Customer retention is the process of retaining customers and preventing them from switching to some other brand with a similar product or service. It plays a key role in a company’s growth and transformation into a trusted brand. Also, it’s 7 times more cost-effective than a new customer acquisition, as you spend next to nothing in retaining a customer, but they continue to buy your products or services over a prolonged period of time.
The lack of customer retention is a longstanding and commonly faced challenge by businesses due to their poor customer service, lack of customer feedback, and/or infrequent customer interactions. Losing customers can directly impact ROI, dampen the business’s growth, and severs the bond of trust between you and customers that takes years to build. A retained and loyal customer is always an asset to your brand and your revenue. Salesforce, a CRM platform, can help with customer retention by freeing your business from the burden of the customer churn.
Salesforce enables customer retention through easy tracking of customer interactions, personalizing customer communication channels, centralizing customer data, and much more.
Satisfy your customer needs better and faster…
Salesforce for customer retention empowers customer interactions and helps your team leverage every opportunity to build and maintain the relation of trust between you and your customers. Show customers you care and can support with Salesforce.
5 outstanding ways you can use Salesforce to boost customer retention
1). Centralizing Customer Data
Salesforce takes care of all your valuable customer data and stores them in a single centralized location for easy access. It even saves all the inbox emailers, VOIP system calls, and notes with detailed history so your staff can always stay well informed. Salesforce helps in ensuring data accuracy and eliminates the possibility of data duplicity. Thus, keeping your database clean and clutter-free. This way, you can improve the standard of your data quality, which ultimately helps in serving your clients better.
2). Personalizing customer communication
Salesforce enhances customer retention by personalizing communication channels, such as emailers, with Pardot Dynamic Content. Using this tool enables your business to add client names to subject lines, and even make suitable content for your landing pages using ready-made templates. This way, your customers can personally relate to your customized and branded landing pages and emailers.
3). Tracking Customer Interactions
Salesforce enables you to track every individual customer interaction in real-time. It helps you track every action of your customer, from what they are clicking, what they are subscribing to and what they are reading on your website. Tracking with Salesforce helps you engage with your customer at the right moments by sending them engagement or follow up emailers to increase their interest in your products and services.
4). Engaging with inactive customers
Salesforce also lets you classify your clients into different categories. This helps in not only targeting and prioritizing highly active and engaged potential customers, but also helps to strategize for other inactive customers appropriately. By looking up caller or emailer history, your reps can analyze what strategies are working well and scope what is best to try out on inactive customers.
5). Customer Service tool integration
Salesforce for Customer Retention also lets you integrate a specifically designed customer service tool or platforms like Salesforce Service Cloud, which helps you access and address customer issues, complaints, and requests. With Service Cloud, your service reps can engage with your customers with more purpose. It also provides you insights of customer interactions on other channels, like social media, for you to turn your customer requests and complaints into customer reviews.
Accelerate your Customer Satisfaction rates with Salesforce
Boosting your customer retention is a meaningful and effective way of increasing the ROI. Salesforce helps your business enhance customer loyalty and improves their experience with your brand. With the personalized solutions of Salesforce, you can retain more customers and boost revenue.
Are you looking for an expert to help you leverage the most out of Salesforce?
We are certified Salesforce partners with extensive experience, and we can help you implement Salesforce for customer retention with excellence. Schedule a Call today!