Customer retention and loyalty are closely related marketing practices.

Customer loyalty, also called relationship marketing , is one of the best methods to retain customers, alongside the so-called exit barrier practices (less effective in the long term) and which consist of developing high barriers to change for customers, who may have difficulty finding new suppliers, migrating systems, reinstalling machines, training teams, losing discounts, and other similar factors.

Bonus: make your team achieve high sales performance with our CRM platform

Agendor is a CRM and business management platform that works as a control panel and personal assistant for B2B sales teams. 

Bottom of Form

No time to read the content? Would you like to be able to accompany him as he drives, walks or performs other activities? So don't waste your time and listen to this article in its entirety. Just click play! We appreciate your feedback in the comments ?

Tajarat strives to be Pakistan's biggest real estate developer ever, guaranteeing the highest international standards, prompt execution, and lifetime customer loyalty. For further detail visit skymarketing

An example of a barrier used to retain customers, but not to retain them, on the contrary, is a fine for those who give up on a “loyalty plan” before completing a certain period of use.

In the past, when it was not possible to migrate the cell phone number when changing operator, this constituted an important exit barrier, which did not retain customers, but only retained them by avoiding the inconvenience of changing the number that was already known to everyone.

In this post, we'll present some ways to practice customer retention and loyalty in the most effective way that is, getting to know your high-value customers better and doing everything to serve them in the best way exceeding their expectations.

To learn more about Relationship Marketing, download our kit with e-book and several other materials: Kit for Success with CRM, a complete kit for your company to successfully implement a CRM system.

Also check out the loyalty step by step, our new eBook totally focused on the strategic actions that most retain customers.

Customer retention and loyalty: the 5 investment levels

In fact, these 5 levels are called “investment” because they portray how much the company is concerned with directing efforts in the quest to better understand its customers. And a fact that cannot be denied is that part of this investment, in addition to awareness of employees and the crystallization of an organizational culture focused on customer service, is found in technology:

“The best relationship marketing currently in place is driven by technology,” teaches us Philip Kotler

And this is due to the fact that to really know your customer's desires and needs and how to meet them in order to achieve loyalty and retention, the help of CRM software is essential.

With this type of software, the sales force can be better managed and responses to consumer demands are much more agile and assertive.

Now let's see the 5 levels of customer care and how to get as close as possible to the fifth level, achieving the much desired retention and loyalty of customers.

Build customer loyalty means treating them in a special way

The 5 levels of customer relationship:

1. Basic Level: Relationship is minimal. The salesperson simply sells the product, becoming more of an order taker than a salesperson. Usually focuses attention on product features and not on customer needs.
2. Reactive Marketing Level: The salesperson starts trying to get closer to the customers. After making the sale, for example, it communicates to the customer the existence of relationship channels and encourages them to get in touch if they have debts, suggestions or complaints. Ineffective.
3. Responsible Marketing Level: Now the seller is already starting some efforts in search of a more effective relationship, but still insufficient for customer retention and loyalty. Use the company's channels to contact you after the sale for feedback, opinions and suggestions. The ideal is to keep this information and use it to increasingly improve the company's performance to meet customer expectations.
4. Proactive Marketing Level: At this level, the salesperson starts to relate to the customer more consistently, sending emails and making calls to find out if the use of the product or service is being satisfactory and how it can be improved.
5. Partnership Marketing Level: The Company and the client start to work together in search of the best solutions and for the development of products and services that really surprise and exceed any expectations.

Nowadays, we can say that the level has risen even more. Companies remain connected to customers through technologies such as marketing automation, which automatically sends relevant content to their customers, as their CRM systems detect certain profiles and behavior patterns on social media, on the company's blog and on the opening emails.

Who knows what the customer wants, offers exactly what he likes the most!

With the use of appropriate software, information is available in real time, updated, reliable and accessible remotely, making internal and external vendors, managers and supervisors, support teams, logistics, budgeters and even product developers have all the information they need to offer consumers the products or services they want, at the right price and at the right time, making customer loyalty and retention increasingly assertive and effective.

Finally, it is worth remembering that controlling goals and results, controlling and monitoring the performance of the sales team and even strategic and sales planning are benefited, which can only bring even more positive effects for the company that seeks to customer loyalty and retention.

Source: PropertyNews