Build Long-Term Relations with Clients
In today’s highly competitive world, especially in the software development industry, building long-term relationships with clients is more important than ever. A Harvard Business Review study shows that the cost of acquiring new customers is between 5% and 25% higher than the cost to retain existing ones. Additionally, increase in the client retention rate leads to higher profit.
At Melon we believe that the best way to build long-lasting relationships with clients is to aim for beyond-one-time projects and deliver value on a continuing basis. Of course, there is no strict formula for customer retention, but there are several simple steps to create solid foundation for continuing partnerships that are beneficial for both clients and businesses.
Understand Our Clients’ Needs
The best way to deliver a high-quality service is to understand what our clients need. This means dedicating time and efforts to actively listen to their concerns, understanding their business objectives, and identifying areas where our services can help them achieve their goals.
In order to gather all these, we need to communicate. Communication is a two-way process. Not only the client will share their requests and concerns, but we will also keep them well informed about any updates or changes, as well as any new products or services that can provide better opportunities.
Remember to ask for feedback. This means that we actually care about the clients’ needs. Implementing the feedback will prove us to be a trustworthy and caring software development partners.
We are a people-oriented company. This goes both for our team-mates and our clients. And it’s not only words. We believe that providing excellent customer support is crucial when building long-term relationships with our customers. Being available, responsive, competent, and reliable to address any question or concern they may have leads to more efficient solutions.
For us, it is equally important to continue providing customer support after the project is delivered. Clients may encounter issues long after the implementation stage. Or require updates and new features. Being available and responsive when they need assistance shows commitment and can go a long way in building strong relationships. Providing consistent and reliable support establishes trust and loyalty and differentiates us from the competitors that may not offer the same level of service.
Being proactive is essential when building long-term relationship. Anticipating their needs and providing solutions before they even ask shows that we are invested in their success and committed to delivering exceptional services.
We, at Melon, think that being proactive however extends beyond just addressing clients’ needs. It is also important to share guidance and industry knowledge that can help our clients be well informed. By sharing the latest trends, technologies and best practices we demonstrate our commitment to our clients’ long-term success and provide them value beyond just software development services.
By understanding our client's needs, communicating regularly, providing excellent customer support, offering personalized solutions, and being proactive we build strong and lasting relationships with our clients that can enhance our business for years to come.
Even though there is no formula for a successful partnership, we have managed to build our relationships based on our core values – Be smart, be nice and make things happen.