Of all the things that B2Bs are focusing on this year, it might surprise you that customer retention is the number one priority around the world. We have to get much better at the key challenges associated with customer retention: listening to our customers; engaging with them across touchpoints; gaining a clearer picture of their entire journeys; supporting them throughout their experiences with our brands, and striving to understand where exactly we’re failing to meet their needs. This got me thinking about how tools can help us solve some of our most pressing retention problems.
What do your new customers feel when they start doing business with you? What do they need to understand and do in order to grasp the value that your product can unlock for them? It doesn’t matter if you’re with a service agency, an ecommerce firm or a software outfit – if new costumers don’t feel that value relatively quickly and with minimal effort on their part, then you don’t have very good chances of retaining them.