How to Establish a Customer Growth and Retention Process

How to Establish a Customer Growth and Retention Process

Are your customers happy with the services and products you’re providing them?

If the answer is “yes,” what could you improve upon to make it even better? (There’s always room to grow!)

If the answer is “no” or uncertain, don’t worry. You have ample opportunities to make things right and set your business up for a fruitful future.

Just follow these steps.

To start your customer retention and growth process, you should first pose these questions to your team and have them think about the answers:

• How do you establish a customer retention program and earn customers for life?
• How do you cultivate customer growth over time?
• How do you ensure that every single interaction with your customers is productive and positive?

Opening the floor for discussion will help you find out what you’re doing well and what you can do better, whether the issue is among certain reps, processes, strategies, technology, etc.

Whether you are a startup or your business is hundreds of years old, your team should come together and define what customer service excellence looks like to your business…

Ask yourselves these questions:

• Do you have a standardized process for each customer interaction?
• Have you established a customer feedback program to improve your interactions and processes?
• Do you provide ongoing training to customer service reps?
• Does your technology complement and support your customer service strategy?
• Have you established goals or key performance indicators (KPIs) for service?
• What is your current customer service level rating?

Your team may not have all of the answers right off the bat, but when they come together, they can deliberate the gaps they need to fill and where they’re already succeeding.

This is really just the start of creating a customer growth and retention process. When you create your customer service dream team, it becomes even dreamier when CRM solutions like Salesforce Service Cloud or Microsoft Dynamics 365 Customer Service enter the picture.

Get our team’s top tips for achieving customer service excellence with CRM to boost your programming in the New Year with the complimentary assets and insights found on this Ledgeview Partners “Common Business Challenges” Resolution Page/Guide.

We are excited to help you earn customers for life!