Increasing Customer Retention with CRM

David Cook General

It's often more difficult to retain an existing customer than it is to attract new ones, although far more effective and profitable. With a Customer Relationship Management (CRM) feature, it does not manage customer retention by itself, but will provide the tools to help you manage and increase customer engagement.

It can offer a range of customer data and information to help you measure and analyse customer behaviour and trends, encouraging repeat business and improving retention.

Well designed EPoS systems will allow you to gather in-depth customer data, which can then be used to determine buyer spending patterns and favourite products.

With this data, you can engage more with your customers and have a better understanding of their wants and needs. See the few examples below on how EPoS technologies can improve customer retention.

 

Personalisation

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With evolving technology, consumers expect faster checkouts, quicker payments and personalised service. CRM software allows you to create an individual experience for each and every customer. 

Many EPOS systems will track customer purchase history and sync with a loyalty programme, so you can identify trends and make more informed business decisions.

SPARK's CRM tool stores information on historical and upcoming customer bookings, and allows push notifications to be sent automatically which appears on their smartphone instantly.  

Using the customer's name in a notification is a small effort, but provides a personal touch for the individual. The CRM also allows allergens to be stored for each customer, allowing you to cater and plan ahead for any dietary requirements.

 

Tailored Marketing Campaigns

Gathering valuable customer information will allow you to implement tailored marketing campaigns, ensuring you always capture the right audience.

CRM software makes it easier for you to see your customer as a person and not just a number, customers receive a personalised service, which will keep your brand on your customers’ minds.

With SPARK, the built-in CRM gathers information on their purchase history and buying preferences. With this information, automatic push notifications to be sent to customers with specific offers that would appeal to them.

The scheduling feature allows you to schedule and manage follow-up emails or push notifications in advance, making the follow-up strategy effortless.

 

Loyalty Programmes

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Customer loyalty programmes offer an even deeper insight into your customers. A CRM tool allows you to view a customer's purchase history, so you can determine what kind of offer will be the most appealing for each individual customer, making the whole process feel more personal.

Loyal customers are likely to spend more than others, as well as being more likely to share their positive experiences with friends and family.

Consumers are more likely to listen to recommendations from a friend or family member, which is why word of mouth marketing is effective at capturing new customers rather than advertising. A loyal customer can be an ambassador for your brand and be the most influential factor in a purchase decision.

 

Building a base of loyal customers will allow you to build your brand identity, and encourage repeat business, ultimately increasing profitability. A Customer Relationship Management tool is essential for building tailored marketing campaigns, providing a personalised service and encouraging loyalty.

For more information on EPOS systems and CRM software, and to book your FREE demo, click below!

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