Izinyathelo Eziyisi-8 Ezisebenzayo Zokunciphisa Ukuhwebelana Kwekhasimende

Ukunciphisa izinga lapho amabhizinisi alahlekelwa khona amakhasimende esikhathini esithile, okubuye kwaziwe ngokuthi ukuhwebelana kwamakhasimende noma ukuwohloka kwamakhasimende, kungaba inselele enkulu kumabhizinisi, lapho ikhasimende ngalinye elilahlekile limelela ithuba lokungena eligejiwe kanye nomthombo ongase ube khona igama elibi lomlomo impendulo.

Ngakho-ke lokhu kuyasiza amasu okugcina ikhasimende kubalulekile ekuphatheni nasekusimamiseni ukukhula kwebhizinisi, futhi njengoba izinkampani zisebenza kanzima ukuze zithole amakhasimende amasha, ukuwagcina kuba yinto ehamba phambili. Uma ukuxova kwamakhasimende kushiywa kungalungiswa, kungathinta imali engenayo, yehlisa inani lokuphila kwekhasimende, futhi yonakalise indawo yemakethe yomkhiqizo ngokuhamba kwesikhathi.

Kulesi sihloko, sizobheka amanye amasu amabhizinisi angawasebenzisa ukusiza ukwehlisa ukuxokozela kwamakhasimende nokuthuthukisa ukuthengiswa kwembuyiselo.

Okuqukethwe
Ungabala kanjani inani lokuxosha ikhasimende
Ungazihlonza kanjani izimbangela zokuqubuka okukhulu kwamakhasimende
Izindlela ezisebenzayo eziyi-8 amabhizinisi anganciphisa ngazo ukuxova kwamakhasimende
Isifinyezo

Ungabala kanjani inani lokuxosha ikhasimende

Ukuze uthole ukwaziswa okwengeziwe mayelana nokushintshashintsha kwekhasimende lakho ngesikhathi esithile, kufanele uqale uqoqe lawa manani:

• Isikhathi ofuna ukusibala (okungukuthi, inyanga, unyaka, noma izinyanga eziyisithupha)
• Isamba sesibalo samakhasimende ekuqaleni kwesikhathi
• Ikhasimende libala ekupheleni kwesikhathi

Uma usunazo lezi, ungakwazi ukubala izinga lakho le-churn usebenzisa ifomula engezansi:

Amakhasimende Alahlekile Ingqikithi Yenombolo Yamakhasimende ekuqaleni kwesikhathi

X100

Isibonelo, uma inkampani yakho iqale inyanga ngamakhasimende angu-120 futhi inamakhasimende angu-30 akhansela ukubhalisa kwawo ekupheleni, izinga lakho lenyanga le-churn yaleso sikhathi lizoba:

30 120

X100 = 25%

Ingabe izinga le-churn yekhasimende lakho liphilile?

Nakuba amanani e-churn ehluka ngomkhakha, izinga eliphansi libonisa ukugcinwa kwamakhasimende okuqinile. Izinga le-churn lanyanga zonke elingaphansi kuka-5% libhekwa njengelifanele amabhizinisi e-e-commerce nawe-SaaS, kuyilapho izinga eliphezulu kuno-10% lingabonisa izinkinga ezidinga ukunakwa ngokushesha.

Ungazihlonza kanjani izimbangela zokuqubuka okukhulu kwamakhasimende

Ukuqonda umsuka wokulahlekelwa kwekhasimende kuyisinyathelo sokuqala sokunciphisa i-churn. Nazi izindawo ezimbalwa ezingasiza ekunqumeni ukuthi kungani izinga lakho le-churn lingase libe phezulu:

Izinkinga zomkhiqizo noma zesevisi

Ukungathembeki okuphezulu kwamakhasimende ngokuvamile kungaxhunyaniswa nekhwalithi yomkhiqizo. Isibonelo, izinguquko ezincane ezicini zomkhiqizo, ukuphazamiseka kwesevisi, noma ukuntuleka kwezici ezibalulekile kungashiya abasebenzisi abasha befuna ezinye izindlela. Yenza ukuhlaziywa kohambo lwekhasimende noma sebenzisa amathuluzi afana ne-Google Analytics ukuze ubone izithiyo amakhasimende angase abhekane nazo.

Ukuziphatha kwekhasimende

Ukuziphatha komsebenzisi okufana nokwenqaba ukuzibandakanya noma ukunciphisa ukusetshenziswa kungabonisa i-churn ezayo. Qoqa le datha ukuze uhlonze amathrendi anciphayo futhi ukhuthaze amathimba okukhangisa nawokusekela ukuthi athathe izinyathelo ezilandelayo ukuze avimbele ukuncipha kwenani eliphelele lamakhasimende.

