Do you know which of your customers are unhappy with you? Do you know who is planning to reduce spend or stop buying from you altogether? Do you know the specific issues each customer has with your organization? And do you have a plan in place to tackle those issues? Does losing a customer come as a surprise to you?
Use a ‘Red/Amber/Green’ (RAG) traffic light value on an Organization/Person record to identify ‘at risk’ accounts or projects.
Use reports to get a holistic view of your ‘at risk’ accounts.
Utilise Cases and Reports to manage customer issues to a successful conclusion.
Identify common issues across accounts and drive customer account management processes around these.
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If it does come as a surprise then that is almost certainly causing problems for your firm. Firstly it’s stopping you doing something about those issues. If you know who’s happy and who’s not, you have a chance to focus your support and service on the unhappy ones. If you know what’s bothering them you can be far more precise with that support. You can put a plan in place to keep them as customers.
Customer retention is vital for business success. There are few firms that can thrive on a continual churn of customers. But getting this view of unhappy customers also helps with your business planning. If you know that a certain percentage of customers are likely to drop off at a certain time you can adapt your sales, marketing, production, delivery and finance plans accordingly. The more granular you can be about the risks in your customer base the more accurately you can forecast, and plan accordingly.
CRM from Workbooks allows you to categorize customers into ‘Red/Amber/Green’ so can see at a glance which clients are happy and which ones need more focus. It gathers more detailed information on specific issues so you can make a mitigation plan, and it aggregates this data to highlight issues facing a number of clients. Armed with this information you can adapt customer account management processes accordingly.
Beyond this you can set up a scoring system to get an accurate, real-time view of customer retention. This allows you to predict revenues and so plan staffing levels, procurement needs, and so on. CRM from Workbooks not only delivers improved customer retention, it also gives you far greater control over your business.
Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.
Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behaviour day-to-day. Make key customer metrics visible to management for better decision making.