You sell products or services online or through multiple channels. You have done your pay-per-click, banners, SEO and social media and are well engaged with your target market. You are acquiring new customers at a good rate.
But getting new customers through the door takes you only half-way to success. You also need to keep them. And to do that, you need to stay in touch and have a dialogue with the customers. But when, and how?
RetentionLogix helps you create comprehensive customer profiles from multiple sources and use these data to segment the customer base and manage a two-way dialogue with customers based on their habits, preferences and responses. All of which will help you:
In many cases, there are tell-tale signs that a regular customer is not happy and might be leaving, but when you have a large customer base these signs often go unnoticed.RetentionLogix helps you find the customers who are at risk of leaving and win them back before it is too late. Let us show you a quick example (a new window will open).
Often former customers' data tell you an important story. They could point at a neglected, poorly catered for market segment. Analyse a multi-dimensional picture of your former customers' data to find the problem and win these customers back.
Identify opportunities for cross-selling based on what customers bought or did not buy.
Create your own version of Amazon's successful "people who bought X, also bought Y" promotion. Find the pairs of products that go well together - and make a targeted list of people for this promotion.
Know who have actually seen your promotion and repeat it to people who did not open it. Track response of each segment, both in terms of open and click-through rates and the sales achieved. Test variations to determine what works for whom.
There is no one size-fits-all frequency for communications: bombard casual customers with offers daily and your emails end up in the junk folder. Write occasionally to frequent buyers and you lose out on opporunities.
With RetentionLogix, you can establish different strategies relevant to each customer segment: keep your current customers and win back the former ones, give you frequent customers a VIP treatment and invite the casual customers to buy more.
Use email, phone, mail to deliver your messages. Leave a note for customer service to make an offer when the customer when they call in. Or instruct your web store to display promotions to a logged-in customer.
It is not just about big spenders - you want to find all customer types whom you can service well. With RetentionLogix, you can link customer source, down to specific keywords, to specific customers and see what types of customers these sources and keywords deliver, calculate ROI and re-balance your customer acquisition marketing.
When a customer calls in, have full customer profile at your fingertips, including sales summary and detailed history, interaction history. Instantly see customer type - VIP, regular, casual, their buying habits, any selling opportunities you could pursue with them and more. Print, email or fax any invoices and forms to the customer from within the program.
Easily list all outstanding orders for the day, ship them and flag accordingly.Transfer the data to your financial system. List any outstanding problems and complaints, fix the problem and inform the customer.
Calculate management statistics on customer retention, sales, problems and all other issues concerning customer relationships.