According to Lincoln Murphy, there are three things you should expect from customers: that they stay longer, that they buy more from your company, and that they recommend you.
Working on customer retention means saving your company time and resources . But you don’t achieve these three things by accident, you have to make sure they happen.
Some of the objectives that a Customer Success forex email list professional must pursue to ensure greater retention and loyalty of their customers include:
reducing churn : avoiding the dreaded customer cancellation;
Improved Lifetime Value : improve the customer's lifetime with your company;
process standardization : ensuring scalability of processes and deliveries;
revenue expansion in the customer base (upsell and cross-sell) : offering more of the same service or product, or offering new services/products;
Increase Customer Advocacy : Get your customers to recommend your company to their partners and colleagues.
When it comes to retention and especially customer loyalty, having Customer Success as the essence of your company is the way to obtain loyal customers .
According to a study by KPMG , 86% of consumers, when loyal to their brand, will recommend it to their circle of friends.
Therefore, invest in a customer success team . This way, what you are doing in Marketing and Sales will be even better. After all, if your customer is successful, you and your company will be successful!
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