5 reasons to keep in touch with your customers

How to Keep In Touch with your Past Customers Effectively
Keep in touch with your customers

The heartbeat of all businesses are customers. Therefore, it is crucial for the success of your business that you are familiar with these 5 reasons to keep in touch with your customers. The moment when you start focusing on some other part of your business and take your attention away from your clients is the time when you become irrelevant.

Business weekdays can get very busy, so emails look like the easiest and quickest way to contact your customer. However, the truth is that nothing can be better than phone conversations and personal meetings with your client. Here are some reasons why you should make time for your customers and do it with a personal approach.

1. Reveal new needs and trends

To stay up to date is a forever question of all businesses. For example, what was actually last year, may become just a page in history today. You want to prevent yourself from losing your clients to competitors or becoming irrelevant in your industry. This way you should always be in touch with your customers and try to find out what is new in their businesses. The more you care and demonstrate your willingness to find the best option for your client, the more you learn about your customer. That is to say, that if you really listen to each particular customer, certainly it will become easier to identify new trends and opportunities for the overall market.

2. Higher repurchases and loyalty

Strong relationship means that your customers will come back and make repurchases. Sometimes they are not aware of your other products or services you provide. In that case, an occasional phone call can be a great opportunity to let them know about your new solutions.

3. It is cheaper to retain customers than get a new ones

The statistic speaks clearly: it is certainly more affordable to retain your old customers than look for new ones. In short, once you admit this fact, you will be keen to provide as satisfying customer service as possible to keep your current clients.

4. Get testimonials and results of your customers

Stay in touch with your customers! This way you can easily get to know the results they are achieving with your products or services. Thanks to these testimonials and case studies from your customers you can find other possibilities on how to help and improve your customer services. If you casually ask your customers how your product or service has helped them, they will be flattered that you value their opinion.

5. Build relationship

The power of a trusting relationship should be never underestimated. For instance, you have already invested time and money into getting your customers so in that case, why not to do everything you can to keep them as well? A quick call to see how they are doing or if everything is in order is a great cause for customer loyalty. Your ongoing support and attention will definitely help you to build a long-term relationship with your clients.

Katrium has a great relationship with its customers. We hope you enjoyed reading about these 5 reasons to keep in touch with your customers. You can find out more about our services here.

Clients and their importance to buy from you instead of your competitors

Picture represents ideas which appears for a better clients understandingHow often your clients become seduced of other companies? Let’s imagine a situation where Company A asks an offer from Company B for their services. First, company B sends their best possible offer to Company A. But eventually, they decide to buy the service that they need from Company C. 

In this kind of situation, you can either leave it or you can take a look at the whole picture.  One option is to ask Company A why they chose to buy from someone else instead. Clearing this out will help you to improve your business. Also, it can help you to bring Company A back when they notice that you care about your customers’ opinions. So, how do you make such enquiries politely and without getting the other party’s guard up? Here’s how:

WHY clients are important?

Customers are the ones who bring you the profit, not you or your staff. Understanding customers’ needs are essential. They not only bring the money to the company – but also give you an advantage over your competitors. No one else knows better than clients themselves what they want. And whoever does the best job of listening to their customers wins the market share.

Talking to and thanking customers who bought something from you is important, but asking “why” from the ones who did not buy from you should be at least at the same level. It could be that they did not like something. It could be the product, price, selection, customer service or maybe you did not interact with them enough. There are a million different reasons, but you cannot know for sure unless you ask. Assuming the main issues that caused it sends potential customers straight to your competitors’ door.

By asking the customers “could you please elaborate what was the reason that made you go for our competitor’s offer instead of us” will help you to meet customers’ needs and improve your own business. Of course, asking ten customers, who decided to not buy from you, and getting ten different answers will not lead anywhere, but if four or six out of the ten customers name the same issue, maybe you should take a look at that particular aspect of your business/offer and think what you could do differently, better. The more satisfied your customers are with your services and products, the more likely it is that they become your loyal customers and recommend you to their colleagues and partners.

SOLUTION

So, how should you ask this easy question from the customers who chose to go with the third option instead of your offer? The answer is easy. You need to ask them for feedback. But this takes time and effort. Also, you need to know how to ask the right questions. You do not want to waste your own or the customers’ time with irrelevant questions. It is not necessary to ask questions, that do not provide you with any further information and thus risk the chance of getting any responses at all. A good option would be to outsource the feedback process to an external survey company. The company that has the resources to create a survey with relevant questions that fit your company’s needs and make the interviews with the customers who slipped away from you.

