Your current customers are your most profitable growth channel. Keeping them, and growing what they buy, costs far less than winning new accounts and builds a real competitive advantage. Short lead times and years of experience are now just the ticket to the game. We help you stand out where it matters to your customers: being easy to find, easy to work with and easy to buy from, whether they search Google, ask an AI tool or call your inside sales team. The result is loyal customers and a higher lifetime value for every account.
There are three main reasons to invest in managing, and keeping, your current customers.
Competitors are constantly prospecting since Industrial Manufacturing in the United States grows in single digits.
A customer with a high level of allegiance shares a deeper and emotional connection to your team. If so, the customer is a perfect ‘prospect’ as well. They would be open to Up-Selling opportunities or introduce you to a peer in a different department to expose Cross-selling opportunities
A happy customer may be amenable to provide a glowing testimonial. In this ‘always on’ world, it helps build your online credibility to prospects who may know little about you. Feedback from peers is proven to be an important criterion in a decision-making process when it comes to working with a partner like your company.
We think there are three types of customers:
Loves your company!
Convenient, no time or priority to look for alternative, content with you
Commodity, looking for the lowest price from a vendor like you
Your customers' buyers and engineers are doing more with less time, and more of their research now happens on their own: in Google, in AI tools like ChatGPT and Copilot, and in their inbox. That makes it critical to keep their experience with you simple and predictable by making it...
Our primary objective with customer retention in the industrial manufacturing industry is to build a deeper relationship by increasing your customer’s trust in you. This mission is accomplished by two things:
On-going communications about the current relationship
Validate decision to work with you and your team
We advocate a ‘give to get’ mentality. In other words, we like to educate your end-customers and find new and innovative ways to help them be better at their job within the context of your relationship. This enables our clients to be positioned as trusted and credible partners, not vendors.
Customer service in manufacturing is critical to transforming apathetic and acquiescent customers into advocates and make your advocates feel like a valued part of your team. The type of personalized service that people have come to know and expect from today’s instant-communication world is an area where we can help you excel.
We believe manufacturing customer management is critical to keeping current customers happy and fostering a relationship to turn potential customers into repeat clients. With StratMg on your team, we’ll provide you with strategies to position you as a trusted leader, a valued partner, and a company your clients can’t live without.
In today’s society where instant gratification and production on demand is the norm, it’s critical to create a system that keeps your customers loyal and returning for continued sales and up-selling opportunities. This is why we focus on customer service in manufacturing.
Manufacturing customer management dials in on making the buying journey as easy as possible. With our methods, we make sure you are easy to find, easy to work with, and easy to purchase from – creating a smooth customer service experience that fosters a sense of partnership and trust. The deeper the level of trust between you and your customers, the more likely they are to become repeat clients and advocates of your company.
Our email marketing and teleservices programs put this into practice, keeping you in touch with customers between orders and surfacing new needs early.
Our approach can be summarized in two specific stages.
Assess
In the assess stage, we establish a baseline and get a perspective on the current lay of the land as it relates to your existing customer-base.
Categorize each customer
Calculate the Life-Time Value for each customer using metrics like deal size, order frequency, tenure of the customer, etc. to allocate retention efforts across the ideal customers
Identify a propensity to detect and deploy a Net Promoter Score survey to map each customer to three distinct categories - Allegiant, Acquiescent & Apathetic customers
Advance
Once we have a baseline, the Advance stage moves customers toward becoming Advocates. We use email nurture and retention programs built on marketing automation, with AI-assisted segmentation and personalization, plus teleservices check-ins for key accounts. Every touchpoint is tracked and scored, so you know which customers are warming up and which are at risk.
Escalate the Apathetic & Acquiescent to Advocates
Demonstrate for Apathetic Customers a differentiated value, connect similar customers, etc.
Develop for Acquiescent Customers a deeper relationship via personalization, and finding unique ways to recognize and appreciate them
Prioritize Advocates and find ways to make them feel ‘special.’ For instance, shorter lead time, direct access to engineering, innovate around their core needs and wants, etc.
