Customer retention is critical for businesses of all shapes and sizes. Nothing beats that ongoing recurring revenue source and the long-lasting relationships that serve both you and the customer for the better. Amy Cook, CMO at Simplus, spent some time writing for Utah Business about three strategies marketers should leverage to improve customer retention in their organizations. Take a look at the highlights below or read the full article here.
CX to upsell products/services
“As the CMO at Simplus, a global Salesforce consulting partner based in Utah, one of my primary jobs is to provide a fantastic customer experience for our current customers. We invest heavily in our customer relationships, and it shows in the length of our engagements, number of projects, and CSAT scores. In fact, this investment in our customer experience has earned us the rank of number one-rated partner out of 1835 consulting partners.” —Amy Cook
Experience beats branding
“Brand loyalty has its limits. More than ever, individuals are suspicious of brands. In fact, a whopping 96 percent of customers don’t trust brands. To build trust with customers, providing exceptional customer service is the new currency. More often than not, people make decisions less on price and more on who is easiest to work with.” —Amy Cook
Technology to streamline and automate
“75 percent of B2B marketers will focus their efforts on retention and enrichment this year. We can’t do this properly in our distributed environment without tools for onboarding and customer experience. Whether it’s contract lifecycle management, customer onboarding, or marketing automation, companies need to invest in platforms that can streamline processes, improve operational efficiencies, and give customers a self-service boost.” —Amy Cook