Customer Retention focus is essential to overall business success. The efficiency and business profits increase only when the customer retention is achieved. Business is all because of customers and profits depend on the customer.
Customer retention is very important and definitely a must for all businesses. Companies incorporate a number of strategies and methods for lead generation and sales conversion. Companies also implement CRM Software Solutions in the right way. But then why do companies fail in holding on to their customers for long? Is something wrong?
Most companies believe that implementing a CRM Solution should solve all the issues that employees were facing and should result in profitable growth. Managers should be able to easily monitor and staff should be able to convert leads into sales.
All this happens with the help of CRM but there is something more that needs to be focused and understood. Companies need not just add information and then use it for contacting customers. They also need to concentrate on knowing new information that could be learnt from CRM to know the customer better. More than using the existing information, look for new avenues from customers.
Customer Satisfaction also plays a part. Ensuring that the customer has a pleasant experience can continue to a long way relationship. Your employees can put that extra personal touch and positive approach response. Sometimes wrong attitude of employees or inadequate training fails to use the customer information in the right manner and thus resulting customer being unhappy.
Employees need to realize the importance and goals of CRM. At times employees may have to pay a lot of attention to few customers who are unhappy with your service. Focusing on the issue and trying to walk through with the customer and helping in resolving it can make the customer satisfied. But if this is viewed as unnecessary or time consuming process, you may end up watching loyal customers walk away.
The most important factors that determine customer retention?
An appropriate and prompt response to customer enquiries & well trained staff can make the customer experience a pleasant one. This ensures that customers would come to you again and again.
By adopting right customer practices and having a genuine desire to provide the customer with the best experience, customer retention can be fulfilled in an organization