For many companies it is easy to fall into
complacency when times are good; everything is under control, there are effective
systems in place, great staff and a booming customer base. However, the most
successful organizations are always looking for the next opportunity to make
business even better.
Resting on your laurels could put your
existing customer base at risk, and you’re less likely to attract new business.
Worse still, your current customers may even start to drift away, attracted by
the latest offerings from competitors.
We’ve outlined the top seven tactics you can
take to maximize your existing staff and services to retain customers and
increase revenue:
1. Find out what your customers like and dislike
Obtain timely, actionable feedback on your products and services through
immediate and on-going customer surveys, integrated with your business
management software and processes. Make surveys a regular, automated function.
2. Use your findings to improve customer retention
Customer satisfaction research from surveys can be used as a proactive tool for
managing customer relations. In other words, make sure you make use of your
findings and act upon any feedback you receive. Your customers will feel
listened to and looked after which will help build loyalty and minimise attrition.
3. Track, understand and communicate with your customers
Prospecting, contact management, sales process, quoting and opportunity
management should be managed in one central business tool. Ensure effective,
consistent communication with your base by giving all relevant parties in your organization easy access to all customer touch points.
4. Analyze and upsell
Data is power. You have intimate understanding of your customers’ IT resources
and can proactively manage them by simply analyzing what they have currently, identifying
what needs updating and compiling a
proposal for them. Better yet, become their strategic partner and help them map
out their future needs based on their growth plans.
5. Stay in touch
Rely on your CRM to ensure you never leave an account too long without
paying them a face-to-face visit, or giving them a call just to catch up. Regular communication builds lasting
impressions and can open up new opportunities.
6. Be aware of buying cycles
Target customers when you know they have money to spend, at the end or
at the beginning of their financial year for example. Timely targeting can easily
be managed in a comprehensive business management system.
7. Remind customers of everything you offer
Does your website clearly show all your products and services? Do you have brochures and product sheets to leave behind after meetings? Are your sales teams well versed in everything you can offer?
HOW CAN AUTOTASK HELP?
1. Comprehensive, fully integrated Customer Relationship Management
Autotask’s CRM module includes everything you need to
build and understand your client base; including tools for prospecting, contact
management, sales force automation, quoting and opportunity management - even an
integrated survey engine and benchmarking tools. You have a 360-degree view of everything
for each client including to-dos, notes, sales opportunities, individual
contacts at the company, service tickets, configurations on their installed
assets, account billing information, and attachments such as contracts,
proposals, and more.
Everything is completely integrated. That means
that once your prospects become customers, you continue to work out of the same
system to service, support, manage and grow them. From right inside the same
account screen you have complete and real-time access to all customer
information.
2. Surveys & Benchmarking
Autotask’s built-in Survey and Benchmarking features are a great way to monitor customer satisfaction in real-time, improve service delivery, maximize customer retention and win new business. Since customer ratings are immediately available in the Accounts and Contacts views, you get instant visibility where you need it most.
And, our opt-in, service benchmarking program leverages the huge Autotask user base so you can compare your performance – anonymously – with similar service providers and make adjustments or adopt best practices as needed to improve your business. So you can see how your peers are getting on, to make sure your services are up to scratch.
Once you have the automation tools, the building blocks are in place to retain customers and increase revenue. The motivation is then up to you…
Find out more about the benefits of Autotask
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