Customer Relationship Management.

Customer Relationship Management Services

Every business needs customers and the best type of customer to have is the one that remains loyal to your company. The greater the number of loyal (or return) customers you have the lower your customer acquisition costs can be. Here are a few things gleaned from surveys and research done by large publications.
	10% of customers can account for 225% of profits. Loyalty is an increasingly common term we hear in terms of handling customers - obtaining loyalty whether it is business to business or business to consumer. That has strong implications on what we can do to server customers in the context of the relationship and to bring the customer back again and again and really limit their desire to go elsewhere for products and services.
	A 1% increase in customer retention can increase profits 25-50% "Once acquired, loyal customer(s) boost the firm's profits by making more purchases, paying higher prices and being less expensive to work with... (They) also refer their associates to your firm, eliminating the cost of acquiring those customers".
	Fortune 500 Studies Companies lose 50% of their customers every 5 years. It really is an economic and yield arguement that there is tremendous evidence supporting the notion of retaining existing customers vs. acquiring new customers. In fact surveys show that if a customer leaves a relationship almost 70% of the time it has nothing to do with price or product. It is directly related with the indifference or the inability of one person to serve the customer. A fascinating fact is that despite all the focus on loyalty, companies are still spending 8 times as much on acquisition as on retention activities.
But customer loyalty doesn't just happen. To ensure your customers return your business needs to consider not only the quality of the goods and services it provides but the quality and effectiveness of the customer service. When a customer contacts your organisation what is their experience like? Is your entire business empowered with knowledge of the customer? Can all the relevant people access the correct information immediately? Can the customer contact the right person straight away? Do your customers get relevant information on your goods and services? All these questions need considering from both the human and technological aspect. Does the organisation have the best attitude to customer service or are the customers just a nuisance to be got rid of as quickly as possible. Who can benefit? Some industries have more need than others, but ANY company that is dependent on retaining customers will benefit. Recent surveys show that over 90% of companies believe CRM is already a major strategic issue today - and 100% agree that CRM will become of key importance within the next year or two. Some industries have more need than others, but ANY company that is dependent on retaining customers will benefit. Recent surveys show that over 90% of companies believe CRM is already a major strategic issue today - and 100% agree that CRM will become of key importance within the next year or two. D J Consulting can help with all these aspects. If your organisation has not as yet adopted a CRM strategy we can put you on the road to enhancing the customer experience. We can provide the guidelines to start you on the road to giving your customers what they most want... easy access to the relevant products and services time and time again from one quality source. If CRM has been your goal for sometime and you feel that perhaps the business has lost its way a little, D J Consulting can perform analysis of your processes and information and recommend, if necessary, a change in approach or modification of your current systems and tools.