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Of all the things that B2Bs are focusing on this year, it might surprise you that customer retention is the number one priority around the world.

What does this mean for those of us working in the funnel? For marketers, it’s time to double down on excelling at what we do, perhaps implementing some changes that will align our KPIs with the C-suite’s priorities.

We have to get much better at the key challenges associated with customer retention: listening to our customers; engaging with them across touchpoints; gaining a clearer picture of their entire journeys; supporting them throughout their experiences with our brands, and striving to understand where exactly we’re failing to meet their needs.

This got me thinking about how tools can help us solve some of our most pressing retention problems. I think it’s time to take a serious look at what we can add to our tool stacks to make that happen.

Let’s break it down.

  • BP

    Brenda Pace

    about 2 months ago #

    Hi Tracey,

    Boy, if a business is not interested in customer retention, they have HUGE issues coming their way. How can a business succeed? I happy to say, as a Freelancer, I have a 50% retention base. However, the nature of my business is limited. However, if you look at my client referral base, it's about 75%. I think it depends on the business type or product, no?

    I love the tools that are shared in Ben's article. I can see how each one would be beneficial to a business and helping it succeed.

    Thanks for sharing this!

    B

  • DG

    Dana Gore

    about 2 months ago #

    All of the components here are super important - and play off of one another as well.
    For me, personally, powering up the customer support is a huge thing. Transactions can go smoothly and I can feel listened to - but sometimes, issues still happen - and when they do, I feel MUCH better when I have someone competent to talk to about it.

    Great post :)

  • JH

    Joy Healey

    about 2 months ago #

    I agree with Brenda! Any company not taking customer retention and customer loyalty seriously is going to be in BIG trouble. There's so much competition out there and online it's so easy to switch allegiance even to save just a few cents.

    While I am "loyal to my wallet", I don't mind paying (a little more!) for good customer service - especially if I have already had a good customer service experience from a company. Sort of... "better the devil you know".

    The customer retention tools Ben mentions will certainly give the edge to any company that uses them correctly.

  • MC

    Mitch-J Carson

    about 2 months ago #

    Yes. You are right customer retention is very crucial for business. we should be more careful about that. I appreciate your writing.Thanks

  • LS

    Lisa Sicard

    about 2 months ago #

    Hi Tracey and Ben, I wonder too if the churn rate is different for different types of businesses. I love these tools you brought to our attention especially TypeForm. That is one I will be surely looking at. IPerfeceptions would be my 2nd choice.
    Thanks for sharing these important tools with us as retaining customers is so important today. It seems customer loyalty is a thing of the past!

  • RC

    Reginald Chan

    about 2 months ago #

    Appreciate the share! I find the post very useful and the most useful one for me is probably the zoho one!

    Thanks for sharing!

  • JM

    James McAllister

    about 2 months ago #

    For every person stating an opinion about a company, there's a lot more thinking the exact same thing. This is why to me it's so important to track brand mentions and take support seriously so you can use these criticisms to make real improvements that you might not have thought about before.

    That's one of the reasons I see tools like these to be so valuable. You're not only helping to retain that individual customer. You're able to use the information you collect to make real changes that will improve retention by stopping complaints before they even happen, by taking care of the issues that would cause people to want to leave in the first place.

  • CR

    Cori Ramos

    about 2 months ago #

    Hi Tracey,

    The tools Ben mentioned in this post will definitely give companies the upperhand. By using these tools they can find out more about their customer's behavior.

    I'm going to piggyback off of Brenda and Joy - as hard as it is to hear negative feedback, a company needs to know these things in order to make adjustments. If they don't take the time to analyze the data these tools can provide - they'll be losing their customer to the competition for sure.

    Thanks for sharing this!

    Cori

  • LR

    Lorraine Reguly

    about 2 months ago #

    I have to agree with Bren on this one. As a freelancer, a lot of my customers come from client referrals.
    When my clients are happy, they sing praises about me and my services!

    However, the tools mentioned here are great for bigger businesses who sell a lot of different products. :)

  • RC

    Ravi Chahar

    about 1 month ago #

    Hey Tracey,

    The customer support is the first thing which comes to my mind thinking about customer retention. I have used Zoho Desk and it's effective. People seek for a company which can listen to them and helps in every possible way.
    I am glad to have such tools.
    ~Ravi

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