December 2022
4 Simple Steps to Boost Customer Happiness and Retention with Lunar CRM
Any savvy business owner knows that it’s easier to retain customers and get repeat business than it is to attract new customers. And the best way to retain customers is to ensure that they’re happy and willing to keep coming back.
Ensuring your services are at their best and customer experience is placed at the heart of your business can lead to a huge boost in retention. With the right CRM solution in place, you can keep your existing customers happy and ready to come back for more.
So let’s take a look at four simple steps that you can action with a bespoke CRM to boost customer happiness and retention…
1. Centralise customer data
Centralising customer data, particularly if your business is spread across the country or works remotely, can ensure that everyone has the insights and tools they need to provide customers with top notch service. With a cloud-based bespoke CRM solution, everyone in your team can access customer data, view customer journeys and pipelines and make informed decisions from wherever they work.
With your whole team on the same page, with a transparent view of the entire sales funnel, there’s a greater opportunity to work collaboratively to ensure customer satisfaction and retention remains high.
And if you’re worried about data security, you’ll be pleased to know that your data is hosted on powerful servers and regularly backed up to ensure you never lose customer data.
2. Personalise Customer Experience
With the data stored in your bespoke CRM solution you can ensure that even automated customer interaction is personalised. This not only makes customers feel valued and understood, but it saves them time and streamlines their journey from acquisition to conversion. If customers aren’t faced with hurdles and are instead presented with aspects of your service that are valuable to them, they’re considerably less likely to drop off.
Personalisation is the key to customers seeing value in your marketing. Use your CRM to track customer activity, preferences and behaviours to point them in the direction of products and services most relevant to them. That way when your customers receive your e-mails, they’ll know they’re getting information and offers they value.
3. Keep Up Engagement
Make sure that customers are kept in the loop. If they haven’t heard from you in a while, or vice versa, there’s a chance you may risk losing them. Use customer data to personalise interactions through e-mail marketing, and ensure that you have a presence on social media so that customers have an easy point of contact for you.
Your CRM can be used to notify you when customers are interacting with your brand, which can include social media through third-party integration. When you see customers interacting with you on any level, engage with those customers – sales reps can extend offers and ensure any buying opportunities are tailored and timely for your customers.
4. Re-Engage Inactive Customers
Don’t wait for inactive customers to come back for more, or you’ll be waiting forever. Instead run re-engagement campaigns that will bring them back to your services. You can personalise your approach to each batch of inactive customers to ensure that the offering if most appropriate to them and more likely lead to conversion.
Re-engaging inactive customers can be a much more cost-effective strategy than attracting new prospects. As inactive customers have previously used your services, they’re more likely to engage as they have, in the past, been interested in your services. Rather than trying to sell products they’re unfamiliar with, you just need to identify what would bring them back to the service, whether that’s a sale, bespoke pricing or a different package entirely.
With your CRM reports, identify customers that haven’t been active in a long time but have yet to unsubscribe from mailing lists. Identify how they have interacted with your business in the past and organise them in to different mailing lists. You can then make special offers tailored to each of those lists as a means to re-engage those customers.
Make the Most of your CRM for Customer Engagement
Customer retention is ultimately one of the most profitable strategies for your business. With the right CRM at the heart of your business you can maintain an accurate customer database in one place, engage and interact with your customers to maintain satisfaction and re-engage customers that have gone quiet. Use your CRM to gain insight in to how your customers interact with your business, and how you can engage with them to build long lasting relationships.
Try a free demo of Lunar CRM to see how you could start connecting with your customers and building long lasting relationships.