Thus, a CRM strategy is based on using the technology that this type of tool provides to analyze customer relationships.
When a company adopts the CRM strategy it is because its objective is the client focus . Understanding that the success of a company lies in achieving a good relationship with its customers is what leads companies to implement a CRM strategy.
We have already seen in other Blog articles that a CRM is a tool that can bring us great benefits:
Helps us track customers.
We can access the customer database where we need it.
Helps predict better sales periods or actions that work better.
Reduces administrative tasks.
Helps improve decision making.
Increases customer satisfaction.
Improves tracking of incidents, tasks, etc.
CRM strategy for customer loyalty
But, above all, a CRM can help us keep our customers loyal. Who doesn’t like them to worry about themselves?
Un CRM software , is essentially a tool containing useful information, arguments and tools to make our CRM strategy a success.
We must configure our tool to help us get the information we will need to develop our CRM strategy.
It is essential to know the life cycle of our product. Also how often our customers buy or repeat purchases, what worries them about the product, if it requires maintenance,… It will be essential, for example, to set up a warning to inform a customer when an overhaul or maintenance of a product purchased with us is approaching.
A customer who buys a product also wants a rewarding experience. Today it is not enough to offer your customer an offer or promotion. Not even a good product at a good price is enough. A customer needs to experience positive sensations to remember your brand and repeat the purchase and thus become a loyal user.
Think about the product you market and what you should do to make your customers feel special. Make them feel that you care about them. A birthday greeting, a Christmas card, a reminder of a renewal of their contract, …
It all depends on the type of customer and, above all, on the type of product you market. Since the same follow-up actions are carried out on a private customer who bought a vehicle as on a self-employed person who buys consumables for his restaurant or bar.
In addition you must take into account the available budget and the ROI (Return on Investment) that these actions can provide you with.