Novacom | Award-winning digital marketing and customer experience agency
Novacom | Award-winning digital marketing and customer experience agency
B2B Customer Marketing: Importance of Building Retention

B2B Customer Marketing: Importance of Building Retention

It’s often assumed in B2B marketing that once a deal has been closed then the marketing journey ends; in fact, it's just the beginning. Building long-lasting relationships with customers is the cornerstone of sustained success for businesses.

The Crucial Role of Customer Retention

In the realm of B2B, the value of a loyal customer cannot be overstated. Retaining existing clients is not only cost-effective but also paves the way for organic growth. According to a study by Bain & Company, increasing customer retention rates by a mere 5% can lead to a 25% - 95% increase in profits. It's clear that investing in customer relationships pays substantial dividends.

For many B2B businesses once the deal is closed these customers are then passed to account managers and onboarding teams, whilst marketers then focus on securing more leads to send to sales. But there is untapped potential in creating marketing strategies that continue beyond closing a deal.

So, here’s how you can build your retention strategy:

Leveraging Communication Cycles

Effective communication is the lifeblood of any successful B2B relationship. Implementing structured communication cycles ensures that your interactions are timely, relevant, and value-driven. By understanding your customer's pain points, goals, and preferences, you can tailor your messages to resonate on a deeper level. This personalised approach builds trust and cements your position as a long-term business partner that provides on-going valuable content.

Tailor Post-Sales Customer Touchpoints

Customer touchpoints are the moments of interaction between your business and your client. Each touchpoint is an opportunity to add value, address concerns, and nurture the relationship.

Planning around these touchpoints is essential for creating a seamless and engaging experience. From the first meeting to post-purchase support, every interaction should be meticulously designed to enhance satisfaction and loyalty.

Considering your post-sale touchpoints is key in building customer retention and positive customer experiences, these span from newsletters and social media interaction to how existing customers may use your website. Thinking about how you can continue to provide valuable content to them is part of the process to generate loyalty.

Harnessing Data for Loyalty Growth

Data is the driving force behind modern B2B marketing strategies. It provides invaluable insights into customer behaviour, preferences, and pain points. By leveraging this data, you can refine your approach, personalise interactions, and offer solutions that truly resonate. Furthermore, data-driven loyalty programs can incentivise continued engagement and foster a sense of partnership.

Tapping into the customer data (bear in mind third-party cookies are no more!) can help ensure your customers have positive interactions with your business and will also help drive the process of other strategies in the activities already mentioned above.

Together, You Have a Strategy…

Mastering B2B customer marketing is a multifaceted endeavour that requires a deep understanding of customer needs and a strategic approach to engagement. By prioritising customer retention, implementing effective communication cycles, optimising touchpoints, and leveraging data-driven insights, businesses can forge enduring relationships that drive growth.

Remember, in the world of B2B, success isn't just about winning new clients; it's about keeping them and nurturing them into advocates for your brand. By following these strategies, you'll be well on your way to becoming a true master of B2B customer marketing.

Will Yates
written by Will Yates
Client Services Director at Novacom




San Francisco

New York