You have an excellent product that stands apart in your market. Conversion metrics are looking good and your business clearly has a solid handle on turning leads into paying customers. But once you win those customers, are you doing a good job of keeping them around?
Enter customer retention.
Customer retention refers to the actions a company takes to reduce the number of customer defections. It begins the moment a customer interacts with a company and continues throughout the lifetime of the relationship. Every service, product and interaction accumulates to determine the status of the relationship.
While customer retention is a critical metric for any business endeavor, it is especially important for subscription businesses relying on recurring revenue. Retaining the customer base you already have promotes sustainable growth. In fact, some say that customer retention is even more beneficial to a company’s financial health than new business.
Thanks to ever-evolving technology, rising customer expectations, and easy access to other options, maintaining customers is more challenging than ever and requires an all-encompassing, strategic approach.
Proof is in the numbers.
According to research from Harvard Business School, increasing customer retention rates by 5% increases profits by 25% – 95%. Managed properly, that is a huge return on investment. Finally, the likelihood of converting an existing customer into a repeat customer is 60% – 70%, while the probability of converting a new lead is 5% – 20%, at best. Whether you’re looking to grow your customer base by winning new deals or add new offerings to your existing portfolio, customer retention is just as important as these new initiatives.
In response to these glaring statistics, providing a more personalized and seamless user experience is the new approach that many Communications and Technology service providers are adopting. By combining billing, agile reporting, customized support, and a self-service customer portal, we’re creating a toolkit to provide your base with a better customer experience. Our sophisticated, quote-to-cash billing platform is helping businesses, like yours, grow by more than double the industry average by improving customer service, reducing churn, and increasing retention.
Why better billing should matter to you.
When you’re working hard to retain customers, but still noticing a gap in your revenue, there’s a good chance that revenue leakage is the problem. By overlooking or missing monthly recurring payments, you are creating involuntary churn – ouch.
With a strategic billing partner, you can make decisions with confidence, reduce errors, and manage customers, devices, and payments. Rev.io can help you provide a simplified onboarding experience, improve customer support, and reduce churn. We enable solutions providers to bill for any recurring, metered, or one-time service.
Whether you’re losing a customer to a competitor, or simply lack the customer service necessary to maintain happy customers, we can help. Streamline and automate the entire customer experience with Rev.io. To learn more, schedule a demo or contact us today.