Umbiko wekhasimende

Uma amakhasimende ehamba, ukuqoqa impendulo ngezinhlolovo zokwaneliseka kwamakhasimende, isibonelo, kungasiza ukuthola izizathu zawo eziyinhloko zokunganeliseki. Impendulo evamile evela kumakhasimende amatasa namanje angasiza inkampani yakho ibhekane nezinkinga ngaphambi kokuthi zishube.

Izindlela ezisebenzayo eziyi-8 amabhizinisi anganciphisa ngazo ukuxova kwamakhasimende

Thuthukisa ukugibela kwamakhasimende

Isipiliyoni somsebenzisi esingesihle singaholela ekwehleni kwamakhasimende, ikakhulukazi emabhizinisini abhaliselwe. Izinkampani kufanele zenze lula ukugibela ukuze zigcine abasebenzisi abasha ngokunikeza izifundo zevidiyo, imihlahlandlela yesinyathelo nesinyathelo, ukulungiselelwa kahle kwedivayisi yeselula, nezinketho zengxoxo ebukhoma.

Hlukanisa amakhasimende akho ngesidingo

Iqiniso elilodwa elishaywe indiva lapho kulawulwa i-churn yamakhasimende ukuthi akubona bonke abasebenzisi abahamba ngezizathu ezifanayo. Ngakho-ke ukuhlukanisa kungaba indlela esebenzayo yokunciphisa ukuxokozela kwamakhasimende ngoba kusiza inkampani yakho ukuthi ibhekane nezidingo ezihlukile zeqembu ngalinye, kuqinise ubudlelwano besikhathi eside. I-Slack iyisibonelo senkampani ye-SaaS eyehlise izinga layo le-churn 40% ngokuhlukanisa amakhasimende abe amaqembu amancane namakhulu.

Yenza kube ngokwakho ukuzizwisa kwamakhasimende

Ukufinyelela kumakhasimende ngemva kokuthenga noma isevisi kungenye yezindlela ezilula zokwakha ukwethembana. Dala amasistimu okulandelela, afana nokugibela komsebenzisi noma izinqumo zethimba losekelo ezicupha ukusebenzelana kwamakhasimende. Yenza kube ngokwakho le milayezo yokulandelela kuphrofayela yekhasimende noma umsebenzi wakamuva.

Bonisa ukwazisa, futhi wengeze inani

"Siyabonga ngokusikhetha" okuncane kwakha ukwethembeka kwekhasimende futhi kudala umuzwa omuhle womsebenzisi. Wonke umuntu uthanda ukuzizwa ekwazisa. Thumela imilayezo yokubonga yomuntu siqu noma izipesheli ngezinkundla zokuxhumana ukuze wenze amakhasimende akho azizwe abalulekile. Qinisekisa ukuthi ithoni izwakala iyiqiniso futhi inokwazisa ukwakha ubudlelwano obuqinile ngaphandle kwezindleko ezengeziwe.

Yakha futhi ukhulise umphakathi waku-inthanethi

Ukunikeza amakhasimende ithuba lokuxhumana ngokukhululekile nomkhiqizo wakho nabanye abasebenzisi ku-inthanethi, kungasiza ukwakha ukwethembeka kwesikhathi eside futhi kukhuphule ukwaneliseka kwamakhasimende. Forbes igqamisa indlela indlela yomphakathi ka-Sephora esize ngayo umkhiqizo wezimonyo ugcine ukusebenzelana kwamakhasimende okuphezulu nokwethembeka.

Sungula imiphakathi eku-inthanethi ku-LinkedIn, i-Facebook, noma izinkundla zamakhasimende ukuze wabelane ngezibuyekezo zenkampani, ulwazi, nezici ezikhethekile. Ungase futhi ufune ukusingatha amaseshini asebenzisanayo futhi ukhuthaze ukusekelwa kwabasebenzisi.

Nyusa izinzuzo ezikhethekile zamalungu

Izinzuzo ezikhethekile ziyindlela enhle yokwenza amakhasimende azizwe eyingxenye yekilabhu ekhethekile. Ukunikeza izaphulelo zamalungu kuphela, amasevisi engeziwe, noma ukufinyelela kwangaphambi kwesikhathi kuzici ezintsha nemikhiqizo kudala umuzwa welungelo ogcina abasebenzisi bethembekile.

