Every self-respecting salesperson dreams of having loyal customers. See how the use of the CRM system in customer loyalty can help you make this dream come true.
Many companies want to retain their customers just by making them waste time and offering products and services that do not match their needs.
And worse, they want it without any relationship strategy, no customer acquisition and retention plan, they appeal to the strategy of multiple offers and price reduction.
As we’ve already said, when the customer gives up on your company and goes to new challenges and new suppliers, it’s always your fault. It is not lacking that you will be able to guarantee the loyalty of your customers.
Bonus: make your team achieve high sales performance with our CRM platform
Agendor is a CRM and business management platform that works as a control panel and personal assistant for B2B sales teams.
See, in this post, CRM strategies to retain customers
CRM: customer loyalty as a business strategy
Not being able to retain customers?
It’s your fault because in the drive to gain new customers you forget to cultivate relationships with your customers.
As a result, they feel abandoned and begin to find complaints about your services and your company. This is an attitude very practiced by many salespeople who do not even realize how they are moving away from their customers.
However, you must be aware of this so that, all of a sudden, your company does not start losing customers and not understanding what it did wrong to make this happen.
Customer satisfaction and loyalty was not a hot topic 15 or 20 years ago, in the early 1990s.
It soon became clear that just satisfying customers was not enough to ensure success. Something more was needed, so we started talking about loyalty and relationship management.
So companies began to understand that the sales process did not end when the customer bought.
CRM as a business strategy for customer loyalty
For example: when a customer buys a car, payment is not the end of the purchase process, but the beginning of another process: post-sale, relationship and land preparation for the next purchase.
This goes for everything that is sold: computer, TV, services, subscriptions, etc. And it applies perfectly to the business you sell.
Therefore, the best way not to lose the customer to competition or incompetence is to involve him in a relationship loop, in which he always has contact with someone from your company, always receives proactive service and always sees value in the relationship with the your company.
To create this relationship loop, the best weapon is a CRM strategy to build customer loyalty, as it can store purchase information, customer history, service, proposals, negotiations and other details about the sales process.
Here is how to do this.
After all, is it possible to become a loyal customer?
How to use CRM as a business strategy
#1. Register every customer, lead and prospect in CRM
CRM is not a customer record. Many salespeople wait for the prospect to become a customer before enrolling them in CRM or to start keeping a record of activities.
This is a big mistake. During the sales process, before the customer buys, a lot of important information is revealed, such as price, payment term and so on.
It is just before the sale that the customer reveals everything about him: his doubts, fears, anxiety, competitors and details that can definitely influence the commercial process.
If the seller doesn’t create a repository with this information when it is revealed, believing that it will have time to chase the damage later, it makes a big mistake.
Therefore, from the customer’s first contact, register them in the CRM with the main forms of contact and put there all the information that may be useful during the sale. This will facilitate your work of investigation and knowledge of your prospect, so always use the CRM for customer loyalty at all times.
The Agent helps you register all your leads and customers, here’s how:
#two. Never leave a customer aside
If for any reason the sales process has cooled down, contact the customer. Whether during prospecting, presentation, negotiation or closing.
Never leave your customer. If by any chance he didn’t answer the email, get in touch. If for some reason he hasn’t set the contract signing date, call him.
People like to be remembered and like to feel important to the company. Unfortunately we are used to being treated like statistics and numbers.
So when someone treats us like human beings, we are surprised. And CRM in customer loyalty works very well for this purpose.
Therefore, whenever you send material, wait for customer approval or are in any customer interaction activity, schedule a contact for a few days, in case he does not respond.
It makes you feel important.
Do you want to accompany your customers without ever forgetting any appointments? Use Scheduler’s task listing functionality:
#3. Schedule selfless business meetings
After you’ve sold it to the customer, what do you do? Go to the other and forget about him? Many sellers do this and leave the door open for competition.
There is a saying that if you do not provide assistance, you open competition. This couldn’t be truer in a business relationship. Then, after you’ve sold, set up meetings and feedback meetings with your customers.
In addition to having a channel to let them know what they are thinking about the job, you have the chance to look for new business opportunities. That’s because people don’t remember you if you’re far away.
But if you are always present, your customers will value you and the way they relate to you, keeping you up to date with new opportunities. And if all this is in the CRM, customer loyalty will be much easier. See more: Customer Loyalty: Kotler teaches you everything!
Do you want to keep your follow-up with customers up to date? The Scheduler activities calendar will help you, see how to use:
#4. Control the sales pipeline
The worst thing for the salesperson is not knowing for sure which sales stage their customer is at.
Questions such as: can I send the proposal? Should I ask when the customer wants to buy? Will… will always happen if the seller doesn’t have a guide of what needs to be done within each step before moving forward.
Therefore, using CRM is the best way to know the sales process script and better understand what we need to do to move our customer to the next stage of sales.
When we are sure that we are acting correctly in the commercial process, we have much more confidence to continue advancing until the sale is closed.
With CRM Agendor, you can follow your sales funnel in an agile and intuitive way:
Want to try CRM as a business strategy? So, get a 14-day free trial of the Scheduler. You will have access to these and many other features, as well as other 4 thousand successful companies that already use the Agent.
Use CRM to Build Customer Loyalty Religiously
A good CRM strategy to build customer loyalty is the best indicator of a business process. In addition to reminding the salesperson of dates, deadlines, appointments, customer information, sales opportunities, and the entire business history, it changes your company’s mindset from cold sales oriented to relationship oriented.
When the relationship becomes the center of your company, customers begin to see your differentiators and understand why they should continue doing business with you.
Taking advantage of customer segmentation and business process opportunities with CRM is the best way to refocus the salesperson on the relationship with their customer base.
This will change your concept from quantity to quality and thus help with all business performance.