You're struggling to keep customers loyal. What tools can help you keep them coming back?

CRM is useful when it serves your needs. A pitfall I experienced is that companies implement a crm and make those functionalities decide how they interact with their customers. It should be the other way around. Think what adds value to your leads & customers, then think how that can be done most efficiently. For 99% of small companies in b2b space a simple excel for contact details and agenda reminders for follow ups will do just fine. For largest corporates, salesforce or MSFT dynamics crm are commonly used. Also with larger companies, business needs (sales&marketing&customer service) should drive crm configuration - not other way around.

CRM software is one of the best tools to see the customer journey mappings from leads to final conversion. It helps to constantly track the progress of your customer data at each stage and what strategies can be made for implementation.

Let me provide some success stories regarding CRM software. Starbucks increased customer loyalty by 25% after implementing a personalized rewards program managed through its CRM system. (Forbes, 2018) Adidas saw a 30% increase in customer engagement and a 15% boost in conversion rates after segmenting their audience and sending targeted campaigns through their CRM platform. (Marketo, 2019)

In difficult situations direct interactions with troublesome customer is the best way out. This gives you the best information and concerns of the customer and afford you opportunity to reassure the customer for a better relationship.

Feedback tools enable you to actively listen to your customers, respond to their concerns, and demonstrate that you value their input.64% of customers say that a brand responding to their feedback makes them more likely to buy from them again. (Sproutsocial, 2023). Net Promoter Score (NPS) is a popular metric derived from customer feedback surveys, measuring customer loyalty and advocacy. One of the popular examples of feedback tool success stories is Zapier, which used feedback from its community to identify and prioritize new features, resulting in a 30% increase in active users. (Intercom, 2022)

Having fully understand the customer concerns and preferences, regular feedback on progress of agree service charter is key in measurement of customer satisfaction.

Loyalty programs are a great way to keep customers hooked up. I worked with global leader of Loyalty Software and have a few examples to share. Before that, what's working these days: 1. Emotional Loyalty 2. Experiential Loyalty That's it. 1. Jotun Paints: Incentivise painters (influencers) for buying products 2. Large Retailer: Based on current purchases, print instant offers/coupons at the check-out counter 3. Bira(Beer Brand): Scan crown and bill to get experiential loyalty points -use them to attend music shows Increased use of AI, gamification and JIT offers improves the precision hence its effectiveness. I suggest brands to use the AI powered customer engagement platform bundled with Loyalty to make it super effective.

Loyalty programs tap into the human desire for recognition and reward. Data collected through loyalty programs provides valuable insights into customer behavior and preferences. These are the interesting facts regarding loyalty programs: 84% of consumers say they're more likely to stick with a brand that has a loyalty program. (Marketo, 2023) Loyalty program members spend 20% more on average than non-members. (Loyalty Lion, 2023)Companies that invest in customer loyalty programs see a 65% increase in customer lifetime value. (Bain & Company, 2022)

Email marketing is the preferred communication channel for 66% (Statista 2023) of consumers and yields an average ROI of 4200%.(DMA,2023) Tailor emails to individual preferences and purchase history, focusing on informative content, industry insights, and entertaining stories to build trust and brand identity. Track metrics like open rates and engagement to refine strategies.

Strengthening your connection with clients, it facilitates regular communication, instills value, and fosters trust. Leverage this dynamic strategy to keep your audience informed about products, services, and exclusive offers. Educate them on industry insights or niche-specific knowledge, and sprinkle in some entertainment with engaging stories or humor.

Social media is a quintessential tool for enhancing customer loyalty, fostering personal connections, and showcasing brand personality. Platforms like Facebook, Instagram, and Twitter provide opportunities for engaging content, polls, and customer interaction. Leveraging social media not only boosts brand visibility but also creates a dynamic space where customers feel connected, ultimately building lasting loyalty.

Lets not forget: when you are struggling to keep customers loyal, the first second and third review and understand (i.e. listen to your customers) how and if you provide (enough) value to them. As bringing value to your client is what makes them come back. Tools help you with administration, automation, reach or reminders but it all starts and ends with value creation. If you focus on tools: I suggest starting with analytics to better understand where your customer sees/gets the most value, then a crm - use that first to follow up with existing customers (retention>acquisition).

Let me tell you about some insights regarding CRM: The global CRM software market is expected to reach $69.4 billion by 2028, growing at a CAGR of 7.8%. (Statista, 2023) Small and medium-sized businesses (SMBs) are increasingly adopting CRM software, with 65% of SMBs using it to manage customer relationships. (Constant Contact, 2020)

Tools are vital, but never underestimate the power of the human connection. 1. Personalization Matters: Address customers by name. Reference their purchase and offer tailored suggestions for maximizing value. It's the small details that create lasting impressions. 2. Community Connection: Foster a sense of belonging. Connect customers to a community of users. Share tips, tricks, and success stories—making them feel part of something bigger. 3. Optimization Insights: Guide customers on optimizing product use. Show them how to get the most bang for their buck. It's not just a purchase; it's an investment in value. No matter the tool, inject warmth into interactions and make it dead-easy for customers to reach you!