Nexa Lab Blog – As managed service providers, we are constantly on the lookout for effective customer relationship management strategy examples. Our success hinges on how effectively we’re able to manage and cultivate our relationships with clients.
But let’s be honest: it’s not all peaches and cream, is it?
Well, have you ever wondered how to keep clients happy and loyal in a competitive market?
Or how to make interactions with customers easier and more efficient?
Better still, how about personalising your services to each particular client?
We get it. These are real pain points that cost us many a good night’s sleep. But don’t worry, we’ve got your back.
Let’s jump right into some practical strategies with CRM that can change the face of your MSP business.
CRM Strategy Examples to Help You Drive Business Growth
There are many ways to keep a good relationship with your customer or clients.
You can offer loyalty programs, personalised communication, and regular follow-ups to show that you value their business.
But is that what your client really wants? As the name implies, a customer relationship management strategy needs to be all about the customer.
So, whenever you think your customer relationship strategy does not work accordingly, that’s the question that you need to ask.
However, it’s important to gather references and ideas on what kind of customer relationship strategy works.
User Pilot gives 8 ideas of customer relationship management strategies that have been proven to be effective in building strong relationships with clients.
What are those? Here are the customer relationship management strategy examples, with 2 important add-ons that will help you drive your business growth.
1. Personalised Marketing Campaigns
Personalised campaigns always work wonders.
An example of this strategy can be done by segmenting your client base based on factors like industry, company size, and specific IT needs.
So, a small law firm might receive information about secure document management systems, while a growing e-commerce business gets updates on scalable cloud solutions.
It’s also important to note, personalisation isn’t just about using the client’s name in an email. It’s about delivering content and offers that truly resonate with their unique situation and needs.
More on Nexalab’s blog: What is Customer Relationship Marketing? 4 Important Stages You Need to Do
2. Customer Interaction and Behavioural Tracking
Understanding how your clients interact with your services is crucial.
You can use CRM tools to track client behaviours, from support ticket frequency to service usage patterns.
This data can help you anticipate needs and address issues proactively. For example, if you notice a client frequently raising tickets about network slowdowns, you might reach out with a proactive proposal for network optimisation.
This level of tracking allows us to create a more seamless and relevant experience for our clients. It’s like you’re reading their minds – in a good way!
3. Automated Customer Care
Automation is a game-changer in customer care.
This can be implemented through chatbots for initial query handling and automated ticket routing systems.
This ensures quicker response times and frees up our team to focus on more complex issues. Plus, our clients appreciate the 24/7 availability for basic support.
But you can’t stop at just automating responses.
You can also set up automated alerts for our team based on certain triggers. You can also automate our follow-up process. After every support interaction, clients receive an automated survey to gauge their satisfaction.
If the feedback is negative, it triggers an immediate alert for our customer success team to intervene.
4. Loyalty Programs
Who doesn’t love feeling appreciated? A tiered loyalty program can help your long-term clients to stick with you.
You can offer benefits like priority support, free annual security audits, or exclusive access to new services. It’s just like your way of saying “thank you” while encouraging long-term partnerships.
An example of this is giving “Gold” tier clients a dedicated account manager and quarterly strategy sessions.
On the other side, you can give another tier of status to other clients, like “Platinum” clients that can enjoy all that plus early access to beta features and invitations to exclusive industry events.
5. Content Marketing
Educating our clients is a key part of our CRM strategy. You can use a strategy like regularly publish blog posts, whitepapers, and video tutorials on relevant IT topics.
This strategy helps our clients understand the value of your services but also positions your brand as the thought leaders of a sector.
Remember, the goal isn’t just to create content, but to create value. Every piece of content should address a real need or question our clients have.
6. Customer Feedback
You should be a big believer in the power of feedback if you want to implement customer relationship marketing in your business.
This can be done through regular surveys, and feedback sessions help us understand what we’re doing right and where we can improve.
But we don’t just wait for feedback – you should also actively seek it out. You can conduct quarterly review sessions with our key clients, where we discuss their evolving needs and how we can better serve them.
7. Cross-Selling and Upselling
Cross-selling and upselling doesn’t mean shoving your clients with services they don’t need; it’s about empathetic understanding their needs and offering additional solutions that can enhance their experience.
