In the present scenario, the fact is every business needs Salesforce to drawn visitors. It requires an increase in your website visits, crazy networking, collecting business cards, and ramp up social media presence. Gathering data for leads and converting them into customers is an essential thing.
Even the businesses regularly follow the metrics mentioned above; sometimes customers cancel their accounts after being in the company for a month or so. It’s not only the case of the companies. With fierce competition and customers that are prone to change their minds, every tool is essential to retain your customers.
Several organizations focus on using Salesforce for closing deals, that is great, but this is an expensive process. Depending on your industry and based on your study, customer acquisition is 5-25 times more expensive than customer retention.
It is one of the primary reasons why every business needs to hang on to the potential customers. A recent report states that Bain and Company has found 5% increase in customer retention and more than 25% increase in profits with Salesforce.
Integrations to Gather Customer Data
GetApp’s market researcher said that unlike earlier days, the sales and marketing teams are not working in data silos and fighting with each other’s throats at every chance.
Integrations through customer support and service apps will help to streamline the touch points of customer communication. As an alternative to manual data transfer, interaction using a record with customers using customer service software can also be recorded and captured in Your CRM.
For instance, a marketing team uses HubSpot, Salesforce, and Zendesk are used by your sales and customer service teams respectively. Integrating Zendesk and Hubspot with Salesforce can create a transparent data funnel through which sales and marketing teams in your organization can have around view of every customer. It provides transparency through the whole sales funnel, making it easier for marketing sales and customer service to get on the same page. According to Zendesk, 52% of customers more from a company after a positive customer service experience.
Integrating customer service platform with your central CRM enables you to ensure that your customer service is up to the mark. It is a known fact that a transparent system offers more benefits and translates for the sales and market teams, and gains more customer retention.
Personalized Customer Data Advantages
It is essential to maintain relationships with your customers and gather a lot of information. Using Salesforce integration, you can take control of the customer relationship and able to use the same to personalize your emails to resonate with your customers. It helps in making your customers feel special.
Reach Your Customers through Social Media
Social Media is one of the most sought out platforms in current days to reach customers and to gain popularity in distinct ways. The latest research finding is that more than 15% of churn if you respond to your customers via social channels.
You can better research using search based on keywords and schedule the feed frequently. Responding to your customer’s queries on social media channels and answering them on the same channel or providing an automated response.
Integrating Salesforce and Customer Service Platforms
Recently Accenture announced that 52% of consumers had switched service providers due to poor customer service across all industries. $1.6 million is the estimated lost revenue due to poor customer service in the United States.
It is a fact that customer service is the best way to retain loyal consumers, but many companies fail at it. Due to lack of connection between sales and customer service, the CRM’s account file is not correctly handed off to the needy people. Sales representatives and Account managers have their diligence with sale component, and most of them scramble inefficiently whenever a problem arises. Salesforce CRM’s helps in retaining customers using the natural pipeline.
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Track Customer Retention
In case if your customer is not in touch for more than six months, chances are more than you are losing. Tracking customer interaction in Salesforce helps you get date fields and last contact details.
If you automate this process, it will help you to gain attention on a weekly or monthly basis. Directly check with your customers and extend them with offers based on their previous interactions.
Identify Your Inactive Subscribers and Re-engage them
Most of the marketing companies advise to prune inactive subscribers and engage them in determine to open and click rates. According to the recent research by “MailChimp,” more than 26% of inactive subscribers will make a follow-up purchase comparing to non-subscribers. Integration helps you a lot if you want to send more. Along with your marketing software, choose an email marketing tool like MailChimp and integrate it with Salesforce.
Give Some Rest
After acquiring a customer, bombarding them is tempting with more great offers. It is not 100% right! It is important to thank them for their business and offer them appreciation tokens.
Integration helps to build a long-term business relationship and helps you to build trust. First 100 days is considered as the perfect time to turn a customer into a brand advocate and after buying the first one’, they’ll have something to tell.
Bottom Line
Customer retention is the most comprehensive way to impact your revenue. But with massive competition, customers no longer stick to particular product or brand if something better comes along. Expert marketers know how to personalize customer experiences, harnessing data to add some value and listens to customer needs.
Contributor: Prasanthi Korada
Author Bio: Prasanthi Korada loves pursuing excellence through writing and has a passion for technology. She has successfully managed several websites. She currently writes for mindmajix.com, a global training company that provides e-learning and professional certification training. She is based out of Kakinada and has an experience of 4 years in the field of content writing and blogging. She can be contacted at deviprasanthi7@gmail.com. Connect with her also on LinkedIn and Twitter.
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