{"id":217,"date":"2020-09-16T11:28:00","date_gmt":"2020-09-16T11:28:00","guid":{"rendered":"https:\/\/blog.kylas.io\/?p=217"},"modified":"2023-09-25T12:14:48","modified_gmt":"2023-09-25T06:44:48","slug":"customer-retention-sales-crm-software","status":"publish","type":"post","link":"https:\/\/kylas.io\/en\/blog\/customer-retention-growing-businesses","title":{"rendered":"Why do Growing Businesses Need to Focus More on Customer Retention?"},"content":{"rendered":"\n<p>Businesses today are not catering to customers, but rather to Reimagined Customers. This term coined by Accenture fully captures the essence of new-age customers. They have evolved expectations and are unwilling to compromise for brands that do not align with their values. Good pricing and top-notch products will get businesses only so far. Ease &amp; convenience, personalization, and the trust factor have assumed a higher importance in purchasing decisions.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>If yours is a growing business in this evolved landscape, you have your work cut out for you. Your potential buyers are a tough crowd and wooing them has become more challenging than ever. You will end up spending considerable resources to convert them to paying customers and gaining revenue. This is a classic example of two steps forward, one step back.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>However, what if there was a workaround that lessened the dependence of winning over and acquiring these reimagined customers? Such a workaround indeed exists, in the form of customer retention. It is the capacity of a business to keep its existing customers engaged with the product or brand for the long term and prevent them from switching over to competitors. Focusing on customer retention is the need of the hour for growing businesses and <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/small-businesses-need-sales-crm-software\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM is the best tool<\/mark><\/a><\/span> to help in their endeavors. It will help them thrive in these challenging times and maintain a steady stream of sales.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-2f85eb9a-f00e-4d68-8485-8b1dc3432f40\">\n\n\n<p>Kylas is an enterprise-grade sales CRM that helps in customer retention by enhancing the experience you offer. It takes care of all aspects, right from maintaining consistent communication to quick resolution of their queries. To know more about how you can delight your customers using Kylas, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/?ref=demo\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">get in touch with our experts<\/mark><\/a><\/span><a href=\"https:\/\/kylas.io\/?ref=demo\" target=\"_blank\" rel=\"noreferrer noopener\">.<\/a>&nbsp;&nbsp;<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ht-block-toc  is-style-outline htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-why-should-customer-retention-be-a-priority-for-growing-businesses\">Why Should Customer Retention Be a Priority for Growing Businesses&nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-decoding-the-customer-psyche\">Decoding the Customer Psyche&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-the-role-of-crm-in-customer-retention\">The Role of CRM in Customer Retention&nbsp;&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-the-case-with-kylas\">The Case with Kylas &nbsp;<\/a><\/li><li class=\"\"><a href=\"#htoc-customer-retention-in-different-business-types\">Customer Retention in Different Business Types&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-in-a-nutshell\">In A Nutshell&nbsp;<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-why-should-customer-retention-be-a-priority-for-growing-businesses\">Why Should Customer Retention Be a Priority for Growing Businesses&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Every growing business works towards the singular aim of making sales. Hence, anything that contributes towards sales should be focused upon. Customer retention is perhaps one of the most important factors in increasing sales, thereby making it a top priority. Organizations have attributed <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.thinkimpact.com\/customer-retention-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">65% to 75%<\/mark><\/a><\/span> of their revenue to retained customers. But why is it so? Why is it easier to secure closures from your existing customers rather than from new ones?&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The answer lies in the changed mindset, demands, and expectations of customers. Let us imagine a customer from a few decades prior. The markets were not as dense as they are now, and there were only a handful of available options. Customer awareness was low, and there were no actual means to verify how good or legitimate a new product was. Hence, there was lesser scrutiny involved while trying to get a customer to convert. For this reason, most businesses traditionally have focused more on acquisition.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>However, today\u2019s customers have abundant information and resources available, an overload of options, and high levels of awareness about their rights. Any business that fails to match their standards is discarded as a choice, making acquisition difficult. Furthermore, acquiring a new customer is <a href=\"https:\/\/www.soocial.com\/customer-acquisition-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">7X more expensive<\/mark><\/span><\/a> than selling to a retained one. Hence, customer retention emerges as the easier and more effective strategy.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-decoding-the-customer-psyche\">Decoding the Customer Psyche&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The process of achieving customer retention is based on give-and-take. You must give your customers an enhanced experience and top-notch services. In return, you take back their loyalty and can convert them to <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-techniques\/repeat-customers\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">repeat customers<\/mark><\/a><\/span> for your business.