How important is your customer database and how can you farm for your customer’s contact details?
Have you ever experienced having a customer who buys one product from your e-commerce store and never comes back?
You spend hundreds of dollars on ad spend chasing that particular customer, you don’t really make a profit from their first sale and then you begin to resent the advertising thinking that it’s just not working…
A total waste of money right?
It doesn’t have to be that way all the time, though. This is where your customer list and database comes in.
Customer relationship management (CRM) applications have been widely used by people in the online space for managing new and existing clients and there is a very good reason for that. Popular examples of these are Salesforce, Hubspot and Zoho, these are some of the pioneers in terms of handling customer database.
These applications play a vital role not just in terms of sales and marketing but for all the other departments of the business who are directly involved in customer care. And the number one goal in having these kinds of systems in place is CUSTOMER RETENTION.
Yes you might have made that first point of contact and a sale went through, but how do you actually convert that particular customer to a repeat customer, then to an advocate of your brand?
GET THEIR CONTACT DETAILS
No excuses here. You need to get their complete name, mobile number and email address as these are some of the important ingredients for you to achieve your goal which is retaining them as your customers.
You might be wondering, what does this have to do with retention?
By getting their most precious contact details, you now have the ability to reach them every single time a new product, or update comes up for your business. This is also the most reliable way of building and cultivating a relationship with them and gaining their loyalty to your brand.
Who do you think they will go to first if they want to purchase something? The new business on the block or the one that has been following them up and updating them for quite some time?
For us here in BidPixel, it is always the latter.
Just take a car dealership, for example, a customer buys a brand new car. At this point, they are so ecstatic about having a new car that they’d be willing to give you their contact details just to take their precious baby home.
You now input their contact information in your chosen CRM and set up an automation for follow-ups like change oil schedules and maintenance, marketing and other new promotional stuff about your company.
This will not only create a relationship with your customers, but this will make them advocates for your brand as well. Why?
This is the kind of consistency that customers always love as they feel really special and well taken care of. A win-win situation, right?
Acquiring your customer details is tantamount to the success of your remarketing and promotional strategies for your business.
Customer relationship management applications are a great way to organize these details and streamline them for interdepartmental usage, however, taking the first step of getting their information is crucial in achieving your goal.
We recommend two CRM’s for use and they both start absolutely free to try them out and build a small list.
We recommend Active Campaign for most businesses. You can follow up sales prospects, nurture new customers and send automated or broadcast emails with ease.
If you are an eCommerce business, you absolutely need to be using Klaviyo for your email and audience retention work. It ties into all of the major ecommerce platforms and even connects data to Facebook and Google to help bolster your paid advertising segmentation.
So what are you waiting for? Utilize those customer details now.