Use the right levers to build customer loyalty

Acquiring new customers monopolises a lot of resources and requires a lot of preparatory work. It's a costly process, the results of which will only be felt in the long term. However, if you want to develop your sales quickly, your company has a pool of top-quality prospects: your customers. You need to develop their loyalty so that they continue to order from you, but also so that they express other needs that will generate additional sales for you. But building customer loyalty isn't always easy. You need to know how to use the right levers and the right tools. All our tips on using CRM can be found here.

To build loyalty, you need to know your customer

To know your customers well, you need to understand their behaviour, their business and their direct and indirect needs. All this information will enable effective segmentation of the customer and better targeting of sales initiatives. Blue Note Systems CRM makes this possible by making CRM one of its pillars. Blue Note Systems offers a first-rate feature: the interface dashboard can be connected to social networks and the internet in general. As a result, sales staff will have access to a wealth of qualified information about their customers, their behaviour and their current projects. This data can be used to build a more personalised customer relationship. This is the starting point for building customer loyalty.

Analysing customer satisfaction and expectations

Customer satisfaction is one of the primary reasons why customers remain loyal to a company. It is therefore at the heart of customer relations. But you need to be able to measure, analyse and improve it so that it remains a key driver of loyalty.

All the more so since customer satisfaction is based on tangible, factual factors, but also on certain intangible elements. When we go to a restaurant, we want to eat. We also expect impeccable service, pleasant surroundings, cleanliness, and so on. All these unspoken needs are crucial to building customer loyalty. You need to be able to access them. This is what the Oryanoo CRM offers. It includes in its interface a "one-off or automatic surveys" function, which will enable the CRM to manage customer satisfaction through surveys and feedback.

Message Business, on the other hand, is an emailing platform that helps build customer loyalty by getting them to take part in online surveys. These are invaluable sources of information which, thanks to the dynamic segmentation offered by the interface, will enable you to better understand your customers and their expectations.

Building customer loyalty through effective communication

Once you know your customers and have been able to measure their satisfaction, CRM involves communicating effectively. If only to show them that you have understood their expectations and that you have taken them into account. So you need to be able to inform the customer, but also to communicate with them on their preferred channel, otherwise you won't reach them.

With a multi-channel approach now an imperative, Yellow Box has integrated this functionality into its solution. This means you can manage your emailing or SMS campaigns from the Yellow Box dashboard using a single interface. This option is also offered by Oryanoo: you can send SMS messages or manage emailing operations from the CRM by selecting the contacts of your choice. This function is linked to the customer file.

With Message Business, you can create, send and track all your marketing campaigns: newsletters, SMS campaigns, emailing, etc. This unified emailing platform is very affordable (it works without commitment or subscription). Thanks to its multi-channel approach and dynamic segmentation, Message Business is a highly effective loyalty-building tool.

Customer service that listens

Building customer loyalty requires impeccable service. You need to be responsive and offer quality answers. Similarly, to fully understand their needs, sales staff must have access to previous exchanges with customers. The history of the customer relationship must therefore be accessible at all times, regardless of the channel used.

So, in addition to the traditional CRM functions, Yellow Box offers multimedia data recording (image or sound) in its database. This means that telephone conversations can be recorded. This means that sales representatives can access their entire customer relations history, including calls, via this interface. This makes it possible to obtain personalised responses tailored to the context, an undeniable asset when it comes to building customer loyalty.

Blue Note Systems, Oryanoo, YellowBox CRM comparison

In an ultra-competitive environment, building customer loyalty is essential. Building customer loyalty means satisfying customers, listening to them and getting to know them. This can be facilitated by the use of CRM tools to monitor and enhance customer relations on a daily basis. These tools are simple, effective and often inexpensive.