Quote:
Originally Posted by Steve-Hostirian
Yes, it works both ways. And you don't always have to be rude to lose an existing client - you can just become complacent and expect the re-order, rather than earning it. Customer loyalty is an earned attribute.
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Steve:
You do make a good point indeed. I find this especially true with the web hosting industry. If you are not there to answering questions, while they maybe happy with their first purchase, they could take their second purchase somewhere else.
A perfect example of why smaller companies need CRM so they can set a fixed interval to remind them to contact a customer to see how everyting is going and if they have any current or upcoming needs.
When it comes to sales I like to follow up with clients after 1 week of having service, 30 days after service, 90 days, and then every 90 days after that. While it may seem like a lot of work the customer really appreciates it. Plus, it increases sales.