Friday Oct 21, 2011
Build Relationships for Retention and Adoption of your App
Customer retention is one of the most powerful indicators of a company’s success. We just finished the third in a six-part webinar series called “Increasing Adoption & Retention of your SaaS App” and one of the things we've been discussing is building a relationship.
A lot of salespeople remain quiet between the point of sale and the time for renewal. What keeps a customer loyal to using your solution if he or she never hears from you? You can bet the competition will reach out to them.
So how does a salesperson build relationships?
-listen, Listen & LISTEN!!!
“To listen well is as powerful a means of communication and influence as to talk well.”
- John Marshall,
Supreme Court Chief Justice, 1801-1835
Always be listening to your customers to find out more about them. Get to know them; find out about their likes and dislikes. This way when you are following-up with them you will have something better to say than “how’s the weather?” Also if you know more about your customers, you will ask the right questions and build more rapport.
Building the relationship includes being an advisor as well and helping the customer to be successful throughout the customer lifecycle.
Salespeople must continue to build relationships with their customers beyond the point of sale. Building relationships establishes you as an authority in their eyes. Being an authority leads to repeat business and repeat business will often earn you referrals.
So what are you waiting for? Go out and build relationships!
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