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What does efficient contact management have to do with customer retention? In this post, we explore this question. Read on to find out what we discover.
Customer retention is key to scaling your business. Your existing customers have already done business with you. Therefore, if you build a trusting relationship with them based on great customer service, they’re likely to continue buying from you.
One of the ways you can build trust and a strong relationship is by knowing who your customers are. You can also work on understanding how they’ve been interacting with you by using contact management software. This is one of many customer retention strategies.
in short, contact management software lets you connect with your customers. It helps you to stay in contact with them as well as gain insight into their behavior. It also allows you to organize and store customer information in a single app.
Then, too, you will be able to gather valuable data about contact details and customer demographics. Notably, you’ll also be able to discern what affects your customers’ buying decisions. Here are three ways you can use contact management software to improve your customer service and increase customer retention:
1. Sync Contact Information Across Multiple Platforms
One of the most powerful functions of contact management software is its ability to sync and extract data across multiple platforms. As your business grows, keeping all your customer information in one database can save you valuable time and improve your business efficiency.
Whether you’re in the office or on your way to a sales meeting, having immediate access to your data is essential. This is especially the case when you’re talking with customers. An efficient contact management system lets you use the search function to quickly find any customer and their data.
For example, you’ll have complete information about the last email you sent them and the last item they purchased from you. This is valuable information you can use to connect with customers on a personal level. This alone will go a long way toward improving customer retention.
Also, you can use contact management software to improve your customer service. For example, if a customer posts a complaint about your business on your Facebook business page, you can quickly find out who they are and look up their history with you. With this information it’s easier for you to respond to customer complaints and rectify issues quickly.
2. Learn About Your Customers by Tracking Their Behavior
When you consolidate all of your customer information into contact management software you can keep track of customers’ behavior. For example, you can find out who’s buying from you and what they’re buying.
Plus, all of the information will be stored in one place. Because it is, you won’t have to spend time organizing customer data from multiple databases, and you can utilize this data to improve customer retention. For example, you can create personalized email drips and funnels that are targeted to each customer on a personal level.
When you have information about each of your customers, you can come up with a better understanding of what drives them as consumers. For instance, collecting information about a customer’s buying practices and patterns of communication lets you know when they’re interacting with your marketing campaigns.
This valuable information can alert you ahead of time that a customer is likely to churn. This gives you yet another chance to improve customer retention. In short, it gives you the ability to follow up. This can help you to work on keeping them as customers.
You can further use the data you have stored in contact management software to find out which of your products are selling well and which aren’t. Further, for products that aren’t performing well, you can identify which clients aren’t buying. Then you can modify your marketing strategy.
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3. Integrate Email and Stay Connected to Improve Customer Retention
Email continues to be an effective way to reach customers. To this end, contact management software lets you store customer information in a single location. From here you can build your email list.
Moreover, automating the email process will improve your customer retention. That’s because it improves customer service and visibility by streamlining your communications to your customers for better efficiency.
Additionally, using contact management software, you can segment your customers into specific groups. That is, you can group them by location, age, buying history, interests, or almost any other factor.
Plus, if you really want to get sophisticated, you can further segment their buying history by what they last bought, where they purchased it, and how often they’ve purchased from you.
You can use this segmented information strategically in your marketing campaigns. For example, you can send out personalized and targeted email drips that are unique to each segment of customers.
You can also use contact management software to let you know when a customer has dropped off in the funnel. This will allow you to personalize your emails to them with promo codes, coupons, and other marketing incentives to bring them back. When customers feel you know them as human beings, customer retention rises.
When deciding on which contact management software to choose, pick one in which you can send personalized email drips based on customer history. For example, look into vCita contact management software. This contact management software automatically collects customer information and stores it in a database.
Final Thoughts on Customer Retention and Contact Management
Being able to optimize the customer experience will increase your customer retention rate. That’s because consumers these days want personalized service that makes them feel like they’re more than just a customer.
Contact management software lets you improve the customer experience by having all your contact information in one place. You’ll be well informed about each customer. This will give you the ability to communicate and connect on a personal level, increasing customer satisfaction and thereby improving customer retention.
