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5 Steps: How to Unleash Your CRM's Retention Superpowers

11/27/2024

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By: Kathy Kent Toney, CEO & Founder, Kent Solutions
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Image by diana.grytsku on Freepik

Acquiring new customers? Check. But are you accidentally ignoring the most significant revenue generators right under your nose? We're talking about your existing customers—the ones who stick around, keep buying and fuel sustainable growth.

It's a no-brainer to prioritize keeping them satisfied and loyal. The secret to making it happen? Leveraging your CRM to build a killer customer retention strategy that will put a stop to ignoring your CRM's potential.

1. The Metrics That Matter for Retention

Your CRM is a goldmine of data that can reveal powerful customer retention insights. Monitor metrics like purchase frequency, engagement levels across channels, sentiment scores, and other behaviors closely to set benchmarks and goals for your most crucial retention KPIs. Based on changing patterns, you can even identify customers at high risk of churning, giving you a chance to course-correct.

2. Mapping the Customer Journey (Again)

With those CRM insights, you can build incredibly detailed customer journey maps. But this time, you're looking for potential gaps or pain points that could drive customers to seek greener pastures elsewhere. Optimize and smooth over every touchpoint and process to ensure a consistently delightful experience.

3. Deploying Retention Plays from Your CRM

Armed with rich customer data from your CRM, you can execute smart retention tactics and campaigns with surgical precision—design automated win-back workflows when engagement drops.

For instance, if a customer hasn't made a purchase in a while, you can automatically send them a personalized offer to entice them back. Roll out loyalty programs with tailored incentives, such as offering exclusive discounts to long-term customers. Strike while the iron's hot by capitalizing on milestones and triggers for timely retention outreach, like sending a personalized thank you note after a customer's first purchase.

4. Encouraging Expansion Revenue

Don't just stop at preventing churn—there's a world of potential growth in your existing customer base. Encourage them to expand their investment in your products and services over time. Your CRM data can uncover prime cross-sell and upsell opportunities. Surface new solutions that'll bring additional value, and deploy targeted campaigns to boost lifetime customer value.

5. The Human Factor in CRM Retention

Of course, technology alone won't nurture lasting customer relationships. CRM platforms also empower your team to deliver delightfully personalized human service at scale. Identify your biggest advocates and cheerleaders, then enlist them as retention champions. Never underestimate how sincere one-on-one interactions supercharge stickiness.

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Let's face it: your CRM is an unmatched asset for mastering customer retention and optimizing recurring revenue streams. It houses invaluable data that enables understanding behaviors, mapping seamless journeys, and proactively nurturing relationships with the experiences and values your customers crave. Don't squander this goldmine—unleash its power with best practices to cultivate lasting loyalty!

Speaking of mastering customer retention, wouldn't it be nice to know what NOT to do with your CRM? Avoiding common CRM pitfalls is critical for effective customer retention.
Intrigued?
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Then grab our freebie checklist, "The Top 10 CRM Mistakes to Avoid (And How to Fix Them)," to help you steer clear of roadblocks sabotaging your strategy!  
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How to Stay Stress-Free During the Holiday Hustle

11/22/2024

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By: Kathy Kent Toney, CEO of Kent Business Solutions
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Image by marymarkevich on Freepik
'Tis the season to be jolly..." goes the old familiar carol. However, that rarely resembles reality, which is often jam-packed schedules, family drama, and immense stress for many.

While Christmas songs preach "peace on earth," many people frequently experience chaos, loneliness, and feeling totally overwhelmed. Family tensions can get exacerbated, and those without a strong support system can feel extremely isolated. And with a million extra events, your already overstuffed plate threatens to topple over.

So, how can you make it through the festive frenzy relatively unscathed? I've got just the strategy for you!

1. Schedule Mandatory You-Time

Taking time for yourself is especially crucial for the overscheduled and those navigating rocky relationships. We often deny ourselves true downtime, convincing ourselves it's an unaffordable luxury. But carving out solo recharge rituals, whether it's a quiet morning coffee, a workout class, or just putting your phone down for sanity's sake, can be a sweet respite from the chaos surrounding us.

2. Use Breathing Exercises

Let me introduce you to the stress-busting power of Coherent Breathing. It's a method of deep, controlled breathing patterns that involves inhaling for six counts and then exhaling for six counts in a rhythmic, slow pattern that physiologically calms your nervous system. If that's not your thing, any form of focused breathing helps clear your headspace.

3. Proactively Practice Gratitude

Consciously practicing gratitude isn't always easy, but when done on a regular basis, it can be transformational, especially for those struggling with loneliness. When I'm feeling isolated or melancholy, actively listing things I'm thankful for rewires my brain towards optimism. It's not about faking bliss, it's about building a muscle that gets stronger with conscious effort, empowering you to steer your emotions in a positive direction.


The holidays will always bring some version of a rollercoaster ride. But adopting simple routines to prioritize your mental/emotional well-being can be a game-changer. Remember, you can reclaim your peace of mind during the holidays, and there's hope in that.

# # #

The seasonal hustle often mirrors the year-round juggling act of managing sales and marketing priorities. If you're drowning in fragmented processes and disconnected data, prioritize your sanity, too!

Book a 15-minute call, and I'll guide you toward optimizing (or reimagining) your CRM solution. With a unified system automating workflows and facilitating stellar customer experiences, you can say goodbye to frenzied chaos.

Book a call today!
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The 4-Step Blueprint for Marketing Automation Success

11/14/2024

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By: Kathy Kent Toney, CEO & Founder, Kent Solutions
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Feeling overwhelmed by a never-ending list of marketing tasks?

