If there’s one thing most companies have in common, it’s that we all depend on loyal customers. We thrive on them. The advantage of having loyal customers is two-fold. Not only do loyal customers generate repeat business, they also share their positive experiences with others. Which means they can attract more customers, thus creating more opportunities for you to bring in additional loyal customers.
Customer Relationship Management (CRM) software can dramatically help strengthen customer loyalty by fostering strong customer relationships. Before discussing three ways CRM software solutions can help keep your customers loyal, let’s answer this question:
What is Customer Loyalty?
Often times when we purchase a satisfactory item from a business, we will continue to come back time and time again when we are in need of the product or service. Instead of purchasing from a competitor, we go with what we know and what we like, which is customer loyalty.
Being loyal to a company doesn’t just mean that a product or service was good enough, there tend to be specific reasons why consumers make their returns.
- Customer service – Quality and consistent customer service is sure to bring a customer back whenever they are in need of your services.
- Social proof – Online customer reviews and even endorsements play a role in the way people view companies. If reviews and recommendations are stellar, people are more likely to give a brand a chance, opening the door for future loyalty.
- Reliability – Being able to deliver on your promises is another way to get customers on your side for the long haul. Reliability goes hand in hand with customer service, knowing that a customer can count on a business to keep their word and provide top notch service is sometimes all it takes to gain customer loyalty.
How Can CRM Software Keep Customers Loyal?
Now that we understand customer loyalty, how does CRM come into play?
CRM software gives insight into customer and business relations, tracking all communications made between a company and its clientele, from purchase history to contact information and even customer/business communication.
This data allows a business to find exact ways to help a customer and how to market toward them, which assists with social proof and increasing a stronger brand that customers want to continue supporting.
Here are three ways CRM software solution can keep customers loyal:
CRM makes things more personal
CRM can help you keep track of important dates, such as your customer’s birthday, first-purchase anniversary, etc. It can then send reminders when these occasions occur so you can reach out to your customers or send automatic emails with special incentives.
Who doesn’t appreciate a special birthday discount or a follow-up email regarding a recent product purchase? Using CRM to create a more personalized experience for your customers can go a long way in building customer loyalty.
Get to know your customers better
The more you know about your customers, the more you can strive to accommodate their needs. CRM offers engagement and information gathering tools to help you learn more about your customers.
For example, CRM can help automate a customer satisfaction survey or poll. Just the simple act of providing a survey expresses to your customers that their satisfaction is important to you.
Hone in on their needs
Building strong customer relationships means understanding what your customers like. CRM can keep track of a tremendous amount of customer information, such as purchase history and customer preferences.
CRM marketing automation can also track email and web clicks so you know what your customers are interested in based on their clicks. This information then allows you to target your customers based on their needs.