\u0131r.<\/p>\n\n<p><strong>NPS&#8217;yi \u00d6l\u00e7mek i\u00e7in Ara\u00e7lar:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>QuestionPro CX<\/li>\n\n\n\n<li>AskNicely<\/li>\n\n\n\n<li>Typeform<\/li>\n<\/ul>\n\n<ol class=\"wp-block-list\" start=\"2\">\n<h3><\/h3><li>M\u00fc\u015fteri memnuniyeti puan\u0131 (CSAT)<\/li>\n<\/ol>\n\n<p><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">M\u00fc\u015fteri memnuniyeti<\/a> (CSAT), m\u00fc\u015fteri ba\u015far\u0131s\u0131n\u0131 ve \u00fcr\u00fcn kalitesini art\u0131rmak i\u00e7in \u00f6nemli bir performans g\u00f6stergesidir. Bir telefon g\u00f6r\u00fc\u015fmesi, \u00e7evrimi\u00e7i sat\u0131n alma vb. sonras\u0131nda m\u00fc\u015fteri memnuniyeti puanlar\u0131n\u0131 kullanabilirsiniz.<\/p>\n\n<p>\u00d6l\u00e7\u00fcm spektrumunuzu anlarsan\u0131z, se\u00e7enekleriniz konusunda daha yarat\u0131c\u0131 olabilirsiniz. CSAT, bir m\u00fc\u015fterinin \u00fcr\u00fcn veya hizmetinizle ilgili g\u00f6revleri tamamlamas\u0131n\u0131n ne kadar kolay veya zor oldu\u011funu \u00f6l\u00e7er. Size deneyimlerine g\u00f6re bir say\u0131 verebilirler veya g\u00fclen y\u00fczler veya emojiler ekleyerek CSAT&#8217;inizi \u00f6zelle\u015ftirebilirsiniz.<\/p>\n\n<p><strong>CSAT \u00d6l\u00e7\u00fcm Ara\u00e7lar\u0131<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>QuestionPro CX<\/li>\n\n\n\n<li>G\u00fczelTepki<\/li>\n\n\n\n<li>BirdEye<\/li>\n<\/ul>\n\n<ol class=\"wp-block-list\" start=\"3\">\n<h3><\/h3><li>M\u00fc\u015fteri ya\u015fam boyu de\u011feri (CLV veya LTV)<\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteri ya\u015fam boyu de\u011feri (CLV veya LTV), bir m\u00fc\u015fteriden aboneli\u011fi boyunca ne kadar gelir elde edece\u011finizi hesaplar. CLV, m\u00fc\u015fteri edinme maliyetinizi (CAC) ve m\u00fc\u015fteri kayb\u0131n\u0131z artarsa ne kaybedebilece\u011finizi hesaplaman\u0131za yard\u0131mc\u0131 olur.<\/p>\n\n<p>M\u00fc\u015fteri ya\u015fam boyu de\u011feri, ne s\u0131kl\u0131kta sat\u0131n ald\u0131klar\u0131na, ne kadar harcad\u0131klar\u0131na ve ne kadar s\u00fcre aktif kald\u0131klar\u0131na ba\u011fl\u0131d\u0131r. Tek bir m\u00fc\u015fteri edinmenin ne kadara mal oldu\u011funu ve bunun hakl\u0131 olup olmad\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnmek yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n\n<p><strong>CLV&#8217;yi \u00d6l\u00e7mek i\u00e7in Ara\u00e7lar:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>QuestionPro CX<\/li>\n\n\n\n<li>Unbounce<\/li>\n\n\n\n<li>HubSpot<\/li>\n<\/ul>\n\n<ol class=\"wp-block-list\" start=\"4\">\n<h3><\/h3><li>M\u00fc\u015fteri sa\u011fl\u0131k puan\u0131<\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteri sa\u011fl\u0131k puan\u0131, bir m\u00fc\u015fterinin kal\u0131p kalmayaca\u011f\u0131n\u0131, etkile\u015fime ge\u00e7ip ge\u00e7meyece\u011fini veya vazge\u00e7ip ge\u00e7meyece\u011fini tahmin etmek i\u00e7in kullan\u0131lan bir m\u00fc\u015fteri etkile\u015fim \u00f6l\u00e7\u00fct\u00fcd\u00fcr. Bu metrik, ekip ile m\u00fc\u015fteriler aras\u0131ndaki bo\u015flu\u011fu doldurarak m\u00fc\u015fteri ba\u015far\u0131 ekiplerine yard\u0131mc\u0131 olur.