subject: How To Retain Your Customer Using Pmam Crm [print this page] There are many Golden rules for customer retention and customer loyalty. But most of it is really common sense. There are simple things that you, as a business owner and service provider can do to keep your customers coming back to you over and over again.
After all, it has often been said, and correctly so, that 80% of your orders come from 20% of your client base. This is called the 80/20 rule or the Pareto principle and it emphasizes why you need to have loyal and returning customers.
Here is a list of simple rules to help you retain a loyal customer base.
Customer Service:
Give your customer that little bit extra. Listen to what they have to say, understand their requirements and then supply them with what they need. Be attentive to their needs and they will keep coming back to you.
How PMAM CRM can help you with your customer service:
PMAM CRM has a detailed input screen for your Leads and Customers where you can enter your clients relevant data. You can make notes, schedule phone calls and keep track of your contacts within the client company. You can also easily view listing of notes made for quick referrals. This way, you are always totally informed about a clients requests or feedback and can easily track whether they have been helped to satisfaction or not.
Know your product
You and your staff should be able to answer all product-related questions. Let the customer know that you know your product.
How PMAM CRM can help you with knowing your product:
The PMAM CRM allows you to enter all your product details in the product master along with a description, full pricing details, the measurement unit and the price in multiple currencies. This ensures that you and your staff will have all product details on their fingertips when talking to a prospect or customer.
Be prompt
When a prospect or customer asks for some information or a proposal, dont sit on it for a week before responding. Chances are your prospect is also shopping around at other places for the same product or services. Send your detailed response or proposal as soon as possible and increase your chances of closing the sale.
How PMAM CRM can help you be prompt:
With automated processes to generate proposals and raise sales orders, PMAM CRM ensures your promptness. Just fill in the details, the system does all your calculations for you, attach files if you need to and then email the proposal or sales order straight to your client. As quick and easy as that.
Know your customer
Everyone likes to be recognized and remembered. A little bit of attention to detail will ensure that you have returning customers.
How PMAM CRM can help you know your customer:
The Main Leads page allows you to add the names, designations and notes on every single contact within your client company. This ensures that when you are speaking to a particular person, you can easily track who that person is, their role in the company and any feedback you have had from them. Empowered with this information, you and your staff can always know your customer perfectly when dealing with them.
Communicate with your customer
Keep in constant touch with your prospects and client. Warm up your leads with regular contact and keep your clients updated on new products and services launched within your organization. In the age of electronic communication it is easy to do and leaves a lasting impression.
How PMAM CRM can help you communicate with your customer:
You can easily create email communication using the PMAM CRM templates; add brochures or other marketing material as attachments. Using the PMAM CRM application, you can also easily email a single contact, a group of contacts or all contacts in your database quickly and easily.
The PMAM CRM application also facilitates campaigns using the Campaign tool. Create a series of emails and schedule their automated mailing to the selected group of contacts. The application also provides a mail merge option to help you create a letter for multiple customers which you can print and snail mail out with the touch of a button.
Listen to what your customer has to say.
To keep your customers loyal, you need to constantly ask for and get their feedback. Listen to their comments, suggestions and requests and where possible, implement them. This will help you improve your services towards your customers and will make them feel valued.
How PMAM CRM can help you listen to your customers:
The PMAM CRM application facilitates creating and distributing surveys and feedback forms. With the help of these surveys which you can either email them, give online access or get responses on the phone, you can find out exactly what the customer feels about your products and services and the changes they would like to see.
It is also a great vehicle to find out customer reaction to a new product or service that you have recently launched. Your customers can help make your business better.
Be there for your customer
When your customer has a problem, do not keep them running around in circles talking to recorded voices and punching numbers. The sooner a human being is there to listen to and sort out a clients problem, the more likely it is that you will retain that customer.
How PMAM CRM can help you be there for your customer:
With the Scheduled calls module within PMAM CRM, you can schedule all your calls to your customers be there routine calls, or responses to customer requests or complaints. The application will give you listings of scheduled calls and daily reminders to make the calls. You can also create a call plan and have easy access to the clients you need to call.
Know what your sales teams are doing.
Be aware of the level of contact your sales team has with their assigned leads and customers. Check that they are performing as per the quotas assigned to them. A good sales team ensures satisfied and returning customers.
How PMAM CRM can help you know what your sales team is doing:
PMAM CRM allows you to assign leads and quotas to different sales persons. You can keep a check on the sales persons performances by checking the dashboards, bar charts, graphs, sales funnels and other reports.
Apart from these things, there are a few things which no technology, no matter how advanced can help you with. Be reliable, deliver your goods on time, ensure the quality of your products and services and keep your customers happy and satisfied. Follow these simple rules and you are on your way to a thriving business.
