Customers expect instant and exceptional customer service in today's highly competitive business environment. Most companies overlook customer support as a critical component of their augmented product. In this case, the customer abandons the product or service due to poor or mediocre customer service. Some of your customers may also leave bad reviews before or after they leave, which could also affect other customers or prospective customers. In this article, we'll help you reduce customer churn, after which you can analyse what's causing your customers to churn and provide valuable information about your business.
#1 - Using your knowledge base to educate your customers
If you offer a comprehensive knowledge base to your customers, they'll be able to understand your product and services better. You should look for analytics in your CRM that gives you insight into what your customers are downloading and what engages them most. By using this information, you will be able to develop knowledge base content that will help you maintain contact with your customers.
#2- Managing churn with your best people
If a customer is churning, it will take your best salespeople's expertise to keep them.
Their charisma and experience can undoubtedly be used in handling difficult situations and dissatisfied customers. By reviewing recent conversations and tickets in your CRM, sales can develop a persona of churn customers and decide how to approach them.
#3- Analysing your "At-Risk" customers
Keeping track of those on the verge of leaving is one of the most effective churn strategies for B2B companies. Analysing the reasons for churn allows you to determine what actions or failures your churned customers took and become more proactive in preventing churn. Analysis of the data in your CRM to spot the 'at-risk' customers by identifying those who haven't been contacted in a while, or maybe they have asked for more information, a price list, or a quote, but you never followed up on them? If someone behaves similarly, you can predict if they are likely to leave your organisation.
#4 - Engaging your customers with updated content
Boosting sales and re-engaging customers with the most updated sales enablement content. Provide timely product updates and ensure these items reach your customers on time using a CRM. By using marketing automation tools within your CRM, you can set up drip emails to your customers and deliver your content directly to them. Your sales and service representatives can access a content library beyond the FAQs and knowledge bases by sending a monthly or quarterly newsletter with product updates and usage tips.
Final Thoughts
Investigate the churn factors in your company.
Understanding and analysing customer churn factors for your business is essential before building a strategy to address these churn factors. Customers' dissatisfaction with customer service leads to churn when they have an unpleasant experience. To ensure excellent customer service, your company must continuously follow up with employees and customers. You can directly contact your customers for feedback and ask them why they left, and you can send them a follow-up email or survey at the point of churn.
Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. You will enjoy immense growth opportunities if you partner with the right service provider. Please contact us at sales@zooloo.asia.
- Discover more about Customer Service Strategies
- Find some tips on B2B Sales Strategies
- Looking closer at e-Commerce Strategies
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade #customerretention