<\/p>\n\n<p>M\u00fc\u015fteri sa\u011fl\u0131k puanlar\u0131 son y\u0131llarda SaaS \u015firketleri i\u00e7in giderek daha \u00f6nemli hale geldi. \u00c7\u00fcnk\u00fc bu metrik, bir m\u00fc\u015fterinin SaaS \u00fcr\u00fcn\u00fcn\u00fczle nas\u0131l etkile\u015fime girdi\u011fi hakk\u0131nda faydal\u0131 bilgiler sa\u011flar. Hizmetinizden en iyi \u015fekilde yararlan\u0131p yararlanmad\u0131klar\u0131n\u0131, mevcut t\u00fcm \u00f6zellikleri kullan\u0131p kullanmad\u0131klar\u0131n\u0131 vb. belirleyebilirsiniz.<\/p>\n\n<p>\u00dcr\u00fcn\u00fcn\u00fczle eyleme ge\u00e7miyorlarsa vazge\u00e7me olas\u0131l\u0131klar\u0131 daha y\u00fcksektir. M\u00fc\u015fteri sa\u011fl\u0131k puan\u0131n\u0131z\u0131 \u00f6l\u00e7mek, a\u015fa\u011f\u0131dakiler de dahil olmak \u00fczere \u00e7e\u015fitli fakt\u00f6rlere ba\u011fl\u0131d\u0131r:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u015eirketinizin hedeflerine ba\u011fl\u0131 olarak sonucu a\u00e7\u0131klay\u0131n.<\/li>\n\n\n\n<li>Sa\u011fl\u0131k skorunun uygulanaca\u011f\u0131 m\u00fc\u015fteri segmentlerini tan\u0131mlay\u0131n.<\/li>\n<\/ul>\n\n<p><strong>M\u00fc\u015fteri Sa\u011fl\u0131k Puan\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Ara\u00e7lar:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>QuestionPro CX<\/li>\n\n\n\n<li>Gainsight<\/li>\n\n\n\n<li>Custify<\/li>\n<\/ul>\n\n<ol class=\"wp-block-list\" start=\"5\">\n<h3><\/h3><li>G\u00fcnl\u00fck aktif kullan\u0131c\u0131 say\u0131s\u0131 (DAU)<\/li>\n<\/ol>\n\n<p>SaaS \u015firketleri i\u00e7in g\u00fcnl\u00fck aktif kullan\u0131c\u0131 (DAU), \u00fcr\u00fcn\u00fcn\u00fcz\u00fc g\u00fcnl\u00fck olarak kullanan toplam kullan\u0131c\u0131 say\u0131s\u0131d\u0131r. \u00dcr\u00fcn\u00fcn\u00fcz\u00fc a\u00e7\u0131p bakan kullan\u0131c\u0131lar aktif olarak kabul edilir. Bu metrik, \u00fcr\u00fcn\u00fcn\u00fcz\u00fcn sa\u011fl\u0131\u011f\u0131n\u0131 de\u011ferlendirmek i\u00e7in \u00f6zellikle \u00f6nemlidir \u00e7\u00fcnk\u00fc onu kullanan benzersiz kullan\u0131c\u0131lar\u0131n say\u0131s\u0131n\u0131 izler.<\/p>\n\n<p>G\u00fcnl\u00fck aktif kullan\u0131c\u0131 metri\u011finin yaln\u0131zca ka\u00e7 ki\u015finin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc a\u00e7t\u0131\u011f\u0131n\u0131 veya g\u00f6r\u00fcnt\u00fcledi\u011fini g\u00f6sterdi\u011fini unutmay\u0131n. Yeni bir \u00fcr\u00fcn\u00fc piyasaya s\u00fcrd\u00fc\u011f\u00fcn\u00fczde ve pazarlad\u0131\u011f\u0131n\u0131zda bu metri\u011fin y\u00fckselmesini bekleyebilirsiniz.<\/p>\n\n<ol class=\"wp-block-list\" start=\"6\">\n<h3><\/h3><li>D\u00f6n\u00fc\u015f\u00fcm oran\u0131<\/li>\n<\/ol>\n\n<p>M\u00fc\u015fterilerin markan\u0131zla etkile\u015fim kurmas\u0131na yard\u0131mc\u0131 olan \u00e7e\u015fitli m\u00fc\u015fteri etkile\u015fimi \u00f6l\u00e7\u00fcmleri vard\u0131r. Bir SaaS i\u015fletmesi i\u00e7in her temas noktas\u0131, hedef kitlenizin sizinle etkile\u015fime ge\u00e7mesi i\u00e7in ba\u015fka bir olas\u0131 ge\u00e7ittir. Bu noktalar, nihai hedeften tamamlanan eyleme kadar d\u00f6n\u00fc\u015f\u00fcm oran\u0131n\u0131z\u0131 izlemek i\u00e7in veri olarak