How to Improve Customer Retention by Using CRM?


In today’s hypercompetitive business landscape, customer loyalty is critical to growing your business. Dedicated and loyal customers are the most passionate proponents of your brand.

They review your products, recommend them to colleagues, and refer new customers to your company. Most importantly, they will come back and spend more than new customers.

Your CRM (Customer Relationship Management) system is at the center of your customer loyalty strategy. Let’s see how you can use CRM software to build meaningful relationships with customers and retain them.

Provision of personalized user experiences

While artificial intelligence tools can automate many repetitive tasks and make your teams more agile, they cannot replace people and are not enough to improve customer loyalty.

Customers want to speak to someone who listens to them compassionately, understands their problems, and offers constructive solutions. Studies have shown that 75% of customers think companies have lost the human touch in the customer experience.

One of the most effective ways to keep them around is to personalize the user experience. Research shows that 84% of customers want to be treated like a person, not a number. This is where your CRM system and tools can help.

Your customers contact you through a variety of channels including email, phone, live chat, and website. They also communicate with various departments such as customer care, marketing and sales. Our CRM system records every point of contact with your brand and stores customer data in a central location.

In this way you can create detailed profiles for each customer and give each department access to the same customer data.

This is a lot of useful information for your teams. Your sales and marketing teams can use this data to map customer journeys. You can divide the audience into narrower segments and run targeted marketing campaigns.

Not surprisingly, people are more interested in marketing campaigns that are tailored to their needs.

Strengthening customer support

Customer care is the backbone of your customer loyalty strategy. Today’s customers are tech-savvy and very demanding. You expect quick and relevant customer support from your brand, how and when they need it. And with the right CRM system, you can handle customer complaints more efficiently.

Your CRM system unifies your customer support channels such as email, call centers, live chat and social networks. Instead of using multiple customer support channels at the same time, centralize customer service tickets in a single place to improve customer loyalty.

As soon as a customer sends a request regardless of the channel used, you can assign his request to the correct account manager and process it more quickly.

You can also send automated emails to notify a customer of the status of their service request.

When a customer sends a request, you can set up your system to automatically notify them that you’ve received their email. You can also create links to other relevant customer support channels, such as: For example, your work phone number or knowledge base articles.

Most importantly, your CRM software allows you to personalize customer support. With its help, you can create detailed customer profiles and give all members of your customer service team access to the same customer data. B. Previous service requests, purchases, demographics, preferences etc. This will help you improve customer retention.

Now let’s take the example of your call center. In recent years, many companies have decided to move from analog phone systems to VoIP to provide power to their customer service departments. In addition to the money-saving advantages of VoIP services, this type of telephony service can also be integrated into your CRM.

This can benefit your customer service team in several ways. Initially, call recordings, transcriptions and customer data are logged directly in your CRM system. Second, your account managers don’t have to search a long customer base to find the information while talking to a customer.

A VoIP tool pulls the caller’s data from your CRM system and sends it to your agent. This way, they can answer the call more securely and provide each customer with highly personalized support.

Listen to customers

In order to retain customers and turn them into your brand advocates, you must first understand their needs, expectations, and preferences. Therefore, you need to communicate with your target groups and get feedback. You can get help from social media tools to collect feedback from social networks.

In order to listen to your customers, you need to ask the right questions. Fortunately, modern customers are more talkative and cooperative. They strive to share their data with you for more personalized branding experiences.

Many SaaS tools can help you create relevant surveys, polls, and tests. With the help of your CRM tool, you can take your customer satisfaction surveys to the next level.

For example, many CRM solutions allow you to narrow down your contacts into smaller segments based on their demographic, psychographic, and behavioral data.

The HubSpot Active Lists tool automatically classifies leads based on the criteria previously set. This way you can tailor survey questions to each customer group and learn more about their expectations, needs and weaknesses.

Above all, all customer data that you collect using customer feedback tools is automatically sent to your CRM and stored there.

Over to you

In today’s hyperconnected world, customer needs have changed. With the advent of cloud apps for instant messaging, social networking, and chat tools, they are now expecting a whole new level of customer service.

Customers no longer want to be treated like a number. Instead, they want you to communicate with them regularly, listen to their needs, personalize their experience across all digital marketing channels, and provide fast and relevant customer service.

Your CRM system will help you do all of this and more. So you can finally centralize customer data in one place. Instead of using a variety of tools, you can use a single channel to handle customer interactions.

In particular, your sales, marketing, and customer service teams have access to the same data. This will help them deliver consistent and targeted customer experiences. That way, you’ll build and maintain close relationships with customers, improve customer loyalty, and make them advocates for your brand.