Building customer relationships is one of the main customer retention strategies you can use to improve customer service and reduce customer churn.
We at BizTalk360 want to learn more about our existing customers, we want to make them feel appreciated. Hence this new initiative – ‘Client Relationship Management’ to look after our customers. The main idea is to build a rapport with the customer and understand their needs. We aim to stay close to our customers after they have purchased our product, ensuring they use BizTalk360 to its full capacity and helping them overcome any obstacles that may arise. By maintaining this relationship and close collaboration, we can make BizTalk360 better together. One of the best comments we received from a customer via support feedback was,“I am glad that the BizTalk360 support team keep up the pace and put their best efforts to help customers out to resolve their issues. We are not left alone like other integration tool vendors in the market.”The Client Relationship process has just begun but already we are getting lots of helpful information such as – common customer issues, how the product is being put to use at the customer end, feedback on the existing features and request for new features. We can now direct our efforts at resolving those issues and also maximizing the satisfaction of our customers by giving them what they need. (e.g. one customer required MSMQ monitoring but didn’t know it was available on BizTalk360 until we pointed it out; result – one happy client). We always try to make communication as seamless as possible, acknowledging, acting on and following up on the feedback where necessary (by discussing with the Technical Team the feasibility of customer requests and issues and providing alternative solutions). Today’s customers are no longer passive and they want to be listened to. The key to maintaining a good relationship with our customers is to stay in regular contact. We look after our customers so they stay with us for a long period of time. We have touch points throughout the subscription at regular intervals. What we are trying to achieve via these sync ups is quite simple –