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Meramedicare
This document discusses strategies for increasing customer retention in pharmaceutical businesses. It emphasizes that retaining existing customers is more cost effective than acquiring new ones. Some key strategies mentioned include maintaining professionalism, fast site performance, making customers feel special through follow up and problem resolution, providing excellent delivery services, tracking customer behavior, creating customer databases, checking analytics, offering varied payment options, and providing incentives like rewards and vouchers for loyal customers. The overall goal is to develop customer loyalty and satisfaction.
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- 2. STACY SILVEIRA PGDM(PHARMACEUTICAL ANDHEALTHCARE MANAGEMENT) IES MCRC,BANDRA MUMBAI
- 3. Importance of Customer •Repeat business is the backbone of selling. It helps to provide revenue and certainty for the business • Organisations are dependent upon their customers. If they do not develop customer loyalty and satisfaction to retain customers,they could lose their customers. • Without customers the organisation would not exist. • The purpose of the organisation is to fulfill the needs of the customers. • The customer makes it possible to achieve business aims.
- 4. Treat you customerlike king Attracting a new customer can cost five times as much as keeping an existing one , so it is imperative for any business to pay as much attention to retention as they do to acquisition
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- 6. Strategy to increaseCustomer Retention Professionalism • The most important way to retain customers is to always exude the highest level of professionalism. Virtues such as accuracy and honesty would distinguish you as a professional company. • Have accurate descriptions of all the drugs , prices and services you offer. Do not lose the trust of your customers. • Highlight all the details in an engaging way.
- 7. Strategy to increase CustomerRetention Fast site performance • Customers’ need to experience a fast page load time. • Company should invest heavily in their own infrastructure to ensure their page load speeds are the best. • Customers expect site to load in less than three seconds. If it takes longer than that, you risk not meeting customer expectations and potentially losing business.
- 8. Strategy to increaseCustomer Retention Make customers feel special: • Reply to dissatisfied customers while remaining polite and sympathetic and yet firm. • Offer to fix the problem as best as you can , allow them to know that you hear them and care. • Call customers after they make large purchases. • Reach out to customers through email or phone to make sure the product arrived. • Follow up with an email thanking them for their time.
- 9. Strategy to increaseCustomer Retention Provide Excellent delivery services: • Try and avoid third party delivery services as they don’t necessarily share company’s values. • Adopt a close monitoring of service levels and keep customers informed on the progress of their delivery and make the process as convenient as possible.
- 10. Strategy to increaseCustomer Retention Track customer behavior • Study the customers’ buying habits. • Find the most frequently dispensed drug to a particular patient. • Email newsletters with information on disease based on the data mined from the database Create database • Save customer card details and delivery address so they can make purchases hassle-free.
- 11. Strategy to increaseCustomer Retention Check your analytics • Through various analytics tools , check what parts of your site customers spend maximum time on and accordingly re-design to make it more attractive and hold on customers attention. Payment option • Offer varied payment options to customers like COD, online banking payments etc. Make purchases as simple as possible for customers
- 12. Strategy to increase CustomerRetention Provide incentives • Offer rewards for loyalty. • Provide vouchers to customers after substantial number of purchases made by them. • Provide free delivery services to regular customers.
- 13. Overall a SmartChoice THANK YOU Innovative Passionate Team TransparentEfficient