RECOMMENDATIONS

You could create your own online survey. Surveys like that give a chance to the current as well as potential clients to decide when they want/can answer. The survey could be sent to them by email or you can set it up into your website where everyone can complete it whenever they want to give you feedback or explain what qualities they look for in a cooperation partner.

But if you want to ensure a larger number of answers and to reach people directly then phone interviews are a better option. Making a phone call to your customers has higher survey response rate than online surveys. What could be a better way to find out what your current customers, as well as the lost customers, think about your company and your ways of doing things than by talking to them? On the phone, you can ask follow-up questions from the respondents. It helps you to get a better overview of their thoughts and ideas. That way you get more detailed responses which can help you to have a clearer idea of how you are doing as a company.

However, all of us know that most of the companies do not have enough time to call all the clients that chose to go for another company’s offer instead of yours. This is the point when research and consulting company steps in and asks the questions for you. Outsourcing the service to the specialist in this field saves you time and gives you high-quality analyses. All you need to do is to let the specialists do the work for you.

Katrium offers its customers a set of tools to perform reliable customer service. Read more about our services here.

Ensure Success – Up the Ante with Customer Relationship Management

Service organizations are now spending day and night. Striving to maintain superior quality of service with the effort of gaining loyalty from customers. Have you ever looked at your competitor’s service and wondered whether they are doing things better than you? Customer relationship management has appeared frequently in many books and articles. It is one of those phrases that you cannot escape from hearing in business today. People are putting more emphasis on the digitalization of the world. Some may attribute that Customer Relationship Management is a way of computerizing your business. Or a series of tools and techniques. Yes, customer relationship management has to do with new technologies nowadays. And the competitive edge has to be paid with sufficient investment of time and money. 

In its simplest form Customer relationship management is an attitude. And mindset, a value that you place on your business and its relationship with its customers. So, if you want to make sure you are doing better than the next player in the game. CRM might be the leverage point with which you can differentiate your business from the others.

Why does CRM help?

Remember the leaky bucket? It is a very common way to explain the role of CRM. Companies are way too busy trying to reach new customers. They should also put efforts into maintaining their current customer base. So, you end up putting customers in a leaky bucket rather than preventing them from leaking away from you. Competition is high in all markets. So, approaching a new prospect is more costly than retaining the customer one already has. Satisfied customers who frequently come back should receive more attention from you. From the new customer who just came and bought your services as a tryout. Still, we do not mean to discourage businesses from getting new customers. How else would a business be able to grow, right?

The reasons why customer relationship management is important

68% of customers change product or service providers because they feel they do not receive enough attention and care. Good management of customer relationship helps companies treat customers as individuals rather than groups. CRM can go deeper to analyze or to study customer behaviour with the best produced products and services. Assumptions, which are based on previous experiences and cultural factors, that one carries about customers will also become more explicit.

People say that at some point when the cost of retaining customers is higher than acquiring a new one, the leaky bucket actually works best. The author personally believes that all companies will be in such a situation at some point. The only way to recognize that moment is when the companies invest more in customer relationship management and a CRM system.

Benefits of using a Customer Relationship Management (CRM) system:

Is CRM system basically all about contact management? Well, actually CRM system can do more than that.

Customers want to use the products and services but they also want to be consulted more closely. In short, they want to receive more attention from a company. They trust as individuals rather than a grey mass. The interaction process between customers and the sale staff will create real relationships. Customer information stored smartly. The transaction process is recorded instead of rushing out taking note and then forgetting about it; the information on customer satisfaction, the productivity of a team or a specific employee is is updated in real-time. The fastest answers will help to gain the needed trust from the customers. CRM managers know and analyze each session each day. And also the work their employees are processing.

An image shows which customer relationship platform is the most popular

Very often, it confuses when you look up for CRM systems and have hundreds of choices. By Barry Schwartz: the more choices we have the less likely we are to be content with our decisions. Our aim is not to confuse you. So, only a few, but good, choices showed in the pie chart above. It is important to mention Hubspot’s CRM which is 100% free. It is extremely lightweight and really a good option. For small to midsize businesses that have never used a CRM before.

At the end of the day, there is no business if there are no customers. Loyalty is difficult to find these days. But if you manage to find and maintain a loyal customer you know you have struck gold. But keep in mind that customers are not clones of each other, each comes with different requirements for attention. So, like in so many situations, communication is key.

Find out more: www.katrium.eu