maintaining and improving crm with derek hendrikz
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Maintaining and
Improving
Customer
Relationships
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Reach
Acquire
ConvertRetain
LoyaltyCustomer
LifeCycle
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Reach: Getting their attention
Acquisition: Show them what you have to offer
Conversion: Turn them into paying customers
Retention &
Loyalty: Keeping customers loyal
In Layman's Terms, the Customer Life Cycle means…
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Acquisition vs. Retention:
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You’d be surprised
at the detailed response
you’ll receive,
sometimes saving you the trouble
of spending extra
on expensive market research.
Just Ask Them!
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Loyalty programs ensures customer retention.
Starbucks ties customer service in with a loyalty
program that keeps its customers coming back for
more.
A variation of a loyalty programs can be used such as
offering specialty discounts for customers in your
database sent via email.
Up Your Service With a Loyalty Program
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Not every business owner believes that “the
customer is always right,”
or that the “the customer is king”
and they’re quite right to believe so…
Service With A Smile
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But, in situations where customers are
distraught and tend to seek attention through
emotional outbursts, it pays to keep calm and
take control of the situation by appeasing the
customer with a smile and doing everything
possible to pander to the customer’s
frustrations.
Service With A Smile
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o Customers love buying, but hate to be sold to
o Be a solution provider
o Care about their needs
o Lend a listening ear
o Let them know that you’re not after their wallets
o Collaborating with them to help get what they
want in a way that will benefit them
Be A Solution Provider
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Providing value to means giving first and
receiving then
Giving first could be as easy as offering a free
email newsletter filled with juicy tips that other
companies would have charged a premium for
It’s a great way of differentiating yourself from
your competitors and at the same time,
providing great value for free to your customers
Be A Value Provider
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KPI for Customer Retention:
Priority on customer retention
Measured customer retention
Responsibility for customer service
Incentives for customer retention data
Communicate customer retention rates to all
appropriate people
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Lack of "outside the box" thinking
Fear of change
Turf battles
Conflict with team member day jobs
Lack of management / executive
commitment
Problems with failure in good customer service
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Derek Hendrikz
www.derekhendrikz.com
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