Customer retention software has become a game-changer in the CRM landscape, playing an invaluable role in nurturing customer relationships and boosting loyalty and repeat purchases. But with so many options in 2023, how do you know which tool fits your team best?
Hold that thought.
While every customer retention software has unique strengths, not all will meet your needs. Some may dazzle with their analytics prowess but falter regarding user experience. Others might impress with their personalization features but lack seamless integration capabilities.
It’s a balancing act, and finding the perfect fit is vital. But fear not—we’ve got you covered.
In this article, we look at the top 10 customer retention software tools to improve customer retention in 2023. We’ll break down their distinctive features, strengths, weaknesses, and pricing, as well as the customer reviews, to help you make an informed decision.
Ready to explore? Let’s get started!
- What is Customer Retention Software?
- Benefits of Customer Retention Software
- What Should You Look For In Customer Retention Software?
- 10 Best Customer Retention Software to Use in 2023
- Types of Customer Retention Software
What is Customer Retention Software?
Customer retention software is a type of tool or platform that helps businesses retain their existing customers by improving customer satisfaction and loyalty. These tools can provide various features such as data analysis, customer segmentation, behavior tracking, personalized communication, and more.
Benefits of Customer Retention Software
Using customer retention software can have numerous benefits for businesses of all sizes. Here are some of the key advantages:
Enhanced Customer Satisfaction
By understanding customer behavior and preferences, you can tailor your services to meet their needs. This personalization fosters customer loyalty and increases the likelihood of repeat purchases.
Improve Customer Retention
When you can proactively address issues and concerns, you’re less likely to lose customers to competitors. The software helps identify potential churn risks so you can take preventive action.
Improved Customer Communication
With features like automated emails and personalized messages, you can maintain regular contact with your customers. Regular, meaningful communication is a key factor in customer retention.
Collect Customer Data
Customer retention software provides valuable insights into customer behavior and preferences. These data-driven insights can inform strategic decisions about product development, marketing strategies, and more.
Retaining existing customers is often more cost-effective than acquiring new ones. By focusing on retention, you can increase customer lifetime value and, consequently, revenue.
Better Understanding of Customer Needs
By collecting and analyzing customer feedback, you can gain a deeper understanding of what your customers need and expect from your business. This information can be invaluable in improving your products or services.
What Should You Look For In Customer Retention Software?
The ideal customer retention software should be rich in customer data, user-friendly, customizable for your own specific customer journey, and integrative to work well with other retention software.
When CRM teams seek out customer retention software, they should consider the following factors:
- Robust analytics: Your CRM software needs the ability to uncover valuable customer data and insights to inform your data-driven strategies.
- User-friendly interfaces: Efficiency and ease of use are also essential. An effective customer retention tool or retention software will automate tasks and simplify marketing resource management, freeing up valuable time for strategic initiatives for new or existing customers.
- Deep integration: The software must seamlessly mesh with existing systems and customer retention platforms to avoid disjointed experiences.
- Flexibility: Personalization features, like customizable dashboards or bespoke workflows, can significantly enhance user engagement and efficiency for customer relationship management teams.
- Data gathering: Effective retention software should also include tools for capturing customer feedback and tracking customer data and behavior across multiple touchpoints. These functionalities can provide invaluable insights into customer satisfaction, needs, pain points, and preferences.
- Customer communications: Finally, look for features that support targeted communication and personalized messages to existing customers, as these are critical for nurturing relationships, retaining customers, and boosting interactions with your loyal customers.
10 Best Customer Retention Software to Use in 2023
Here are our favorite customer retention tools for strengthening relationships and improving the customer experience at your organization:
ClickUp revolutionizes customer acquisition and retention by combining advanced CRM features with seamless project management. This all-in-one platform streamlines your workflows, communication, collaboration, and analytics to help you build long-lasting relationships with clients from onboarding to expansion and skyrocket your team’s productivity.