Think about all the repetitive, time-sucking tasks bogging down your marketing team daily—manually creating email campaigns and social posts, entering lead data from forms and events, and updating and segmenting contact lists across different systems. It's a never-ending cycle of inefficient processes that beg for human errors and missed opportunities.

What if we told you could streamline your processes, boost productivity, and drive better results - all without cloning yourself? We're talking about the magic of automation, how it can skyrocket your marketing efforts to new heights.

1. Your Automation Potential Goldmine

So many of these tasks are prime for automation, which can save significant time and costs. Start by pinpointing repetitive, rules-based, or trigger-driven processes like social scheduling, email nurture sequences, lead enrichment, and list segmentation. Then, prioritize high-impact opportunities based on frequency, time-savings projections, and ROI potential. By doing so, you'll be making prudent decisions that can lead to substantial cost savings. Build your automation roadmap accordingly.

2. Leveraging Your Marketing Tech Stack

Audit existing tools like your CRM, email platform, and social media manager—they likely offer powerful automation capabilities ready to unlock. When integrated cohesively, you can create cross-channel automated workflows. Evaluate whether dedicated new solutions are also needed to streamline processes fully.

3. Walking Before Running: Start with the Essentials

Focus automation efforts first on critical areas like email campaigns, lead routing, and social media posting. These high-volume workflows are lower-risk starting points. By starting with the essentials, you'll be guided on a clear path to success. Test and optimize as you roll out automation iteratively before gradually scaling further based on performance data.

4. Soaring Beyond: Advanced Automation Strategies

Once comfortable, explore more sophisticated use cases, such as dynamic content personalization (tailoring content based on user behavior), multi-touch nurtures (engaging leads through multiple touchpoints), predictive segmentation models (using data to predict customer behavior), and AI-powered adaptive experiences (using AI to personalize user experiences). Stay on top of emerging trends to continually future-proof your marketing automation capabilities.

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The benefits of strategic automation are immense—from productivity gains to cost savings to elevated customer experiences. But prioritize quick wins first before progressing to advanced strategies. Start simplifying workloads now to unlock more time for high-impact efforts!

Speaking of simplifying work, are you tired of being a marketing machine stuck in the daily grind?   

Then download our free infographic, Seven Steps to Simplify Your Marketing with Automation, which gives you a roadmap to start automating tedious tasks and processes today. With easy-to-follow steps, you'll learn how to streamline workflows, boost productivity, and drive better results, all while freeing up time to focus on the high-impact projects that really move the needle.
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Tired of spinning your wheels on busywork? Then grab this must-have infographic and start harnessing the power of automation to 10X your marketing team's output!
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Download your freebie today!
7 Steps to Simply Your Marketing Automation


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5 Ways to Keep Your Buyers Engaged Across Every Touchpoint

11/7/2024

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By: Kathy Kent Toney, CEO & Founder, Kent Solutions
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Admit it: we've all been there before. You're browsing a brand's website, intrigued by their offering. Then, you follow them on social media and start seeing their ads everywhere. Excellent, this company is really putting itself out there!

But as soon as you engage with their chatbot or send an email inquiry, it's like they have no clue who you are or what you're interested in. The messaging is entirely disjointed from the other touchpoints you've experienced, leaving you feeling frustrated and undervalued.

That jarring, fragmented customer experience is a surefire way to get ghosted by your audience in today's crowded market. With endless choices at their fingertips, consumers expect cohesive, relevant engagements no matter where or how they interact with your brand.

So, let's explore how you can ensure your customers leave their experience with you with a smile on their faces:

1. The Pivotal Role of Your CRM

Fortunately, with the right strategy and tools, delivering a seamless, omnichannel customer experience is possible. At the core is your CRM system, which acts as the centralized hub where all customer data and touchpoints are integrated.
By leveraging that unified data, you can ensure that every engagement is personalized and contextual. No more disjointed convos that make customers feel like just another number! Your CRM empowers reps to pick up wherever the last interaction left off, giving you the control and confidence in your customer interactions.

2. Marketing Automation: The Secret Weapon

Of course, your CRM needs to have robust marketing automation capabilities. With automated workflows spanning channels like email, social media, and the website, you can deliver timely messaging tailored to each customer's preferences and behaviors.

3. Mapping the Customer Journey

As you map out the full customer journey, from initial awareness to loyalty and advocacy, it's critical to maintain consistency. Your brand voice, visual identity, and core value proposition should remain cohesive no matter the channel. Disjointed messaging and aesthetics just create confusion.

4. Data-Driven Optimization

By tapping into metrics around engagement, conversion rates, and overall customer satisfaction, you can pinpoint friction areas in the experience. This data-driven approach reassures you that you're making informed decisions to enhance your customer journey.

5. Consistency is King: Branding and Messaging

The final piece of the puzzle is maintaining consistent branding and messaging across all channels. Your brand voice, visual identity, and core value proposition should remain cohesive whether customers interact with you on social media, your website, or through customer service. Disjointed messaging and aesthetics just create confusion and erode trust.

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Ultimately, creating an exceptional omnichannel experience requires an integrated, perpetual approach that leverages your tech stack. But the payoff—increased loyalty, retention, and customer lifetime value—is well worth the effort.

Are you still unsure about harmonizing your brand's multi-channel presence? If you are, I have just the deal for you! I'm offering 15-minute strategy calls to help you personalize your approach and tech setup. Book a time to get expert guidance crafting seamless customer journeys!
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With the right tools and mindset, you can foster cohesive engagements that keep modern buyers interested and coming back for more. What are you waiting for?
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