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The definition of an \u2018enhanced customer experience\u2019 in current times has changed drastically. Customers too have changed, which calls for different approaches while interacting with them.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/Types-of-Customers-1024x576.jpg\" alt=\"Types Of Customers\" class=\"wp-image-17827\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Types-of-Customers-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Types-of-Customers-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Types-of-Customers-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Types-of-Customers-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Types-of-Customers.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-the-cost-conscious-customer\" style=\"font-size:22px;line-height:1.6\">1. The Cost-Conscious Customer<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">Meeting business challenges for Growing B2B Businesses is much more difficult today than before the pandemic surfaced. And a key parameter some may be forced to address is pricing. As business opportunities dry up in the global markets, there is additional scrutiny when investing in new propositions. Here, your customers may reevaluate their partnership with you in terms of pricing. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">One reason for them to do so would be to reduce expenditure. Another reason would be because your competitors are doing so. And lastly, since different pricing and discounts for different customers are commonplace. Only a few of them may want to renegotiate on this basis as well. You should accommodate their expectations, within limits, which may help the relationship be carried along with much-needed optimism. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">Your cost-conscious client may consider this thread key to keeping the relationship going in the long run. It is a big plus point for your growing business to keep your revenue engine running.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-the-digitally-enabled-customer\" style=\"font-size:22px;line-height:1.6\">2. The Digitally Enabled Customer<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">If your pricing is affordable and you do not have much elbow room to lower your prices, you will have to convince your clients by directing their focus to your unique value propositions. You might have observed how sales communication has gained a new level of importance. It is because existing customers are re-evaluating their investments in more ways than before. Here are some <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/communication-tips-for-making-best-first-impression\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">communication tips<\/mark><\/a><\/span> to get you going. Still, what we see today in B2B markets is not enough to create relationships built on value proposition and trust. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">The digitally-enabled customer has access to <em>and <\/em>extra time on their hands to do their own research. They are unwilling to accept anything less than the best personal experience from you. This means providing optimal value with features, support, and expertise that is quick, transparent, and value-driven, customized to every user\u2019s specific requirements. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">In addition, the same value must be disseminated across channels to help them answer why they should continue doing business with you.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-the-extra-vigilant-customer\" style=\"font-size:22px;line-height:1.6\">3. The (Extra) Vigilant Customer<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">Your clients today are more vigilant because of the pandemic. They have the time to sort through your past relationship and notice if you are addressing their pain points and frustrations appropriately. As they keep learning, their expectations from you will increase. What they need to make up their mind is to know if they can rely on you to ensure that their investments keep generating ROI. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px;line-height:1.6\">In essence, your sales team must ensure that your vigilant and enlightened customers become co-investors in your business. So, help them realize the impact that your product and services provide.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-the-role-of-crm-in-customer-retention\">The Role of CRM in Customer Retention&nbsp;&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The types of customers described above all have their own unique traits. While you need to slightly tweak your strategy for every category, building and maintaining good relations lies at the heart of it. You can put the focus back on relationships by leveraging your <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/crm-basics\/what-is-crm\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Customer Relationship Management<\/mark><\/a><\/span> software! CRM is the most reliable tool to optimize the end-to-end journey of a customer with your brand. This journey goes through multiple dynamic phases and touchpoints. However, CRM is adept at managing every aspect of the <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/managing-customer-lifecycle-in-crm\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">customer lifecycle<\/mark><\/a><\/span><a href=\"https:\/\/kylas.io\/blog\/managing-customer-lifecycle-in-crm\" target=\"_blank\" rel=\"noreferrer noopener\">.<\/a>&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>We are all aware this tool helps in streamlining processes, forecasting, increasing team productivity, etc. These various <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-examples-and-use-case\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">use cases of CRM<\/mark><\/a><\/span> arise from two core aspects of the software- Data Management &amp; Automation. Customer retention with CRM is enabled by these aspects, and we will now see how this works.