Customers are important – for all business sizes!!
Your business is surviving because of them. If you fail to satisfy them, then you have to face a loss in the retention rate.
The quality of the products and services you are offering them decides their loyalty towards your business or brand.
In this digital age, every business is trying their best to capture many customers. And, hence they are following top-notch solutions for the same.
Those businesses that are engaged enough to the customer’s complaints, questions, or some other needs secure a clear yet effective competitive benefit.
The aim of any business is to maintain customer interaction and that could be achieved by generating loyalty. However, there is no other way to be responsive correspondingly.
As we all are living in the digital era, therefore, we have a lot of solutions that could be used to maintain effective customer service. A plethora of ways are there that lets you leverage the number of solutions to communicate with customers and streamlining the complexity of all communications.
Table of Contents
What Statistics speak?
The researches are revealing that most of the businesses are focussing on securing the new customer and failing to gain the trust of the existing ones.
Do not forget that your existing customers are the ones that are responsible to establish your business. Hence, overlooking can get you dreadful results.
As per the Marketing Metrics, the profit of selling to existing customers is 60 to 70% whereas the profit of selling to the new customer is merely 5 to 20%.
Your main focus should be on regularly trying to earn customer loyalty. With a practical customer marketing approach, you can find, track, and sell to potential customers who could be the reason behind your profits.
manages the sales and customer service processes. CRM software creates and maintains customer relationships.
Customer relationship management is the centralized platform for storing and collecting the customer’s data in one place to assist the sales team. It let you update with every customer interaction, assuring the transparency and integrity of information in the team.
From the small organizations on the internet (SaaS) to huge on-premises business installations, CRM Software fulfills the requirements of small to large organizations.
The aim of this post is to show you how to maintain the customer flow to the business. We are here providing you the tips and tricks on how the Software is helpful in gaining more customers and securing the existing ones.
The aim of Customer Relationship Management lies in knowing the customers; like; who they are, how they revert, and how they should get marketed. When all goes in an appropriate way, then you can sell to the maximum. And, here, the journey of better relationships with customers begins.
Customer relationship management gives you the tools to control the activities of customers to elevate the customer experience. It incorporates a database that lets you save the data of all customers. For treating the customers independently, the business has to store information regarding them. Hence, with a comprehensive customer database, you need to maintain the records of every transaction and interaction to build ever-lasting customer partnerships.
How CRM is helpful in retaining customers?
Monitor churning signs in advance
The easy and simple method to assure customer retention is to stop the customer from moving. Paying attention in advance always lets you find out about customers leaving.
To know these warning signals, you have to find out the main variables of customer behavior, like product usage, the product patterns, and the customer service inquiry warnings. Later, you will have to monitor these signals and take the mandatory steps to stop the customers from leaving. And, this all is probable with the best CRM software.
For instance; Find out which customer is not purchasing from you for some months. And know what could be the reasons for the same. The chances that they have moved to some other business or your competitors to leverage the services.
Then, what you have to do is to make the list of every customer and then, make the list of the sales drawn in the last months by using the CRM software.
After monitoring the lists, you can easily make the list of those who have not bought in more than half a year. Now, you can send emails to them to take the follow-ups and discover the reasons why they are not buying. This way, you can stop them from leaving your business.
Delight customers with special offers or discounts
By knowing more about the customers, you can tailor the approach the best. With Customer Relationship Management, you can check the customer’s previously purchased products. Hence, you can find out the kind of offers or discounts could be more liked by the customers. In this way, you can keep the business or brand to the customer’s mind.
At this phase, you need to find out the ways to know their interest and convert it into the real purchase. This could be done by providing them special discounts or some extra value to the product.
For instance; You want to know the customers who have shown a positive interest in your product, besides, they do not purchase anything from some time.
With the CRM software, you can make a list of every customer who has not purchased anything for a long time and differentiate it with the list of those customers who have subscribed to the newsletter. The outcome is the list of contacts that are interested in the services or products actively. Send them special discounts or offers on new products and assure them you are valuable to them.
Reward the most valuable (VIP) customers
Information in the CRM software acknowledges the accounts or customers that are more valuable. Obviously, you do not want to let go of these customers. And hence, they are known as the VIPs.
Finding who gets you more revenue permits you to give your resources and time effectively, and therefore, increasing the chances of up-selling or cross-selling.
For instance; Consider, if you have many incentives to give away. Take these to reward the VIPs to increase loyalty. It is simple; make a list of VIP customers in the CRM software. Follow them and know the incentives and rewards to make them feel special. This will be your profitable customers in the future.
Personalize the follow-ups
The relationship establishes the bond between the people and here, CRM software makes the process overall easier. With this, you can see the customers not as a number, not as a person.
After registering the customer in the software, leverage the information, and offer it with the approval. It even lets you personalize the interaction in the future. With more information, you can tailor the follow-ups approaches. The personalization effects cannot be overlooked.
The studies from some consultancies have discovered that personalization according to user preferences, purchase history, and other essential information found in the software offered a high impact Rate of Interest.
For instance; Consider you have met the customers in the trade workshops you managed already. But, several decision-makers are there who do not come to the workshops. Hence, you like to interact with them for individual up-sellings or follow-ups. Then, how will you execute that?
At first, you can outline a list of the customers you have registered with in Customer Relationship Management. Then, make a list of the customers who have visited the workshops in the last many months. With an integration of these two lists, now, you have the list of the contacts who have not attended the workshops. As of now, you got an idea of whom to follow with the special invitation.
Keep-up the follow-up commitments
Fulfilling the promises in the key sign of professionalism in the business. The scheduling feature of the software permits you to schedule the emails or follow-ups in advance and provide follow-ups tasks to the team members. With this execution, you can track the appointments and accomplish the tasks that will do.
For instance; Consider if you have a list of those customers that you want to interact with and upgrade the information possibly. However, checking the schedule will confirm that you will not be able to keep the promises on time. In this scenario, you can specify the colleagues to follow-ups to the customers and in some clicks, make the follow-up in the diaries.
Customers are the means to enhance your business profits. And only you are responsible to keep them for life long. And, to make it happen, there is no other way than CRM software. Keep your relationship alive with customers using the software.
Almost every business owner today needs a CRM system to increase efficiency and profit. Integrated CRM software will help employees automate tasks, receive information, and optimize all business operations related to customers.
The market today already has a huge range of systems, and the key to success is to choose the best CRM software to meet the unique needs and requirements of your business. So, be specific and smart to choose the best.
We hope this article is helpful for you. If you have some doubts and suggestions related then, let us know in the comment section below. Thanks for reading!!
Zin Lang Liu is associated with Salonist, a smart salon software for all types of beauty wellness industries. She assists business owners on how to grow their business through fully featured software.