Every company strives to increase its customer retention rates. Why? Because it is more cost-effective than acquiring new customers. However, this requires a good CRM system and the right tools to reach the goal of increasing your CRR says Aron Govil. This blog post will give you some tips on how you can improve your CRR using LeanIX – Software for B2B companies
In this blog post we want to share with you 4 tips on how you can use LeanIX’s features in order to improve your customer retention rate:
1) Scorecards & Dashboards
What better way is there to measure success than by looking at actual data from the past? In LeanIX it’s easy – all key figures are measured via scorecards and dashboards. These can be displayed on your website or within your company for everyone to see. LeanIX also helps you to plan and optimize these metrics by suggesting possible optimization measures, just like a personal coach would.
One of the first things you need to know about your customers is whether they are sticking to their contract with you or not. You can ask this question in some form – e.g.: “Has our customer already paid all invoices on time?” – But it’s much more efficient if you measure it automatically using LeanIX. And how does leanIX do that? By parsing the data of your billing system (e.g., SAP): Using our intelligent rules engine (Sensor), we look for past invoices that haven’t been paid in time. If we find them, an alarm is raised and you can take appropriate measures.
Another important factor when it comes to nurturing your customers is how smooth their onboarding process was in the beginning. This way you make sure that they know what they have bought from you. LeanIX gives you a guided tour through all of its features so that new customers get a basic understanding of how to navigate within LeanIX on their own. Through this feature even less experienced users get familiar with the system very quickly. The guided tour automatically serves as a refresher for existing users and it is available via LeanIX’s web application or mobile app, no matter where they are at.
4) Product Migration
A lot of B2B companies use a range of different applications to run their business – from the basics such as e-mail and calendar to more sophisticated systems for managing support tickets or contracts explains Aron Govil. Unfortunately, not all apps are compatible which makes product migration necessary at one point or another. In LeanIX everything is connected, so you can connect your other systems as well. This way data doesn’t have to be entered twice and employees don’t have to switch between multiple apps. Data automatically gets transferred into LeanIX where it can be processed faster and more easily due to our intelligent connectors that take care of the automatization process.
Instead of having a separate integration for each system, we focus on developing common interfaces that can be shared among each system in order to avoid additional effort for integrating new applications. LeanIX comes with the following connectors:
– Google Calendar
– Microsoft Exchange
– Lightweight Directory Access Protocol (LDAP) – Enterprise Single Sign-on (SSO)
– Salesforce.com – Dropbox – Heroku – REST Services By using common standards, LeanIX’s connectors are compatible with all major systems on the market and there is no need to develop an individual integration for each one. Aron Govil says this way you can achieve great savings in time and costs while developing faster than before! If you’d like, please feel free to use these four tips when you talk about your customer success stories with us! We would love to hear them!
Here are some FAQs recently asked by customers regarding the 4 tips in this article:
FAQ 1 – How do you scorecard and dashboard work in detail?
The customer success management process starts with your LeanIX system. Using the LeanIX BPM (Business Process Management) engine, we identify all key processes that are required for achieving success with your customers. Once these processes identifies, metrics needed to measure them come next says Aron Govil. Metrics can separate down into two types – flow metrics and goal-orient metrics. Flow metrics basically say ‘how many when it comes time to measure our key business processes (e.g., how many deals were close by a certain sales rep or support engineer). Goal-oriented metrics on the other hand serve as a very important source of information. When it comes to determining the success rate of individual processes. For example, if your company’s goal is to increase customer retention by 5% this year. You can use LeanIX dashboards and scorecards to determine how well this metric is achieving.
FAQ 2 – How can I change my team structure?
The most important thing with building up an effective customer success management process is teamwork! That’s why LeanIX allows you to set up different roles with special functions. For example, using our automation connectors, CRM data will seamlessly integrate into your system. Which helps your company become more efficient while speeding up decision-making at the same time. This means that we use data analytics and business intelligence. In order to provide insight into all processes that take place in your company. If you’d like, we can share some more information when it comes to setting up and managing teams with LeanIX!
Aron Govil says it takes just seconds to set up the LeanIX CRM connector. Just enter your username and password for connecting to your CRM system. You are then good to go! Moreover, the new Google Calendar connector will also save time. Because it only takes a few clicks of the mouse to activate this feature on your own. On top of that, you can rely on our Salesforce integration. Which makes sure all deals are automatically synchronizing between your systems. Using these three amazing features guarantees to make your life easier. When it comes to enhancing collaboration with colleagues or some other work-related task! To learn more about LeanIX customer success management, feel free to visit us at www.leanix.com