Nexa Lab Blog – Proper relations with customers is key to business success, more so in the highly competitive managed services business. Learn how to maintain customer relationship succesfully through our guide below.

It’s more than just about the service; it’s building lasting partnerships that will stand the test of time and technology.

Let’s face the fact: customer churn in our industry can be painful.

One day you are raising your glass to the completion of a project; the next, you are racking your brains to determine why a long-term client is shopping elsewhere.

That’s so stressful, right?

We get it. These are real pain points that cost us many a good night’s sleep. We understand, and you don’t need to lose too much sleep over it.

Now, let’s get right into some practical strategies with CRM that can be game-changers for your MSP business.

However, before moving on to the tips, just refreshing our memory a bit regarding what customer relationships are and the distinction between good and bad customer relationship strategy.

What Good Customer Relationships Are?

Good customer relationships are like a well-oiled machine. They’re smooth, efficient, and provide value for both parties.

For us as MSPs, it means understanding our customers’ needs, anticipating their challenges, and being there when they need us most.

It’s about being more than just a service provider.

You should aim to be trusted advisors and partners in our customers’ success.

Let’s imagine a scenario when a client calls you in a panic because their entire system went down.

Rather than just fixing the immediate issue, a good customer relationship strategy would involve addressing the root cause of the problem, providing proactive solutions to prevent future issues, and communicating transparently throughout the process.

This approach not only resolves the current issue but also builds trust and loyalty with the customer for long-term success.

Great customer relationships are built upon mutual respect and understanding.

They shine with open and honest communication, where every contact counts.

Proactive problem-solving keeps everything humming along smoothly; shared goals and objectives give a sense of teamwork in working towards their attainment. Flexibility and adaptability will help both parties ride out changes.

When all these elements are combined in the right way, they provide an unshakeable foundation for a lasting partnership.

More on Nexalab’s blog: How Businesses Encounter Loyalty Issues Related to Customer Relationship Management?

Why Maintaining Customer Relationships Is Important for Business?

Why should we care so much about customer relationships? Well, let me tell you a story.

Let’s say you had a customer who’d been with you for years.

They maybe weren’t your biggest account, but they were loyal. When they suddenly faced rapid growth, they turned to you first.

Why? Because you built a relationship of trust over time.

Maintaining strong customer relationships increases customer retention, boosts word-of-mouth referrals, improves customer satisfaction, and provides valuable feedback for our services.

This method creates a huge scope for up-sell and cross-sell. It enhances your credibility in the industry and makes you a name to be trusted.

At the very same time, it helps in lowering customer acquisition costs and saves money for you. By increasing the lifetime value of your customers, you are assured of long-term success.

Moreover, it offers you stability during economic downturns and enables your business to weather the challenges effectively.

In essence, it’s the foundation of your business growth and sustainability.

It’s not just about keeping customers; it’s about creating advocates for our brand who will stand by us through thick and thin.

5 Tips to Maintain A Good Customer Relationship

Now, let’s dive into the nitty-gritty. How can we, as MSP business owners, maintain good customer relationships? Here are 5 of the most important tips according to Sales-i

Tips 1: Understand Your Customers

First things first, we need to know our clients inside out.

This means regularly conducting customer surveys, analysing customer data and behaviour, keeping track of their business goals and challenges, and staying updated on their industry trends.

We should create detailed customer profiles and anticipate future needs based on their growth trajectory.

Remember, knowledge is power. The more you understand your customers, the better you can serve them.

Let’s say you had a customer who was hesitant to upgrade their systems. You can easily demonstrate how the upgrade would support their growth if you understand their business models and future plans.

With this understanding, you can make your clients not only agree to the upgrade but also expand your other services.

Tips 2: Implement Effective Communication Strategies

Communication is key in any relationship, and business is no exception.

You should use clear, jargon-free language, be proactive in updates and notifications, offer multiple channels of communication, and listen actively and respond promptly.

Providing regular progress reports, scheduling face-to-face meetings (virtual or in-person), and developing a communication plan for each customer can greatly enhance our relationships.

Tips 3: Provide Exceptional Customer Service

Exceptional service should be your bread and butter.

It’s what sets you apart from the competition. You should respond to queries and issues promptly, go above and beyond when solving problems, offer personalised solutions, and follow up after service delivery.

Implementing a comprehensive ticketing system, providing 24/7 support for critical issues, offering training and resources to empower customers, and regularly reviewing and improving our service standards are all crucial steps.

You should have the level of dedication that builds lasting relationships. It shows your customers that you’re not just service providers, but true partners in their success.

Tips 4: Build Trust and Loyalty

Trust is the foundation of any strong relationship.

You can build it by being transparent about our processes and pricing, admitting mistakes and taking responsibility, consistently delivering on our promises, and showing appreciation for their business.

Provide your clients with regular security audits and reports. You can also be proactive in identifying and addressing potential issues.

Don’t be afraid to offer guarantees or service level agreements (SLAs). Lastly, sharing case studies and success stories can all contribute to building trust.

Loyalty programs, exclusive offers, and personalised services can also help foster long-term relationships.

Consider implementing a tiered loyalty program that rewards long-term customers with additional services or priority support. This not only encourages loyalty but also shows our appreciation for their continued business.

Tips 5: Keep an Open Line of Communication

Open communication is crucial. You should schedule regular check-ins with customers, encourage feedback (both positive and negative), be accessible and responsive, and share industry insights and helpful tips.

Using a customer portal for easy access to information, providing a dedicated account manager for key customers, hosting webinars or information sessions on relevant topics, and creating a newsletter with valuable content for customers can all help maintain open lines of communication.

Remember, it’s not just about solving problems; it’s about being a valuable resource for your clients. It strengthens your position as an indispensable business partner by providing ongoing value.

More on Nexalab’s blog: 10 Powerful Customer Relationship Management Strategy Examples for MSPs

Conclusion

Maintaining customer relationships is an ongoing process that requires dedication, understanding, and consistent effort. As MSP business owners, you are not just providing a service; you’re building partnerships that stand the test of time.

At the end of the day, business is about people. So let’s focus on building those relationships, one customer at a time. After all, how we maintain customer relationships today will determine our success tomorrow. It’s not just about keeping customers; it’s about creating a network of satisfied partners who grow alongside us.

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.