New customer acquisition may give your business legs, but customer retention is truly the backbone of your brand’s sustained success.
84% of customers say the experience a company provides is as important as its products and services. Customer loyalty is driven by excellent experiences. So, if you want to drive repeat business, you must deliver great customer service. Once you succeed at this, you’ll see the results in your data — and your bottom line.
To understand and cultivate customer relationships, consider tracking KPIs such as overall lifetime value, returning visitors, purchasing behaviour, social shares, subscription renewals, and upgrades. Beyond click tracking, conversion tracking, and social media tracking tools, we recommend using a comprehensive customer relationship management (CRM) solution.
CRM platforms will provide all of the tracking mentioned above, with the added benefit of sophisticated audience segmentation, customer targeting, and AI-driven analytics that aid in marketing decisions.
Salesforce Customer 360 is the world’s #1 CRM solution. As an integrated platform, Customer 360 gives all your teams - including marketing, sales, commerce, and service - a single, shared view of every customer, helping you to deliver the personalised experiences today’s customers expect.
Armed with these insights, you will know how to reach the right people with the right deals at the right time, using the most appropriate channel.