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention-1024x576.jpg\" alt=\"Role of CRM in Customer Retention\" class=\"wp-image-17828\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Role-of-CRM-in-Customer-Retention.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-collating-amp-analyzing-customer-data\" style=\"font-size:22px\">1. Collating &amp; Analyzing Customer Data&nbsp;&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>One of the biggest advantages of CRM is that it creates a centralized repository of all client data. This includes personal details, interaction history, past purchases, and records of complaints raised by clients. The key to retention lies in showing your customers that they mean more to you than simply being a source of revenue. Data is your best bet in doing so and it can serve as a handy guide for you to keep your customers engaged.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-1456fece-c76c-471e-928a-db18739c10aa\">\n\n\n<p><span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/features\/data-management-security\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Kylas\u2019s data management features<\/mark><\/a><\/span> help you leverage the full potential of customer data. You can get robust security, user access management, and smart lists for segmentation. Information is presented in a clean and readable manner, with rich insights from analytics. Turn your data into your most valuable asset with Kylas!<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-enhanced-customer-understanding\">1.1 Enhanced Customer Understanding&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Every customer has a unique story, and this story is communicated by data. You can get to the depths of their pain points and requirements, and mould your products and brand to align with these. Customers will have no reason to switch from your brand if they feel heard and understood by you.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CRM not only gathers all data, but it helps you make sense of it by identifying trends and patterns. You can even create <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-reports-small-business#htoc-customer-specific-reports\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">specialized customer reports<\/mark><\/a><\/span> to track the metrics of your choice. This is possible through CRM systems like Kylas that offer <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/features\/reports\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">custom and multi-dimensional reports<\/mark><\/a> <\/span>that help you work your data as per your needs.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-personalized-approach\">1.2 Personalized Approach&nbsp;&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Imagine if you keep receiving irrelevant communication from a brand and it tries to pitch you a product for which you have no use. You will not think twice before ending your association with such a brand. If you don\u2019t want your customers to do the same, you need to start personalizing your approach. <span style=\"text-decoration: underline;\"><a href=\"https:\/\/explodingtopics.com\/blog\/personalization-stats\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">60% of customers<\/mark><\/a><\/span> become repeat customers after a personalized experience.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CRM makes it very easy to adopt such an approach. For example, it tells you the type of content that your customers engage the most with. Additionally, it sheds light on the type of support requests made by customers in the past.&nbsp; You can use these inputs to tailor and customize the experience you offer and maximize your chances of retention.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-automated-interactions\" style=\"font-size:22px\">2. Automated Interactions&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p id=\"htoc-automation-keeps-all-your-operations-running-smoothly-without-the-need-for-manual-interference-you-can-use-this-crm-feature-to-create-an-automated-system-of-customer-interactions-one-that-is-free-from-the-errors-and-delays-associated-with-manual-work1\">Automation keeps all your operations running smoothly without the need for manual interference. You can use this <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-software-features-small-businesses\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM feature<\/mark><\/a><\/span> to create an automated system of customer interactions, one that is free from the errors and delays associated with manual work.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-27c296ed-e3e8-4b19-a66c-26c16d421078\">\n\n\n<p>Kylas helps you set up an automated and omni-channel communication network. You can leverage mediums like <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/features\/email-sms-whatsapp\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">WhatsApp and emails<\/mark><\/a><\/span> to reach your customers wherever they are. Additionally, you can personally engage with customers using the highly efficient <a href=\"https:\/\/kylas.io\/features\/sales-calling\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">calling solutions<\/mark><\/span><\/a>.&nbsp;&nbsp;<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-engage-at-the-right-touchpoints\">2.1 Engage at the Right Touchpoints&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The typical <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/business-growth\/buyers-journey\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">buyer\u2019s journey<\/mark><\/a><\/span> goes through numerous stages. Customers have a different mindset and requirements at each of these stages. If you desire to secure repeat purchases from your customers and boost your retention, you need to engage with them at the right touchpoints with valuable and meaningful content. