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Relationship Manager's 'People Alerts' Helps Improve Customer Retention Rates

Cloud CRM Featured Article Archive

January 11, 2013

Relationship Manager's 'People Alerts' Helps Improve Customer Retention Rates

By Mini Swamy, TMCnet Contributor

When your smartphone or computer starts behaving weirdly, you know something is wrong, and the faster you set it right, the better for you and your device. This same analogy holds true even in organizations, where it's better to listen to alerts and act on them before customer churn sets in.


That's exactly InsideView's line of thinking, and that's why it refurbished its Relationship Manager, designed specifically for the needs of customer success and strategic account professionals, with a new functionality, People Alerts, which helps account managers improve customer retention rates.

Alerts are delivered to account managers via e-mail in their CRM system and in the InsideView account profile, automating the monitoring of customers and acting as early warning indicators about personnel changes.

The new functionality keeps track of changes within target accounts that could happen on account of resignations or new employees joining the company, and provides a complete view of staff changes to account managers, enabling them to stay abreast of key organizational changes.

With the aid of such customer intelligence, account managers can identify connections to key decision makers, anticipate account changes, develop plans for account retention, build stronger relationships and also find opportunities to grow accounts.

“Up to 30 percent of accounts that are lost are the result of organizational changes or the loss of an internal sponsor,” said Umberto Milletti, CEO at InsideView, while commenting on the high cost of customer churn especially in SaaS (News - Alert) or the subscription business.

Milletti observed that existing accounts were more profitable than new ones and stressed that nurturing and growing each account was paramount to business success.

Mikael Blaisdell, publisher/analyst of the HotLine Magazine, confirmed Milletti's views and noted that disconnection, the loss of the relationship with the customer's decision maker, is a prime cause for customer churn, and also indicated how important it was for SaaS vendors to keep in tune with their customers.

Relationship Manager is stated to provide several benefits for companies looking to increase customer retention and revenue and the addition of the new functionality will serve to reinforce this.

InsideView, the only sales intelligence solution that helps sales executives get in the door and win once they're in, was recently named an SIIA CODiE Awards finalist for the Best Sales & Marketing Intelligence Solution. The recognition highlights the ability of InsideView to increase revenue by enabling sales teams to discover new sales opportunities, accelerate the sales process and grow existing accounts.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rachel Ramsey





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