Technologies for Customer retention
Selling to your regular customers is often a more effective way of growing revenue. Established companies and organisations need to focus on Customer retention.
The average business loses around 20% of it’s Customer annually. In some industries this can be as high as 80%. The cost is staggering in either case yet there are few businesses that understand why.
Key technologies can be used to deliver enhanced Customer retention are listed below.
Customer Relationship Management (CRM)
CRM is a system for managing a company’s interactions with current and future Customers.
The software can help to: –
- Automate and synchronize sales
- Customer service and technical support
Social media such as Twitter, Facebook, LinkedIn, Google+, Pinterest, is used by many Companies to increase their brand awareness. Also, to improve brand loyalty and enriching Customer engagement as well as gaining a deeper market insight.
A highly cost-effective way to communicate with targeted audiences. Also, email marketing can be a great way of sending graphic-rich messages, customised with specific personal data. It also provides measurement and analysis such as: –
- conversion rates to evaluate the success of campaigns
Microsoft Lync is a platform that keeps everyone working together effectively, regardless of where they are or what device they are using. It utilises instant messaging, audio, web and video conferencing and a wealth of other features.
Web application platforms, such as Microsoft SharePoint offers a set of tools to provide the following: –
- intranet portals
- document and file management
- collaboration and social networks
- process and workflow capabilities.
A form of real-time web-based communication between a Customer and a sales or support person, enabling immediate interaction via a typed conversation.
Web Conferencing (Webinars)
Hosted by an organisation and broadcast to a select group of individuals through their computers via the Internet. Interactive presentations accompanied with audio, graphics and video content are enabled.