I-Amazon Prime iyisibonelo esiphelele saleli su. Abasebenzisi abakhulu bakhokha imali yonyaka ukuze uthole izaphulelo ezikhethekile, ukufinyelela kwangaphambi kwesikhathi kumadili, nokuthunyelwa kwamahhala kwezinsuku ezimbili kwemikhiqizo. Nikeza izikhuthazo nezinzuzo ezikhethekile njengokuhlola kuqala kwemikhiqizo emisha, amasevisi engeziwe, noma ukuthengiswa kwamalungu kuphela.

Faka izinhlelo zokwethembeka nemiklomelo

Izinhlelo zokwethembeka ziklomelisa amakhasimende aphindayo ngokusekela kwawo okuqhubekayo. Amakhasimende azizwa ebalulekile futhi aziswa kakhulu maningi amathuba okuthi alandele ibhizinisi lakho futhi asabalalise igama. Uhlelo lokwethembeka lwe-Starbucks olwenziwa kahle, Imivuzo ye-Starbucks, yisibonelo esihle.

Enye yezindlela ezinhle kakhulu inkampani yakho enganciphisa ngayo izindleko zokutholwa kwamakhasimende iwukuqala uhlelo lokwethembeka olusekelwe ephuzwini olungeza amaphuzu amakhasimende noma nini lapho ethenga umkhiqizo, eshiya isibuyekezo, noma edlulisela othile kumkhiqizo.

Dala isistimu yesixwayiso kusenesikhathi

Kwesinye isikhathi, i-churn ingase izwakale njengento engalindelekile yebhizinisi eyenzeka ngaphandle kwesexwayiso esincane, kodwa kunezimpawu ezicashile amakhasimende angase azinike ngaphambi kokuba ahambe, futhi isistimu yokuthola lezi zimpawu zangaphambi kwesikhathi izohamba ibanga elide ekuvimbeleni ukulahlekelwa.

I-Netflix iqapha ukusebenzelana kwabasebenzisi futhi ithumele izincomo ngesikhathi esifanele ukuze ivuselele intshisekelo. Sebenzisa i-Google Analytics, izinhlolovo zempendulo yekhasimende, nokunye ukuphathwa kobudlelwane bekhasimende (CRM) noma amathuluzi okulandelela ukuze uqaphe ukubandakanyeka kwamakhasimende esikhathini esithile.

Nikeza ngezinketho ezivumelana nezimo kanye namanethi okuphepha okukhansela

Amakhasimende athanda umuzwa wokulawula izinqumo zawo. Ukunikeza ikhefu kumasevisi okubhalisa noma ezinye izinketho eziguquguqukayo kungenye yezindlela ezingcono kakhulu zokunciphisa i-churn. Abasebenzisi bangase bacabange ukushiya ngenxa yentengo, kodwa ukubanikeza ezinye izindlela kungase kubenze bacabange kabusha.

I-Spotify isebenzise indlela "yokwehlisa esikhundleni sokukhansela" ukuze igcine amakhasimende akhona. Izinketho zabo eziguquguqukayo zivumela abasebenzisi ukuthi baye ohlelweni olushibhile uma bengakwazi ukukhokhela uhlelo lwe-premium, okubenza babe mancane amathuba okuba bahambe unomphela. 

Setha isistimu elula nengenasici lapho abasebenzisi bangathuthukisa khona, behlise, noma bamise kancane okubhaliselwe kwabo uma kudingeka ukuze kwehliswe ukuxokozela kwamakhasimende futhi kwandise ukwethembeka kwamakhasimende.

Imicabango yokugcina

Ukunciphisa ingxabano yamakhasimende akuphathelene nokulungiswa okusheshayo. Imayelana nokuhlangabezana nezidingo zabasebenzisi ngesikhathi esifanele futhi wakhe futhi ugcine ubudlelwano bekhasimende obusezingeni eliphezulu obungaveza ukwethembeka futhi bugcine ukukhula kwenkampani yakho.

Izindaba ezinhle ukuthi amabhrendi amaningi afakazele ukuthi, ngezinyathelo ezingenzeka, kunezindlela ezimbalwa lapho amabhizinisi anganciphisa khona ukulahleka kwamakhasimende. Njengoba ingekho indlela eyodwa esebenza kuwo wonke amabhizinisi, khumbula ukuzama amasu ahlukene, uthole evumelana kahle nezithameli zakho ozihlosile. Enye indlela yokulungisa indlela yakho ukusebenzisa impendulo yekhasimende kanye nedatha yokuziphatha ukuze unciphise amanani entengo, ukhiqize imali engenayo ezinzile, futhi uhlangabezane namazinga okukhula anempilo.