submit query
Loader

Please fill with your details

  • # #

Go4customer Blog

SignInSignUp

Customer Retention Metrics A Deep Insight Into Relationship Marketing

Posted by Varsha Bhagchandani
Relationship-Marketing-BPO

The economics of customer retention is mainly based on generating synergies between an organization and its consumers. The strategy enables a business to make better decisions by increasing user alignment with its products and services. 

According to the marketing guru, Philips Kotler, businesses on an average lose approximately 20% of customers on an annual basis by failing to retain its existing users. This, in turn, costs them staggering sales and revenues.

Let’s dig a little deeper to understand how an outbound call center is leveraging this approach to cement its client’s relationship with the valued customers:

Most of the business processes outsourcing units are tactically using the customer retention marketing approach to gain insights into the user purchasing behavior. A successful retention strategy commences with developing primary contact with the existing consumers and continues throughout the lifetime of a brand.

While an inbound call center focuses on developing multiple strategies to reach prospects, an outbound contact center unit taps existing customers to cement long-term relations. The core idea behind reducing user defections is the conviction that a one-time consumer is not sufficient to fuel the continual growth of an organization. According to research conducted by the Gartner Group, a nearly 5% increase in consumer retention can surge business profits between 25% and 125%.

To actively engage customers across a wide array of channels, contact centers adopt the following strategies:

Exceptional Customer Service: By moving a client’s product/service into the realm of unparalleled support to each and every user, a third-party service provide ensures repeated sales. The key facets of this aspect include immediate customer response, zero defects, as well as consistent and on-time delivery.

Promoting Loyalty with Special Offers/Programs: This is considered as one of the important instruments for winning valued customers. Some of the common loyalty programs used by a service provider for retaining customers are:

1. Awarding monetary/non-monetary loyalty points 

2. Offering loyalty credits proportional to the amount spent 

3.  Selling gift cards to valued and esteemed customers

4. Loyalty punches for purchasing specific items in the store

Frequent Communications: Another important facet of creating better synergies with customers is using a rolling calendar to regularly keep in touch with them. This includes a programmed sequence of phone calls, letters, special offers, emails, cards or personal notes, and frequent follow-ups.

To conclude, the benefits of consumer retention have been observed to compound over time by incessantly multiplying users. This results in the long-term profitability and growth of an organization.


Related Blogs

Write for us
Contact Us

Enter the details & we will contact you shortly!

  • #

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive...

BSNL Augmented Business Performances with Go4customer

Bharat Sanchar Nigam Limited (BSNL) started its operation and installed...

Click here to read

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to read
Subscribe
Get the latest blog in your Inbox!

# #

Delivered by FeedBurner

CATEGORIES

 

RECENT POST

REGISTERED AUTHORS

 

ARCHIVE

 

LEARN MORE

 

Call Center in India Advantages

Highly trained and skilled professionals

Highly trained and skilled professionals
Expertise in technology

Expertise in technology
Enables 24*7 customer support

Enables 24*7 customer support
Preferred destination for outsourcing

Preferred destination for outsourcing
Cost-effective customer support

Cost-effective customer support
Modernized Infrastructure and technology

Modernized Infrastructure and technology

Next-Gen BPO Services: Transforming Call Center Operations in India

Discover top-tier BPO services at Go4customer, where we reshape call center outsourcing to fuel your business expansion. Our call center in India mixes high-tech AI with the insights from data to make sure all of our training is top-notch and to offer broad 360° customer support and call center services. Join us and build customer relationships grounded in trust and top-class service experiences.

Download Call Center
Brochure Download Button

Copyright © 2025 All rights Reserved at Cyfuture India Pvt. Ltd.