Customer loyalty is considered to be a concept of a time gone by according to some. There are compelling reasons to support this theory. Nowadays customers are overwhelmed with choice. With people’s finances being at the forefront of their mind, you can see why someone will be chasing the latest bargains to be had, and let’s be honest, the more you shop around the cheaper you will no doubt find something.
But to claim that customer loyalty as all but disappeared is simply a knee jerk reaction and to operate with only this in mind is just a short-sighted instant solution to very different long term issues. Too many cheap products available today are just that – cheap products. The cheap pair of boots will wear out so quickly, you will have bought three pairs in the time you would have worn out a pair that cost twice as much. Chances are that with the more expensive pair you would also receive a good standard of customer support – providing cheap or even free replacement and repair. Consumerism is a two-way street, just as the customer does something for the business, the business needs to work behind the scenes to keep the consumer happy. Encouraging customer service will benefit client retention and loyalty. This in return will encourage the development and innovation of better product until ultimately the loyal customer has the best possible product that is worth all of the price tag.
I think that whilst there will always be a place for the budget low end market, demand for quality will also always be present, and the innovators will eventually be rewarded with customer satisfaction and retention.
This is where CRM software comes into play. It gives the innovator the mechanics to keep customer satisfaction levels high using the ways in which you can collect and use customer data.
OpenCRM provides you with optimal tools to aid you with customer retention. It helps you track sales, enabling you to build up customer profiles. It offers you the modules to launch targeted marketing, capturing the potential you have in your growing client base. Our communication tools enable you to record consumer interaction. The fact that our communication modules are highly customizable let you add a personal touch, which is sure to affect your customer retention in a positive manner. In short we have the structure set up for you to go ahead and use – it’s up to you to take it and innovate!