kullan\u0131labilir. Bu eylemler \u015funlar\u0131 i\u00e7erir:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>\u00dcr\u00fcnlerinizi veya hizmetlerinizi sat\u0131n almak<\/li>\n\n\n\n<li>Kitab\u0131n\u0131z\u0131, yaz\u0131l\u0131m\u0131n\u0131z\u0131 veya m\u00fc\u015fteri aday\u0131 m\u0131knat\u0131s\u0131n\u0131z\u0131 indirme<\/li>\n\n\n\n<li>Form g\u00f6nderimi  <\/li>\n\n\n\n<li>Web sitesi etkile\u015fimi<\/li>\n<\/ul>\n\n<p>D\u00f6n\u00fc\u015f\u00fcm oran\u0131, t\u00fcm ziyaret\u00e7ilerin y\u00fczdesi olarak istenen hedefi tamamlayan ziyaret\u00e7i say\u0131s\u0131d\u0131r. Eylemi kimin tamamlad\u0131\u011f\u0131n\u0131 ve kimin tamamlamad\u0131\u011f\u0131n\u0131 g\u00f6sterir. D\u00f6n\u00fc\u015f\u00fcm oran\u0131n\u0131z\u0131 hesaplamak i\u00e7in d\u00f6n\u00fc\u015f\u00fcm say\u0131s\u0131n\u0131 ayn\u0131 zaman dilimindeki toplam etkile\u015fim say\u0131s\u0131na b\u00f6l\u00fcn.<\/p>\n\n<p>D\u00f6n\u00fc\u015f\u00fcmler sonu\u00e7ta markan\u0131z\u0131n bir b\u00fct\u00fcn olarak ne kadar k\u00e2rl\u0131 oldu\u011funa ba\u011fl\u0131d\u0131r. Yine de, m\u00fc\u015fteriyi elde tutmay\u0131 anlama ve iyile\u015ftirme konusunda yard\u0131mc\u0131 olurlar.<\/p>\n\n<p>\u0130\u00e7erik pazarlama stratejilerinizin iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131ndan emin olmak i\u00e7in bu metri\u011fi takip edin ve sorunlar\u0131 gidermek i\u00e7in bu verileri zaman i\u00e7inde kullan\u0131n.<\/p>\n\n<p><strong>D\u00f6n\u00fc\u015f\u00fcm Oran\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Ara\u00e7lar:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>Google Analytics<\/li>\n\n\n\n<li>Hotjar<\/li>\n<\/ul>\n\n<ol class=\"wp-block-list\" start=\"7\">\n<h3><\/h3><li>\u00d6zellik kullan\u0131m\u0131<\/li>\n<\/ol>\n\n<p>\u00d6zellik kullan\u0131m\u0131n\u0131n \u00f6l\u00e7\u00fclmesi, insanlar\u0131n \u00fcr\u00fcn veya hizmetinizin hangi bile\u015fenlerini s\u0131kl\u0131kla kulland\u0131\u011f\u0131n\u0131 (veya kullanmad\u0131\u011f\u0131n\u0131) ortaya \u00e7\u0131karabilir. SaaS ve e-ticaret kurulu\u015flar\u0131 bu istatistik sayesinde temel \u00f6zelliklerini ve \u00e7\u00f6z\u00fcmlerini geli\u015ftirebilir.<\/p>\n\n<p>\u00d6zellik kullan\u0131m\u0131na benzer \u015fekilde, \u00f6zellik benimseme de kullan\u0131c\u0131lar\u0131n belirli bir \u00fcr\u00fcn \u00f6zelli\u011fi ile etkile\u015fime girip girmedi\u011fini belirlemeyi ama\u00e7lar. Bu \u00f6zelli\u011fe de\u011fer veriliyor mu? Kullan\u0131m\u0131 zor mu? \u00d6zelliklerin benimsenmesi kullan\u0131c\u0131 davran\u0131\u015f\u0131n\u0131 analiz eder. Zay\u0131f \u00f6zellik benimseme oranlar\u0131n\u0131 hemen d\u00fczeltir.<\/p>\n\n<ol class=\"wp-block-list\" start=\"8\">\n<h3><\/h3><li>Payla\u015f\u0131mlar &amp; Bahsetmeler<\/li>\n<\/ol>\n\n<p>SaaS i\u015fletmeleri i\u00e7in payla\u015fmak ayn\u0131 zamanda \u00f6nemsemektir. Dolay\u0131s\u0131yla, ka\u00e7 ki\u015finin i\u00e7eri\u011finizle ili\u015fki kurabilece\u011fi veya i\u00e7eri\u011finizden fikir alabilece\u011fi, ka\u00e7 ki\u015finin payla\u015ft\u0131\u011f\u0131na ba\u011fl\u0131d\u0131r.