Although using CRM software as a part of a business email markeiting plan is a great start, Colin Shaw, CIO of Beyond Philosophy, writes on MyCustomer.com that there is more to customer retention.
"People (customers) are ‘conscious beings’ and therefore every waking moment we are having ‘experiences,’" Shaw says. "A process is normally a logical series of steps to produce an outcome, but customers are not logical, they are people and as such feel things and are driven by emotions."
With this in mind, Shaw said businesses must design an experience they know will work for the customer and have a value to them. He said to design an effective experience marketers need to understand the psychology of what customers want in concert with a passion for detail and a great financial understanding to work.
Retail Online Integration said to retain customers through CRM software, companies should operate in real time, organize data, get into social media and use the program to create a unified view of the customer.
Posted In: Small Business CRM