How to Manage Customer Retention in Post-COVID Scenario
Covid-19 is novel and it has posed novel challenges and opportunities for the business community. The world has fought against the first and second waves of this virus. The corporate sector experienced demand and supply shock, downsizing, lockdowns, and a lot more. All businesses had to come up with some immediate policies to help them during the pandemic outbreak.
Presently, vaccines for COVID are coming into the market. People are expecting to get out of this predicament. You have to be proactive and devise policies in advance to maintain the customer retention rate. Different CRMs are available to help their clients to manage projects and offices even from home. It is high time to conduct a meeting with your CRM experts, whether they are SugarCRM Consultants or thespians of Zoho CRM, and plan coming months to retain customers. You can also opt for the following ways:
Set Customer Retention Goals
Keeping your customers loyal does not happen by a fluke. It needs in-depth research of customer behaviour. You can have detailed meetings and conversations with your CRM consultants to review the customer data. Based on this data of more than a year, you can easily predict some of the indicators for sales and customer behaviour. These predictions will help set goals for the coming few months (in post-COVID times).
Track Lead Conversions
SugarCRM not only helps in monitoring the lead conversion but also tracks the leads. You must follow the lead nurturing process to reinforce the relationship with buyers. In this way, you will be able to target the leads that can turn to be your customers in post-COVID times. CRM is the best platform to track and monitor the history of the customer. You can observe the purchasing power and behaviour of the lead these days to come up with an effective strategy to convert lead into a customer.
Monitor Market Sentiments
The best thing about the SugarCRM is the accessibility to a huge amount of customer data. Covid-19 spread has shown that the market can be unpredictable beyond expectations. It was rightly said that “A predictable action has a predictable outcome.” Today, think tanks sitting in the market predict that vaccines are in the market. Things will soon be back on the track. What if things go some other way? You should monitor the market sentiments but always have a plan B.
Plan Discounts and Offers
One of the best ways to retain your customers is to make offers and discounts that they cannot refuse. Your research about customer behaviour based on the customer data accessed by the SugarCRM will be beneficial in planning the discounts for the near future. Your planned discounts, coupons, subscriptions, and offers for the post-COVID times can give cutthroat competition to your competitors.
Recover through Data Analysis
All businesses suffered during the lockdown period but if you want to recover in post-COVID-19 times, get help from the data managed by your SugarCRM. Use these datasets to delve into local customer behaviour and international customer behaviour. In post-COVID times, businesses will need to be data-centric. The factors that affected the customer behaviour during the time of the surge in COVID cases were:
· Social distancing
· Crowd mentality
· Panic buying
However, these factors will not remain effective once the Covid-19 is over. Pandemic also affected the budget of the marketing because companies had to spend more to advertise on platforms like social media. After COVID, the scenario will probably change and not only the sales strategy but marketing strategy will need to be revised. The facets mentioned play role in the data-driven analysis. Your SugarCRM experts can help in using this data to maintain customers even after COVID.
Devise Effective Marketing Strategy
The content that people published in the peak days of coronavirus spread was different. Every business had to consider covid-19 as the major part of the marketing campaign. Now that you are planning a customer retention strategy for the post-COVID scenario produce content for it accordingly. You should produce to the point and quality content for social media platforms, guest posts, and reviews, etc.
Improve Customer Support
The process of providing timely support to the customer is not effective in all organizations. The circumstances of the last year have unveiled that support is equally important. Even in the post-COVID days, the importance of support and training will increase. You can effectively use the platform of SugarCRM to provide better support and increase the customer retention rate in the future.
Pandemic changed the dimensions of doing business, in post-pandemic scenario things will not be completely reverted. There will appear new trends and Techloyce is the place where you can get SugarCRM consulting services because your CRM system is a robust tool to excel even after coronavirus is over.
