7 Tips to Strengthen Customer Retention with Dynamics 365

by Scarlett Jonathon Head of Marketing at DynamicsSmartz

With the overall cost of acquiring new customers many times higher than serving existing clients, it is no wonder that retaining customers is at the heart of CRM for most organizations.

Every business needs new customers, but once you close deals, retaining as many of your clients is important. To convince potential buyers to try your services, advertising and other means can be leveraged with a likelihood of success as low as 5%.

Potential buyers have already bought from you in the past, so there is a greater likelihood that they will make fresh purchases. Current clients are up to 70 percent more likely to purchase again.

These days, when customers have so many choices at their disposal, it is important the quality of service that your customer demands. Even a small increase in customer retention will boost the profitability of a company.

Customer loyalty doesn't just happen. Each client has several different requirements, so it is crucial to have a well-planned strategy.

Existing clients also refer your business to others, bringing in more customers. Retention is crucial for business success, so how can you retain more clients? Here are some ways Microsoft Dynamics 365 can help:

Garner Visibility

When a customer reaches out to you via phone email or visits your website or social media, the person or team overseeing the relationship needs to be acquainted with the history of the customer. A customer comprehensive view of what has happened to the client paints a complete image and can help strengthen the relationship.

Dynamics 365 users can usually find details easily, thanks to an intuitive Microsoft Office-style interface. Dynamics 365 provides direct access to all applicable customer information in the enterprise, so consumers will not have to repeat the same details to each new individual that communicates with them.

2. Personalized Communication

Personalization goes a long way in preventing frustration and easing resolution. Personalized communication can help your business build customer satisfaction and loyalty.

Dynamics 365 provides access to information in the records of each customer so that users can tailor their messages and responses accordingly. Users can draw on information such as past interactions, purchase patterns, preferred products and services, successful marketing approaches, and other useful information that the organization chooses.

3. Rapid Response

Whenever customers encounter any problem, they want to be able to contact the company at the earliest and get the problem solved quickly. If you acknowledge customers that their request has been received and someone is working on it, dissatisfaction drops dramatically.

By specifying the routing rules in Dynamics 365, users can ensure that multiple people in the company can view and manage the support request. Dynamics 365 Web portals allow you to send a support ticket to customers; workflows can be set up to generate an email acknowledgment to inform the customer that their request has been duly received and will be addressed at the earliest.

4. Increase Account Value

Identify customers in your database that you haven't engaged with in a while and target them with compelling offers to re-engage. It is crucial to interact with customers that you haven’t engaged with in a long time; it is also one of the best ways to boost sales.

Remember your services, understand why they haven't recently done business with you, and communicate that you still value them. This often results in some immediate opportunities and improved customer relationships.

5. Proactively Stay in Touch

To send customized messages that convey news, deals, events, and other related content, link Dynamics 365 to email marketing, such as ClickDimensions or dotMailer. Use email reports to evaluate individual responses through email openings and click analysis to assess interest and send increasingly targeted communications.

6. Deliver Exceptional Service

Using case management tools to monitor customer complaints, including process automation, to ensure visibility of unresolved customer service products. Dynamics 365 helps you transform service delivery by utilizing knowledge management, case routing, and queue features.

7. Assess Service Performance

Use Dynamics 365 dashboards or Power BI to review the performance of service delivery and identify areas for improvement. Use metrics to identify recurring support or service problems, or assess what percentage of issues are being resolved in a single call.

Dynamics CRM offers many advanced functionalities that can help an organization in retaining its customers and boost its future revenues, but the organization needs to use these functionalities efficiently. Use Microsoft Dynamics 365 to keep clients loyal and coming back for more.

For more than a decade, DynamicsSmartz has implemented comprehensive customer relationship management (CRM) systems designed to help companies leverage technology to build better customer experience. In addition to helping clients tap into Microsoft Dynamics 365's outstanding CRM tools, our seasoned professionals can help you build a strategy for increasing customer retention.