Simplifying a customer retention strategy for small clients!

1. Customer Retention Strategy, simplified!
NurtureConvertReach
How do we reach and
get customers?
Where & how do we
store customers’ data
and convert into sales
How can we retain
customers and sell
more.

2. Reach: How do we get leads
CRMToolCampaigns
Website
Customer views our ad through
search, social, display, SEO,
email marketing, etc. and click
to visit our website or landing
page.
Website or landing page has a
contact us, form, etc.
Also customer can directly visit
our website or landing page and
fill up for inquiry.
This is where all the leads or
inquiries stored.
Also leads can be uploaded
directly here.
Customers Interactions & MarketingActivities InternalTeam

3. Convert: how to convert, a defined process!
CRM Manager Sales Rep
Convert
?
Lead Status
Final
Status
All leads are stored in
the CRM system.
All leads assigned to an
individual sales rep.
Sales rep takes an action
Manager will have full-
view of all the leads and
assign leads to respective
sales reps from there.
Manager can upload or
create leads manually
Lead
NO
Contact
YES
Account
Potential
Potential
Status
Quote
Negotiation
LOST
WON
Next Steps & Follow
up
Sales reps will take an
action on the assigned
leads and do necessary
steps before moving to a
next step.
Sales rep updates the status of the
leads. E.g. Contacted, Junk Lead, etc.
Based on lead
status, sales rep
converts the
lead into
contact,
accounts or
potential
Sales rep creates potential and update the potential status and next
step and follow till the final status.
LEADS OPPORTUNITY SALES
Sales & Revenue

4. Nurture: How to retain clients
General or
Personal
Interaction with
Customer
UpsellCross-sell
A cross-sell is to get the
customer to spend more money
buy adding more products from
other categories than the
product being viewed or
purchased.
An upsell is to get the customer
to spend more money – buy a
more expensive model of the
same type of product, or add
features / warranties that relate
to the product in question.
Birthday wishes, festival
festivals, etc. via email

5. Thank you!