Customer Success: 6 tips on how to retain customers!
Are your customers leaving? Is your portfolio's default rate growing?
These situations have affected a very large share of the market.
And many entrepreneurs are look Chinese Overseas Asia Number Data ing for solutions to minimize these problems that keep any businessman up at night.
Based on this scenario, we have some tips for retaining customers.
In order for us to resolve these issues, it is very important that we know the reasons why our customers are leaving, or failing to pay us.
Typically this occurs because either they are being impacted by the crisis, or they do not see the value in our product or service.
Have you been receiving feedback from your customers with these points?
If so, you need to know the newest trend on the market: customer success!
Typically, the customer success area is easily confused with SAC, or after-sales.
But it is important to be clear that this area’s main objective is to retain customers.
The implementation of this area will certainly make a difference in the financial health of your company.
The term customer success emerged in Silicon Valley and means “Customer Success”.
This area's main objective is to retain customers, due to the fact that the cost of acquiring new customers is very high (up to 7x higher).
Based on this concept, some companies in Brazil have been implementing this area and obtaining excellent results with the 6 tips for retaining customers.
Before we talk about the tips, it is important to understand that the Customer Success area is not a separate department.
It is, in fact, about changing the behavior of all areas of the company, from sales to delivery of the product to the end customer.
In other words, it is important that everyone is engaged in delivering excellence to the customer.
After all, “it is easier to prevent a fire than to put it out”. Therefore, continue reading this article to learn more about:
1. Understand your customer's success
2. Team qualification
3. Be empathetic
4. Customer purchase and delivery flow
5. Don't leave the customer without a solution
6. How to retain customers after sales
Retaining customers is the key to success!
1. Understand your customer's success
It is very important for you to understand what success means for your client. Because his success may be different from yours.
That's why it's not enough to just push a product. It is necessary to understand what your customer's aspirations are and understand how your company can help them.
It is important that you understand that your product or service is not always “everything the customer needs”.
Your offer must help the consumer achieve their goals. This way the customer will associate your company with the growth of their company.
You will give the impression of a partner company, you will gain customer loyalty and you will be able to profit even more (as a loyal customer is more profitable, has a higher barrier to entry for competition and sees tangible and intangible value in your brand).
Understanding what customer success is is one of the valuable tips for retaining customers.
This demonstrates concern for its consumers, showing that there are greater interests than just money.
2. Team qualification
It is extremely important that your company invests in employee qualifications.
A qualified and well-trained team can provide you with many advantages, such as increased productivity and a more qualified workforce.
But investment in qualification goes far beyond this.
Your employees are representatives of your company and directly influence the target audience’s perception.
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An unprepared team can result in huge losses for your company. Imagine an untrained employee serving an important customer.
It is unlikely that a good conversion will occur.
Highly trained employees can better serve their customers, overcome objections, avoid possible crises, in addition to being much more productive.
All of this is possible with investment in the qualifications of your team. After all, “good teams create better businesses.”
3. Be empathetic
Being empathetic with consumers means understanding their needs and consists of putting the customer first.
Basic concept and, oddly enough, little followed among many companies that only care about a single factor: revenue.
However, a lack of empathy is one of the causes of customer non-loyalty. And it’s not just about the “education” of your team, but the attitude of your company.
It is necessary to understand, to serve, understand the customer's real needs and never let them down.
An example of this was when airline workers went on strike and companies contacted customers and leads (potential customers) saying that they would not let the consumer be harmed.
In this way, people, even in the middle of a crisis, are unhappy with the strikers, but end up supporting the company (brand) because they care.
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