For example, when implementing a new cloud storage solution for a client, you can suggest our cybersecurity package to ensure their data remains protected.
The key here is to focus on value, not just sales.
You should only suggest additional services that you genuinely believe your clients will benefit from.
And also remember that timing is everything.
Trying to upsell everytime might annoy your clients and lead to a negative experience. It’s important to be strategic in your approach and only offer additional services when it makes sense for the client’s specific situation.
8. Integration of CRM System
A robust CRM system is the backbone of our customer relationship strategy. You can integrate your CRM with other software like the professional software automation (PSA) software for helpdesk software and billing systems.
Integration gives you a 360-degree view of each client, from their service history to billing preferences, all in one place.
For example, when a support ticket comes in, our team can immediately see the client’s service history, any ongoing issues, and even notes from previous interactions. This allows us to provide more informed and personalised support.
The integration also helps with forecasting. You can predict which clients are ready to upgrade their services or who are at risk of churn by analysing patterns in service usage and billing.
9. Community Engagement
Building a community around the brand is another example of effective customer relationship strategies.
This can be done through regular webinars, user group meetings, and an annual client conference.
These events foster a sense of community among our clients and provide valuable networking opportunities. Plus, they’re a great way for us to gather informal feedback and ideas.
You can also create an online forum where clients can interact with each other, share best practices, and get quick answers to common questions.
This not only reduces the load on your support team but also increases client engagement and satisfaction.
10. Proactive Customer Service
Don’t wait for problems to occur. Proactive customer service is another good example of how to maintain customer relationships.
You should regularly check in with clients, even when everything’s running smoothly.
These check-ins allow us to catch potential issues early, discuss future IT needs, and reinforce our commitment to their success.
This proactive approach has significantly reduced downtime for our clients and has been a key differentiator for us in the market.
How CRM and PSA Integration Can Help with the Strategy
We know that PSA software has become the backbone of the operations for some managed service providers,
While PSA software can handle several customer relationship workflows, it’s not powerful enough.
CRM software is the ideal solution to complement PSA software, as they are specifically designed to manage and nurture customer relationships.
That’s why there is an option to integrate CRM (Customer Relationship Management) with PSA (Professional Services Automation) to make everything run in one dashboard.
So if you are thinking of implementing the ideas above, you should also consider using CRM and PSA software then integrate those two.
It can help you implement the strategies better because it provide these 5 things:
- Unified client view: CRM and PSA integration provides a 360-degree view of each client, combining sales data with service delivery information.
- Streamlined operations: Automating the flow of information between sales and service delivery eliminates manual data entry and reduces errors.
- Improved resource allocation: With integrated systems, we can better forecast resource needs based on sales pipeline data and current project loads.
- Enhanced reporting: Combined CRM and PSA data allows for more comprehensive reporting on client profitability, service efficiency, and overall business performance.
- Smoother client onboarding: As new clients move from sales (CRM) to service delivery (PSA), the integration ensures a seamless transition with all relevant information readily available.
Integrated CRM and PSA systems can help you provide a more cohesive, efficient, and client-focused service. If you are thinking using both software can drive your business growth, you should consult an integration expert like Nexalab.
It’s because, sometimes, the integration process is not an easy task to do. It can be technical, and you need an IT expert to do that, especially if you have custom requirements.
More on Nexalab’s blog: How Businesses Encounter Loyalty Issues Related to Customer Relationship Management?
Conclusion
Implementing effective customer relationship management strategies is crucial for any managed service provider looking to thrive in today’s competitive landscape.
Remember, the key to successful CRM is to view it not just as a set of tools or strategies, but as a fundamental part of your business philosophy. It’s about building genuine, long-lasting relationships with your clients.
Investing in CRM software is a smart move for any business looking to improve sales, marketing, and customer service. But to get the most out of your CRM, it needs to work with your other tools.
Nexalab’s App Integration Services can help you connect your CRM with other essential platforms, like PSA software, for example. This means you get a complete view of your customer data, automate repetitive tasks, and personalise your customer interactions. It’s a solution that helps you get the most out of your CRM investment. Contact Nexalab today to explore how App Fusion can drive your business forward.
