Duct Tape Marketing

It cost five times more to win a new customer than to keep a current one. And since it’s natural for consumers to choose service providers based on suggestions from others they know, you want to be sure you take the necessary actions to establish a relationship with your customers early on.  
 
Typically when business owners think of customer relationship management (CRM) they assume it to be a system that helps them sort and keep track of customer contact information. From a software and data management standpoint this is so. However an effective CRM program will take on a holistic approach and focus on delivering quality products and services that create ongoing favorable customer experiences. This approach is derived from the basic principal: take care of your customers and they won’t take their business some place else. This gives a better understanding of how CRM helps you get repeat business and ongoing referrals.

What other things can you do to improve your CRM? Know thy customer!  

·        Getting a firm grasp on who your customers are and what you can do to eliminate their biggest pains will help you cultivate customer loyalty and build your company brand.  

·        Focus on ways you can increase the value of the benefits your customers receive.

·        Develop products and services that speak to the heart of customer needs. And if you're not sure what it is they want, by all means ask! 

·        Here are two free online customer surveys that can help you get the customer feedback you need: http://www.opinionpower.com/ and http://www.info.zoomerang.com/gettingstarted.htm. 

Next, ensure your marketing materials provide information your customers can use.

Take a look at your current services.  

·        Are customers aware of all that you offer?

·        How do you get the word out about new products or services?

·        Is your program consistent?  

·        Does it create more business?

Include CRM in your marketing plan. It will ensure that your business stays customer-centric. The more you focus on customers—their needs AND desires—the more they'll do business with you.