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It is easy for a team member to forget sending an email at the right date, or to miss making a call at the right time. Your CRM, however, never forgets. You can set reminders and schedule all communications. You can also note down the outputs from every such interaction which will guide you for how to improve the subsequent communications. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-prompt-responses\">2.2 Prompt Responses&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>One of the most prominent reasons for churn is customers feeling neglected. They appreciate quick resolutions of their queries, and responsive teams that are there for them every step of the way.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Systems like Kylas enable your teams to address client concerns on-the-go with a rich mobile app and deliver prompt responses with features like one-click calling. This helps your customers see how invested you are in them and creates a highly positive impression of your brand.&nbsp;<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>These <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-platforms-key-capabilities\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM capabilities<\/mark><\/a><\/span> ensure that you offer the best possible experience to customers, thereby giving them reasons to continue their association with you.&nbsp;It is thus no surprise that <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.zippia.com\/advice\/crm-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">47% of CRM users<\/mark><\/a><\/span> have reported an increase in retention because of it. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-the-case-with-kylas\">The Case with Kylas &nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>By now, you must surely be convinced of the necessity of using CRM for your customer retention. But why choose <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Kylas<\/mark><\/a><\/span>? &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It has been specially designed to help growing businesses scale with expertise. As we have established, customer retention is especially important for growing businesses. Kylas hence works in a variety of ways to achieve this. Let us explore some examples to strengthen our case. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>Kylas helped us effectively track the live status of the students during our admission process. We had access to micro-level &amp; macro-level insights which helped us to take crucial strategic decisions.\u201d&nbsp;<br><\/p><cite>Suraj Ronge, Trustee, SVERI&nbsp;<\/cite><\/blockquote><\/figure>\n\n\n\n<p>For an educational institute like SVERI, customer retention meant reducing the drop-out rates and having students enroll for more and more courses. The customizable pipelines in Kylas gave real-time updates about the status of every student. Its teams could internally delegate tasks, set reminders, and send automated messages to ensure that there were no bottlenecks in the students\u2019 journey. Besides, the raw data was transformed into usable and actionable insights through data analytics. SVERI could thus make informed decisions to offer a smooth and seamless customer experience and identify opportunities to upsell and cross-sell. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>Kylas has helped us improve customer engagement. It&nbsp;has continuously supported us in our journey to provide best-in-class fitness consultation services to our customers.<\/p><cite>Himanshu Kumar, Co-Founder, Fitness Bell India&nbsp;<\/cite><\/blockquote><\/figure>\n\n\n\n<p>Fitness Bell previously relied on spreadsheets&nbsp;to store data. There are various reasons why <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-crm\/crm-excel\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM scores over excel<\/mark><\/a><\/span> for data storage. Fitness Bell too optimized its data management efforts after adopting Kylas. All information was made available on a unified platform. This saved its teams the efforts of having to dig up the history and prior communications with customers. They could offer more efficient and value-adding services to customers. Furthermore, Kylas\u2019s smart lists enabled personalization, so that its customers were satisfied in every respect. The rich reporting features helped them track important customer metrics and make strategic decisions to enhance retention. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-customer-retention-in-different-business-types\">Customer Retention in Different Business Types&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Every business has a unique set of customers. There is no straitjacket formula that can be applied to all customers. You must tweak your retention strategies depending on the type of your business and product, the market that you operate in, and your customer base. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention-1024x576.jpg\" alt=\"Leading Factors for Customer Retention\" class=\"wp-image-17834\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Leading-Factors-for-Customer-Retention.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-how-to-ace-customer-retention-in-b2b-saas\" style=\"font-size:22px\">How to Ace Customer Retention in B2B SaaS&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The scope of customer retention changes slightly when it comes to B2B SaaS. It is not just limited to clients to bring in repeat sales. It also includes customers who renew and upgrade their software subscription, invest in add-ons, and become fierce brand loyalists. Customer retention is an indicator of the health of a B2B SaaS company, and here are a few ways to level-up your efforts:&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Ensure that your product not only meets your customer\u2019s expectations but surpasses it. You should add real value to your customers by solving their problems, improving their operations, and delivering services on time. Your product should be regularly updated to keep up with their demands and be sure to inform your customers of every such update.&nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Listen to your customers. The comments, reviews, and feedback that they leave for you can be your biggest help while trying to retain them. It sheds light on the aspects that you can improve and opens an opportunity for you to create a positive brand impression. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Monitor the activity, or lack thereof, of your customers. If your customers have been inactive on their accounts for long, or not made any upgrades and add-on purchases, it should ring the warning bells for you. You need to then reengage your customers with strategic communications, new feature updates, etc. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Offer valuable and informative resources like blogs, webinars, and interactive sessions. This creates a holistic image of your brand as being more than just a software provider. Your customers will have a lot more to gain from you and will want to keep the association going. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-how-to-ace-customer-retention-in-b2c\" style=\"font-size:22px\">How to Ace Customer Retention in B2C&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The B2C market is significantly larger than B2B. That translates to having many more competitors who are waiting to woo your customers and drive them away from you. Additionally, B2C customers have more freedom and flexibility to experiment with brands. Even with these tough situations, there are some things you can do to elevate&nbsp;your retention levels:&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>B2C loyalty is largely based on emotions. You can leverage this to convert your customers into strong brand loyalists. Build and maintain your image that a brand that represents strong values and incorporates the same in its operations. Your customers will thus feel pride in being a part of your brand. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Create a unique experience for your brand. This will draw your customers again and again towards you, as they seek the familiarity of the experience you offer. In terms of physical stores, this can mean setting up a specific ambience, and attractive displays. For your website, it can mean a clean layout and advanced UI. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Incentivize repeat purchases through loyalty programs. It is only fair that repeat sales should benefit your customers too along with benefiting your brand. You can offer incentives in the form of redeemable points, discounts, or special offers. &nbsp;<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-in-a-nutshell\">In A Nutshell&nbsp;<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It is the need of the hour for growing businesses to focus on customer retention. Winning over new customers is more difficult than ever now. Hence, the best approach towards growth is making the most of your existing customers and strengthening the association with them. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Businesses today are not catering to customers, but rather to Reimagined Customers. This term coined by Accenture fully captures the essence of new-age customers. They have evolved expectations and are unwilling to compromise for brands that do not align with their values. Good pricing and top-notch products will get businesses only so far. Ease &amp; &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/kylas.io\/en\/blog\/customer-retention-growing-businesses\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Why do Growing Businesses Need to Focus More on Customer Retention?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":23,"featured_media":15742,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[12,14,16],"tags":[274,275,397,398],"acf":[],"featured_image_src":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2020\/09\/Why-do-Growing-Businesses-need-to-Focus-More-on-Customer-Retention.jpg","author_info":{"display_name":"Shagun Sharma","author_link":"https:\/\/kylas.io\/en\/author\/shagun"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Growing Businesses need to Focus 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Sharma","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Shagun Sharma","Est. reading time":"13 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/kylas.io\/en\/blog\/customer-retention-growing-businesses","url":"https:\/\/kylas.io\/sales-effectiveness\/customer-retention-sales-crm-software\/","name":"Growing Businesses need to Focus More on Customer Retention?","isPartOf":{"@id":"https:\/\/kylas.io\/en\/#website"},"datePublished":"2020-09-16T11:28:00+00:00","dateModified":"2023-09-25T06:44:48+00:00","author":{"@id":"https:\/\/kylas.io\/en\/#\/schema\/person\/58914992bfe5c67716dfe2e8863250a3"},"description":"Read why Growing Businesses need to focus on customer retention to keep their revenue engines running, especially in 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In her leisure time, Shagun enjoys hiking, gardening, and immersing herself in music."}]}},"_links":{"self":[{"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/posts\/217"}],"collection":[{"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/comments?post=217"}],"version-history":[{"count":61,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/posts\/217\/revisions"}],"predecessor-version":[{"id":19123,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/posts\/217\/revisions\/19123"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/media\/15742"}],"wp:attachment":[{"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/media?parent=217"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/categories?post=217"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/kylas.io\/en\/wp-json\/wp\/v2\/tags?post=217"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}