GoldMine CRM is a database technology software application, that is proven to help to retain customers.

It costs more to gain a new customer (and we want them to be supporters and raving fans!) than to generate a new one.  With this in mind, it’s important that organisations are following processes to keep their customers and make them raving fans, and there are easy steps to do this through CRM and essentially GoldMine CRM.

Choose which customers you want to keep – who do you enjoy working with, have you profiled your customers, who are your best customers, is there a specific industry that you deal with much more? 

Once you know which customers you really, really want to keep! start to use your CRM system in a way to effect retention. 

Think about customer experience and satisfaction, bespoke communications that are tailored and regular customer contact that is tracked in CRM.

Do some research – why do your customers leave?  Is it competition, poor level of service, incumbent solutions or services, change of personnel…  Look at your most loyal customers.  Do a satisfaction survey.  Find out why have they stayed with you, what do they like that you offer and do, and importantly what don’t they like?

Think about how to make your communications personal.  Use GoldMine CRM to create groups and ensure that it addresses the right targeted person by name.  Make a log of calls that are made and store it within GoldMine.  Ensure you are contacting people in the right way and not too often, but frequent enough that they don’t forget you!

Use GoldMine CRM to generate reporting to clarify your customers and leads.  Think about what you need to know and ensure its to hand to support your customer retention strategy.

GoldMine will manage customer service by ensuring that the customer service specialists have the information that they need to answer questions, make that customer feel special and know their history.  This will enhance their customer experience and generate a better working relationship that isn’t reliant on one customer advisor but the whole team.