<\/p>\n\n<p>Payla\u015f\u0131m, bir g\u00f6steri\u015f \u00f6l\u00e7\u00fct\u00fc olarak g\u00f6z ard\u0131 edilmesine ra\u011fmen en etkili m\u00fc\u015fteri kat\u0131l\u0131m\u0131 \u00f6l\u00e7\u00fctlerinden biridir. Ba\u015fkalar\u0131yla ili\u015fkilendirilebilir ve ilgin\u00e7 i\u00e7erikler payla\u015fmak, web sitenizin organik olarak b\u00fcy\u00fcmesine yard\u0131mc\u0131 olur.<\/p>\n\n<ol class=\"wp-block-list\" start=\"9\">\n<h3><\/h3><li>Sayfa g\u00f6r\u00fcnt\u00fclemeleri<\/li>\n<\/ol>\n\n<p>Sayfa g\u00f6r\u00fcnt\u00fclemelerinin izlenmesi, kullan\u0131c\u0131lar\u0131n web sitenizdeki belirli bir sayfay\u0131 ka\u00e7 kez ziyaret etti\u011fini belirlemek i\u00e7in kullan\u0131\u015fl\u0131d\u0131r. Bu metrik, web sitenizin belirli bir s\u00fcre i\u00e7inde ne kadar trafik ald\u0131\u011f\u0131n\u0131 belirlemenizi sa\u011flar.<\/p>\n\n<p>Google Analytics, sayfa g\u00f6r\u00fcnt\u00fclemelerini takip etmenin en basit yoludur. \u00c7o\u011fu web sitesi izleme arac\u0131 size bu \u00f6zelli\u011fi \u00fccretsiz olarak sa\u011flayacakt\u0131r.<\/p>\n\n<ol class=\"wp-block-list\" start=\"10\">\n<h3><\/h3><li>Churn oran\u0131<\/li>\n<\/ol>\n\n<p>Abone kayb\u0131 oran\u0131, zaman i\u00e7inde abonelikleri i\u00e7in \u00f6deme yapmay\u0131 b\u0131rakan SaaS m\u00fc\u015fterilerinin say\u0131s\u0131d\u0131r. ProfitWell, ortalama SaaS kay\u0131p oran\u0131n\u0131n %3 ile %8 aras\u0131nda oldu\u011funu tahmin etmektedir.<\/p>\n\n<p>M\u00fc\u015fteri kay\u0131p oran\u0131n\u0131z\u0131 hesaplamak i\u00e7in, kaybedilen m\u00fc\u015fteri say\u0131s\u0131n\u0131 d\u00f6nem ba\u015f\u0131nda edindi\u011finiz m\u00fc\u015fteri say\u0131s\u0131na b\u00f6l\u00fcn. Daha sonra bu miktar 100 ile \u00e7arp\u0131larak y\u00fczde hesaplan\u0131r.<\/p>\n\n<p>Baz\u0131 m\u00fc\u015fterilerin \u00e7e\u015fitli nedenlerle \u00fcr\u00fcn\u00fcn\u00fcz\u00fc veya hizmetinizi terk etmesi her i\u015fin do\u011fas\u0131nda vard\u0131r. Ancak s\u00fcrekli olarak m\u00fc\u015fteri ve gelir kaybediyorsan\u0131z, stratejileriniz bir noktada ba\u015far\u0131s\u0131z olacak ve \u015firketinizin ya\u015fayabilirli\u011fini azaltacakt\u0131r. Bu nedenle m\u00fc\u015fteri kayb\u0131n\u0131 minimumda tutmak kritik \u00f6nem ta\u015f\u0131r.<\/p>\n\n<p><strong>Churn Oran\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Ara\u00e7lar<\/strong><\/p>\n\n<ol class=\"wp-block-list\">\n<li>QuestionPro CX<\/li>\n\n\n\n<li>Hotjar<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>\u00d6zetlemek gerekirse, m\u00fc\u015fteri etkile\u015fimi metriklerini takip etmek ba\u015far\u0131n\u0131z i\u00e7in kritik \u00f6neme sahiptir. M\u00fc\u015fterilerin web sitenizle ve markan\u0131zla nas\u0131l ve neden etkile\u015fim kurdu\u011funu anlamak, iyile\u015ftirilmesi gereken alanlarda ince ayar yapmay\u0131 kolayla\u015ft\u0131racakt\u0131r. M\u00fckemmel bir m\u00fc\u015fteri deneyimi sunmazsan\u0131z rakiplerinize gideceklerini unutmay\u0131n.<\/p>\n\n<p>QuestionPro, i\u015fletmelere ve kurulu\u015flara m\u00fc\u015fteri ve \u00e7al\u0131\u015fan geri bildirimlerini toplamada yard\u0131mc\u0131 olan bir anket yaz\u0131l\u0131m\u0131 ve ara\u015ft\u0131rma platformudur.