Customer retention has direct impact on profitability. Why? Because it is about ten times more expensive to acquire a customer than retain and expand the scope of business with existing customers. In today's context it is relevant because brand loyalty is reducing. There are numerous alternate solutions to products. Today, its no longer only about word of mouth but twitter, facebook, whatsapp, and other methods. Set minds of yesterday have been replaced my experimenting mindsets of today. And the list goes on.
What is best way to retain customers?
Help desk or support desk is a common interface that companies have with their customers. One of the common expectations that customers have it to have a unified support channel. What does that mean? It means that the interactions that customers have with call center agents, by sending emails, entering information over website and social channels should all be captured. Agents should be empowered with a single view of all interactions with a customer. The system should predict customer behavior. The system would prescribe what offer next to customer. It should pull customer feedback into next product and service features. Reward customers to try new products and features. Make customers your ambassadors.