Ways to Use Salesforce for Customer Retention

Customers are the major stream of revenue generation for any business. Companies have to choose between two costs to enjoy sustained sales.

• Customer Acquisition Cost- This is the cost required to gain a new customer. Calculate it by adding up the cost of resources spent to acquire customers divided by the total customers gained.
• Customer Retention Cost- It is the cost that is needed to retain an existing customer. As they have already purchased with you, this cost ends up being lesser than the cost to acquire a new one.

A study from Forbes stated that the cost to gain a new customer can be 5 times more than the cost to keep them. This hints where a business should invest to boost its revenue. Contrary to what people think, Salesforce is not solely used to close leads. A good Salesforce Development Company can use its features to retain customers and convert them into ones that reorder.

All Information in One Place

One of the core features of Salesforce is that it dissolves the walls between teams for easy working. It does so by making every bit of data related to a customer available to all. This 360° view of the customer lets sales and marketing teams share the data, using it to its full potential.

Teams can now stop worrying about getting the data or its accuracy and focus more on what the customer needs. This is the first and most important step in understanding each of them to aid them better.

The Right Pitch at the Right Time

Salesforce powers the user with accurate data to make a difference. By understanding the amount of interaction with a product, agents can pinpoint the exact time to pitch them. A customer browsing your store for a few minutes is not the right target to mail a discount offer on pre-payment.

With its additional features, automating these tasks have become easy. You can program it to send a reminder notification if the customer added items to their cart but left without checking out. Targeted pushes like this inform the customer that you need them as much as they need you. The best part? Using the information available, you can decide the best way to contact the customer. Be it SMS, email or a simple notification on their smartphone.

Personalized Shopping

No prospect wants to be treated as they are part of the herd. Each of them will appreciate a personalized shopping journey. By making them feel valued, you increase their chances of staying with you.

Salesforce users take huge strides in maintaining this customer relationship. Marketing Cloud has features like mailing services that send personalized emails to customers. Details like their name in the greeting and their favourite products on discounts drive them to open your mail each time. Your agent can access the latter part of the data from their activity history.

Tapping Inactive Leads

Not everyone interacts with your website at all times. Salesforce shows information that lets you turn your focus on inactive leads. These customers have a purchase history and are more cost-efficient to turn into hot leads than acquiring a new one.

Now that you know who to target, send offers on specific products based on their activity history. Study the interaction success rate and transfer the good leads into a different mailing list. The Einstein AI is a tool that predicts the right instance to connect with them and take the next step.

Great Communication

Integration with social media, email and SMS makes Salesforce a powerful software to-

• Answer all queries related to products/services
• Look after returns and replacements
• Respond to requests and questions popping up on the social media accounts
• Cater to any problems the customer faced with your product/service, and much more…

Nextiva states that a whopping 91% of unhappy customers would leave without even complaining! This brings to light how crucial it is to respond to the customers in a timely and error-free manner.

Salesforce Service Cloud gives your agent every piece of data they need in one place. They can respond by looking at the purchase history of the customer.

Conclusion

Salesforce offers numerous channels to help you retain your customer. For support, you can contact a Salesforce Development company like us.

At Tech9logy Creators, we provide Salesforce Consulting, Development, Customization and more. Contact us today to take your business to the next level.