This blog post is right on point.
"Now imagine if a firm were able to build a relationship with a prospect during their research phase, or engage with a customer before their purchase problem reaches the breaking point? This is what online communities offer: a way to break the cycle of mis-timed outreach and catch-up customer care. Community offers a powerful way to move the buyer’s experience from episodic chaos to a more consistent, confidence-inspiring and customer satisfaction-building trip.”
“Customer retention is the outcome of the three prior phases. It’s the desired end state for customer relationships — Gartner Group states 80% of your company’s future revenue will come from just 20% of your existing customers. What firm doesn’t want to create customers for life as part of their overall strategy?"
And I love the third sentence! “Eureka!"
Enjoy the read,
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