Customer retention software is a program that you can use to convince your clients to repeat purchases. You can detect at which stage of the buying process each of your clients currently is. You will be able to optimize your communications with them by sending them an offer, a reward or a personalized message at the most opportune time. All these operations can be planned and carried out through the customer retention software.
Customer retention software will collect feedback that you get from your clients. It will compile and present metrics about consumers' interactions with your company. You will be able to single out the characteristics of those customers who are more likely to order your products once again. Thanks to customer retention software, you can establish a better rapport with your clients based on their previous experiences throughout their journey with your business. Also, you will receive alerts about consumers with less than satisfying experiences and take measures to retain them.
If consumers come back to you, this means you deliver unique value and successfully withstand market competition. After you install customer retention software and integrate it into your daily workflow, you will appreciate its following benefits.
Lower churn. This term denotes the situation when clients leave your platform to never come back. This might happen for a variety of reasons, such as bugs, substandard support or limited choice of payment options. Customer retention software will help you to pinpoint the problem and fix it.
Reduced customer acquisition costs. The more happy clients you have, the more actively they spread the word about you. Also, you can launch a referral program and reward your loyal consumer for inviting new users to your platform. With the help of customer retention software, you will be able to manage your referral program and assess its performance.
Greater client satisfaction. The key to success in this aspect is the frequency of your customer interactions. You should reach out to your clients proactively and not reactively, motivating them to continue their subscriptions. When you get consumer feedback, you should reply to it and try to improve your business to better meet your clients' demands.
More accurate forecasts. Relying on customer retention software, you can estimate your future growth and revenue.
To emphasize your competitive benefits and consistently increase your revenue, you should regularly interact with your clients and analyze their engagement. Customer retention software will enable you to better understand your consumers and cater to their demands more efficiently.
After your customer retention software lets you know that you need to make improvements, you can optimize the following aspects of your business.
Pricing. Weigh up the pros and cons of different models, such as per-user, value-based or market-based pricing. An optimal model will help you not only retain clients but also expand your business.
Onboarding. The quicker, the easier and the personalized the onboarding process, the higher the retention rate.
Customer experience. Your platform should have a user-friendly layout and intuitive navigation. Clients' interaction with all your products, channels and touchpoints should be seamless.
Service. Your team should be empathic and competent. They should help your clients meet their needs, find answers for all their questions and get positive emotions after interacting with your brand.
Thanks to customer retention software, you will detect the reasons why clients fail to come back to you and will be able to purposefully target them.
Bitrix24 can serve as an excellent example of customer retention software. This powerful and versatile product can carry out various functions — enhancing your customers' loyalty is just one of them. You can install Bitrix24 as an on-premise solution or access it through a cloud. If you opt for the latter, you will not need to install the product in your office: just log in and begin working immediately. Self-hosted editions of this solution come with API, CMS and source code. You will be able to integrate them with other programs that you rely on in your daily workflow. Users can reach Bitrix24 from their web browsers, a desktop app or a mobile app (which is available in two versions, iOS and Android).
This customer retention software features an easily customizable database where you can add an unlimited number of records. You can create a detailed profile for each client that would contain the demographics of this person, their contact information and the history of your interactions. Your staff will be able to reach out to this customer right from the Bitrix24 dashboard. Once they do it or once the client contacts you on their own initiative, the record of this conversation will be added to your database automatically.
Bitrix24 features multiple in-built analytical instruments. They will enable you to detect those customers who you might want to retain. Also, the system will recommend you an optimal time to get in touch with them. All the contents of this solution are easily customizable. To access Bitrix24, users need to complete the two-step authorization. You can set access rights for each of your staff members to let them reach only a certain part of the system.
Specialists who are responsible for client retention can interact among themselves within Bitrix24, using multiple in-built tools. The system features intranet, text chats and video conferencing opportunities. Your team members will be able to create tasks and projects, distribute duties among themselves and monitor each other's progress. Thanks to online scheduling and an absence calendar, they can allocate resources rationally and achieve more impressive results.
This customer retention software offers flexible tariff plans. To test its functionality, you might want to start with a free plan. At no cost, you will be able to work with the database, store documents online, compile customer sales reports and use marketing tools. Over 9 million organizations from all over the world have chosen Bitrix24. The sooner you try this product, the quicker you will be able to assess its benefits.
* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.
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For more information about Bitrix24, head over to our training courses. We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools. To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.