What is the link between telemarketing and customer retention?
The nature of the B2B relationship means that many businesses who sell to other businesses do so normally after a series of calls, meetings and discussions. As a business owner you will have invested a lot of time, effort and money to secure a customer. Wouldn’t it be great for your business if your customer provided repeat sales?
There is the daily pressure for many businesses to secure new sales, but this should not be at the expense of your existing customers. Maintaining contact with your customer(s) after the initial purchase is crucial as it makes the customer feel valued, you can also find out what they are happy or not so happy with in terms of your goods or service. In these financially challenging times getting this feedback is vital to your business as it enables you fine tune your service delivery and to stay ahead of your competitors.
Retaining your existing customers can be much more cost effective. According to Customer Relationship Management by Francis Buttle, 2008, “In the B2B context in particular, ongoing relationship maintenance costs such as selling and service costs can be low relative to the costs of winning the account. Therefore, there is a high probability that the account will become more profitable on a period-by-period basis as tenure lengthens.”
At Hopfield marketing we are a telemarketing company with a difference. We focus solely on customer retention. We will work with your new,existing and lapsed customers and make those important contacts with your customers on your behalf.
Try our services and tell us what you think.