Take no chances when it comes to keeping your MSP business customers happy and loyal. By paying attention to their changing needs, you can sell additional services to them rather than spending all your time prospecting for new clients. Expanding your relationships with customers is paramount for business growth.
7 Reasons to Concentrate on Existing Customers
You’ve already worked at closing sales with existing customers, so don’t let them get away. When it comes to marketing your MSP business, it’s all about positive interaction, trusting relationships, and great customer service.
Understanding the benefits of customer retention will help you understand what approaches to implement to increase sales to current customers.
- Loyal customers are the most important influencers for growth and profits.
- It costs less to induce a repurchase than to close a new deal.
- Pampering your customers results in repeat purchases and referrals of your services to their peers.
- Customer relationships are already in place, so you save time and energy on building new relationships.
- You save money on the acquisition process because you’ve already spent the money, energy, and time on landing your current customers.
- Cross-selling your products to existing customers satisfy their changing needs and increase your sales.
- The more customers you retain, the less competition you have to worry about.
What You Can Do to Retain Your Customers
Understand their value – By creating personal relationships with your customers, you understand the importance of their value and potential for additional profits.
- Quick service – The business goals of your customers should be your top priority. So, offer them fast, reliable service that keeps them up and running.
- Solve issues without making customers do all the work – Take responsibility for solving issues. Don’t expect your customers to research the problem and chase after you for answers. You should do the legwork so your clients don’t have to worry about it.
- Open communication – Don’t leave your customers in the dark. Instead, be transparent in your communications, giving them peace of mind. Always keep your customers updated on potential problems and what you’re doing to solve them.
- Make it easy to get the help they need – Have an effortless program in place, giving your clients an easy way to get your attention and help. Also, make sure assistance is always available.
- Have a go-to person for every customer – Try not to bounce your customers around from person to person whenever they need to resolve an issue. Your customer service representatives should build trusting relationships and getting to know the individual needs of your customers.
- Offer loyalty programs – Give your best customers a few surprises, such as discounts on services or gifts for repurchasing.
Once you understand your customers’ purchasing behaviors and goals, you can establish lasting relationships with them. This will give them the incentive to repurchase your products and services, bringing more long-term profits to your MSP business and reducing your competition.