For a company to be sustainable over time, it must develop its customer portfolio… and retain them! Indeed, it is more profitable to retain your customers than to constantly seek to acquire new ones. It is by paying particular attention to the relationship you maintain with them that you will gradually gain their trust and retain them in the long term. Discover in this article how to manage customer relations and retain your customers through the use of digital technology.
Why is customer relationship management so important?
Today, the concept of “customer relationship” is at bc data malaysia the heart of all marketing and sales strategies. It is an important factor in developing a company’s turnover. When you maintain a good relationship with your customers, they will repeat their purchases from you, trust your products and/or services and remain loyal to you in the long term.
Thus, customer relationship management consists
collecting information to personalize the communication summer sales sms: secrets to success made to customer X and respond precisely to their expectations, by offering them the best deal. Maintaining a good relationship with your customers means ensuring that you increase your loyalty rate. Not insignificant when you know that today, consumers will very easily test the products or services of your competitors at the slightest disappointment.
Customer relations: are customers becoming less and less loyal?
Have you noticed that customers are less and less loyal to thailand data a brand or a company? This is explained by the appearance of new players on the market – all sectors of activity combined – who are more and more numerous. And yes, the competition is tough! Customers are now spoiled for choice, and can easily compare the offers of each company by doing a few searches on the Internet. A study conducted by Living Business (on 23,000 consumers in 33 different countries) reveals that 64% of consumers switch from one brand to another without any qualms if the first is not convincing and relevant enough in its proposition.
Today, consumers are very particular about the shopping experience you can offer them
They are sensitive to personalized messages, novelty and innovation. Your role is therefore to ensure that you create an experience and a customer relationship that puts your customers at the center of your marketing and sales strategy. In this way, you will be able to convince your customers to continue buying from you.
The objective is to understand and anticipate consumer expectations in order to deliver the best digital experience and thus engage them in the long term.
How to use digital to improve customer relationship management?
In the digital age, you must be able to adapt to the new expectations and consumption habits of your prospects/customers, and design your sales journey/experience accordingly. Many tools and solutions exist to help you digitalize customer relationship management. Let’s discover them!
Deploy an omnichannel digital strategy
Creating an omnichannel digital strategy involves using multiple communication and acquisition channels to optimally meet the needs and expectations of consumers throughout the sales journey. It provides a seamless experience when moving from one channel to another, and engages the prospect/customer until conversion or loyalty.
The omnichannel strategy ensures that you stay in touch with your targets
because you will be present at all stages of the sales cycle. Thus, you improve your prospect/customer knowledge by satisfying them and building a lasting and profitable relationship. You can also establish a personalized relationship by broadcasting personalized messages via all the contact points that you have defined in your strategy.
Collect and centralize customer data
To optimize customer relationship management and deliver an optimal digital customer experience, you need to collect data on your prospects/customers.
To do this, subscribing to a high-performance CRM solution seems to be the best option to allow all of your teams to centralize and access the data collected in order to draw analyses and conclusions regarding the actions to be taken to improve your sales journey and the experience offered to your prospects/customers. CRM guarantees a good level of service, enrichment of customer information, personalization of the offer and loyalty. Thanks to this tool, internal organization is greatly facilitated, which improves synergies within your teams. They gain in performance and efficiency.
