Visibility is Key to Customer Retention and Keeping Customer Relationships | Shirley Chio

User Relationship Management and Retention – When it comes to customer retention, visibility is key! One good way to get it right is to think about how to monetize ads within your content. Without a strategy, CRM software cannot be maximized by the marketing and sales team. Without software, managing customer relationships and doing data analysis would be nearly impossible to do especially when your customers are in the thousands. Some of the main areas where CRM is used include customer service, marketing, and tech support. Without the proper CRM, each of these aspects could falter and create a very bad experience for customers and users.

I hate to tell you this but I do not like the idea of automation in any user experience touchpoints. You can drive rich and personalized engagement with customers and retain them longer only when you send them to a human being who can empathize and emotionally connect with them rather than an AI robot who oftentimes irritate you when they only function as programmed. You can’t afford to lose more customers so leverage data-driven insights to engage proactively, avoid churn and seize upsell opportunities. Identify, categorize and monitor the customer events, activities and behaviors that indicate when customers need attention and why, so you can proactively engage with accounts and get them back on track and capitalize on growth opportunities. The idea is market segmentation in your CRM.

Improving customer retention and optimizing the customer experience starts with creating a culture of customer success within your organization. Because customer loyalty and revenue are both qualities that affect a company’s revenue, the organization need to form a culture that is customercentric that uses a simple CRM platform that would make customer relationship management pretty simple and less complicated. Any company can surely benefit from maintaining a record of which conversations, purchases and marketing material can be associated with leads and customers.

I repeat – just keep everything simple especially the CRM platform. The strategic advantage of using a simple CRM app is that it makes your employees feel more in control rather than let the platform control their ability to incorporate instincts on data which allows them to be more efficient. In short, simplify complex customer interaction processes and make it fun and easy to optimize customer satisfaction. What really counts is what we actually do in the moment of truth when we’re serving a customer because it is in that moment that customer service largely becomes instinctive. Our personalities, training, and experience combine guides the customer service representative instinctive behaviors while serving customers. Remember, customer service representatives in all its form actually represents the brand and the business.

What companies don’t realize is that even though their view on CRM has not changed, the game has been dramatically altered. Customer don’t simply go to customer service sites or make calls anymore, they can send messages via Facebook or tweet their concerns. If they feel they have had a bad experience with a company, then they will pack up and take their business somewhere else where they feel valued. It’s no longer about who has what, but how businesses handle their inquires and needs.

At its core, a CRM tool creates a simple user interface for a collection of data that helps businesses recognize and communicate with customers in a scalable way as well as help businesses build a relationship with their customers that in turn, creates loyalty and customer retention. It is actually a lead generation tool you can review past customer data such as purchases and service satisfaction. It is much better to start using a simple user friendly CRM for your business before it becomes necessary. Leverage a deep understanding of your users, their needs and their intent to drive more revenue and guarantee long term retention through your CRM app. You really need to set one up in order to efficiently manage prospect and customer interactions so you may improve business relationships in real time.

It’s hard to alter our instincts in the moment when there’s imminent pressure to perform. However, we can influence our instincts before or after experiencing a moment of truth. Reflect upon what went well and what didn’t in your experience. Record the user experience as well as the feedback in the CRM. Though you live a world that is data rich, insights can be truly poor that customer service may need to make use of instinct to innovate. How to do things differently?

Start by listing at jobs or tasks to be done with customers. Watch how real people act in real time situations in real life events. Take note of emotions and perceptions because that’s where the magic happens! Instinct and reason has developed an approach that proves the role of CRM in being selected as the customer choice while price still makes a solid contributor. However, customer service still has the cutting edge in dominating retention and boosting the brand’s appeal when it comes to user experience and touchpoints. Of course, this differs by market segmentation. Keep in mind that a brand not only influences the product and service choice of customers but also the customer journey and the experiences they have.

From the customer’s standpoint, they find ways to get to where they want to be or get what they feel they need to be happier. About 9% leave because the competition provides something they seek that you do not carry while 68% quit because of an attitude of indifference or rudeness. Regardless of what product or service you provide, know that the customer is the one who pays for the goods and ultimately determines the success of your business. If the customer perceives value, then they become a brand advocate and encourage others to support the business through word by mouth advertising. While most customers enter a business looking for a particular item, the quality of their experience during the transaction determines if they will return. The actions of every employee who interacts with a customer leaves an impression of that business.

The kind of customer service that brings customers back again and again does not just happen. It takes forethought, planning, and training on the part of the business owner to establish a program of customer service that not only keeps customers happy but makes them the best marketing tool for the business. Do you want to achieve something out of the ordinary? Then find the right business that you can scale up fast and the right people who would appropriately represent your brand including selecting the right CRM tool to help dissect customers for possible insights and brand recognition.


Shirley Chio
Your Arm Extension | ShirleyChio.com
Social Media Content Marketing Lead Generation
Let me Help You Build your Brand Online!
(Work from Home Virtual Assistant Philippines)

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