<\/p>\n\n<p>QuestionPro CX, m\u00fc\u015fteri memnuniyetini (CES) \u00f6l\u00e7mek i\u00e7in Net Tavsiye Skoru (NPS), M\u00fc\u015fteri Memnuniyet Skoru (CSAT) ve <a href=\"https:\/\/usqa.questionpro.com\/blog\/tr\/customer-effort-score-4\/\">M\u00fc\u015fteri \u00c7aba<\/a> Skoru (CES) kullanman\u0131z\u0131 sa\u011flar.<\/p>\n\n<p>QuestionPro CX size ara\u015ft\u0131rma i\u00e7in piyasadaki en yenilik\u00e7i ve kullan\u0131m\u0131 kolay CX ara\u00e7 ku\u015fa\u011f\u0131n\u0131 sunar, b\u00f6ylece kullanabilece\u011finiz i\u00e7g\u00f6r\u00fcler elde edebilirsiniz. M\u00fc\u015fterilerinizi marka savunucular\u0131na d\u00f6n\u00fc\u015ft\u00fcrmenize yard\u0131mc\u0131 olmak i\u00e7in tasarlanm\u0131\u015ft\u0131r.<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Her i\u015fletmenin can damar\u0131 her zaman mutlu m\u00fc\u015fterilerdir. Markalar\u0131n b\u00fcy\u00fcmesinin ve ba\u015far\u0131s\u0131n\u0131n arkas\u0131ndaki itici g\u00fc\u00e7lerdir. Ve m\u00fc\u015fteri etkile\u015fimini takip eden [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":778733,"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":[1114],"tags":[],"class_list":{"0":"post-792821","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-pazar-arastirmasi-tr","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2023&#039;te \u00d6l\u00e7\u00fclmesi Gereken 10 Temel M\u00fc\u015fteri Ba\u011fl\u0131l\u0131\u011f\u0131 Metri\u011fi<\/title>\n<meta name=\"description\" content=\"Do\u011fru m\u00fc\u015fteri kat\u0131l\u0131m\u0131 metriklerini se\u00e7mek, daha ak\u0131ll\u0131 ve daha kesin i\u015f kararlar\u0131 alman\u0131za yard\u0131mc\u0131 olacak verileri elde etmekle ilgilidir.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2023&#039;te \u00d6l\u00e7\u00fclmesi Gereken 10 Temel M\u00fc\u015fteri Ba\u011fl\u0131l\u0131\u011f\u0131 Metri\u011fi\" \/>\n<meta property=\"og:description\" content=\"Do\u011fru m\u00fc\u015fteri kat\u0131l\u0131m\u0131 metriklerini se\u00e7mek, daha ak\u0131ll\u0131 ve daha kesin i\u015f kararlar\u0131 alman\u0131za yard\u0131mc\u0131 olacak verileri elde etmekle ilgilidir.\" \/>\n<meta property=\"og:url\" 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content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Yazan:\" \/>\n\t<meta name=\"twitter:data1\" content=\"Urmita Liza\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tahmini okuma s\u00fcresi\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 dakika\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/qa-release.questionpro.com\/blog\/tr\/2023te-olculmesi-gereken-10-temel-musteri-bagliligi-metrigi\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/qa-release.questionpro.com\/blog\/tr\/2023te-olculmesi-gereken-10-temel-musteri-bagliligi-metrigi\/\"},\"author\":{\"name\":\"Urmita Liza\",\"@id\":\"https:\/\/qa-release.questionpro.com\/blog\/tr\/#\/schema\/person\/925ab8ac32e69514f81ca771df2ffeb2\"},\"headline\":\"2023&#8217;te \u00d6l\u00e7\u00fclmesi Gereken 10 Temel M\u00fc\u015fteri Ba\u011fl\u0131l\u0131\u011f\u0131 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