The customer churn rate is related to the income and profit of the enterprise. A high customer churn rate means that the enterprise needs to continuously develop new customers to make up for the loss, resulting in greatly increased costs and risks. As an "artifact" of customer management, how can CRM reduce the rate of customer churn?
1. Improve customer satisfaction
CRM can help companies collect and analyze customer feedback, gain a deep understanding of customer needs and preferences, and provide timely high-quality services and support. Whether it is pre-sales, sales or after-sales, it can provide customers with a consistent experience and increase customer satisfaction. satisfaction and loyalty.
2. Do a good job in customer maintenance
CRM can help companies manage the customer life cycle, whether it is from potential customers to transaction customers, to repurchase customers and recommended customers, to achieve all-round management of customers. CRM can also intelligently remind sales staff to communicate and interact with customers on a regular basis to enhance the continuous value of customers.
3. Improve customer retention rate
CRM can help companies identify and predict customers who may lose, and take timely retention measures by setting reminders and tasks to prevent customer loss. It can also help companies analyze and summarize the reasons for customer loss, formulate improvement plans, and avoid customer loss caused by the same reasons.