How to increase the retention time of a customer using CRM

by KimberlyGomez Mon Mar 28, 2011 4:23 am

Retention is the time spent by a customer in your website. The more time a prospective client spends browsing through your website, more chances you have him/her to get to do business with you. Developing a strong relationship with the customer is a necessary factor. Customer Relationship Management (CRM) is a combination of business strategies of information technologies used to analyze customers behavior and needs, thereby creating a strong relationship with them.

CRM consists of 3 levels. In the 1st level, the customer is contacted directly to market the products, which helps the company to effectively promote its services without worrying too much about getting new customer. In the 2nd level, the company tries to understand the needs of its existing users and tries to provide them with better services so that they can earn more profit from them without searching for newer clients. Some companies may even modify their products and services to meet the individual requirements of clients. In the third level, the company aims at providing maximum customer support while reducing the cost for the same.

Retention is a critical element which controls the profitability of an organization. If the services provided by you are good enough to satisfy a client, he/she will be tempted to purchase your products and services. However, in spite of spending a great fortune to attract prospective clients and visitors to your site, if they find your site not suitable to their liking and requirements; they will leave your site in seconds. So before spending too much on attracting customer, make sure that you are spending on the right things to make the customer stick with you.

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