ClickUp best features
- Monitor the customer retention metrics that matter most to you, like customer lifetime value, average order value, and churn rate
- Set your dashboard up to show client orders, sales pipeline, and other account information in lists, Kanban boards, charts, tables, and more
- Collect the data from customer forms and automatically turn feedback into action items
- Score and prioritize leads using automated formulas and a deep roster of sales templates
- Use pre-built CRM templates to get your customer retention strategy up and running fast
- The ClickUp mobile app doesn’t have all the views available…just yet
- Like any deep, feature-rich software, the learning curve can be a little steep
- Free Forever
- Unlimited: $7/month per user
- Business: $12/month per user
- Enterprise: Contact for pricing
ClickUp ratings and reviews
- G2: 4.7/5 (6,780+ reviews)
- Capterra: 4.7/5 (3,660+ reviews)
Are you looking for ways to engage your customers? ClickUp’s ChatGPT Prompts for Customer Retention Template can help you retain customers and build loyalty with AI-driven content.
Check out these AI prompt templates!
KissMetrics delivers powerful customer analytics to fuel data-driven decisions and marketing efforts. With its intuitive dashboard, you’ll uncover valuable insights into user behavior, driving targeted marketing strategies that boost customer retention rate and engagement.
- Segment your customers and target them with focused marketing messages to increase customer retention
- Use machine learning to predict customer behavior
- Map the customer journey to see how users interact with your company at every step of the sales process
- Test versions of your website or app and measure performance
- Not an intuitive tool
- Summarizing data is a challenge
- Some essential software integrations are missing
- Funnel reports are limited to five levels of purchase flow
- You can only email data exports to one person at a time
- Silver: $299/month
- Gold: $499/month
- Platinum: Contact Kissmetrics for pricing
Ratings and reviews
- G2: 4.1/5 (160+ reviews)
- Capterra: 4.3/5 (15+ reviews)
Qualaroo is a customer retention solution that simplifies your customer experience and feedback collection with its intelligent survey tool. Empower your CRM team by capturing actionable insights from existing or new customers so you can understand customer pain points and tailor strategies to loyal customers for maximum retention.
- Send feedback surveys to customers to get their opinion on your products and use that information to increase customer satisfaction
- See where users click on your website or app to improve the user experience
- Watch recordings of users interacting with your website or app to boost conversion rates and retain customers
- There are no industry-specific templates and are uncategorized, making it difficult to find the one you need quickly
- The dashboard lacks filtering and sorting options
- Limited ways to export data
- No way to brand customer feedback surveys
- Essentials: $69/month
- Premium: $149/month
- Business: $299+/month
Ratings and reviews
- G2: 4.4/5 (40+ reviews)
- Capterra: 4.7/5 (20+ reviews)
ProfitWell, customer experience and customer retention software, excels in helping you optimize subscription pricing, retain customers, and reduce customer churn. Its robust analytics tool uncovers trends, analyzes customer behavior, and provides data-backed recommendations to grow your business.
- Predict customers that are most likely to churn with machine learning
- Forecast your revenue so you can make better business decisions
- Segment and target your customers with more relevant marketing messages
- Send in-app messages to customers to promote your products and services to increase engagement
- The user experience is confusing
- Lack of customization and configuration compared to other customer retention tools
- The software struggles to reconcile complex billing situations
- Can’t track non-subscription revenue
- No PayPal billing support
- Metrics: Free
- Retain: Pay based on performance
- Recognized: Contact ProfitWell for pricing
Ratings and Reviews
- G2: 4.9/5 (120+ reviews
- Capterra: 4.7/5 (20+ reviews)
5. Open Loyalty
Open Loyalty elevates your customer retention game with customizable loyalty programs. Its loyalty programs make it easy to reward your clients with tailored offers, customized rewards, and incentives, fostering brand loyalty and lasting relationships with repeat customers.
- Create and manage loyalty programs to encourage customers to continue doing business with you
- Apply discounts, offer free products, and give away gift cards to make your loyalty program more attractive to customers
- Track the performance of your loyalty program with data analytics to ensure you have satisfied customers
- Lacks integrations with other critical CRM tools like SalesForce and Power BI
- Limited value from reporting tools compared to other customer retention solutions
Contact Open Loyalty for pricing
Ratings and reviews
- G2: 4.4/5 (4+ reviews)
- Capterra: 4.8/5 (15+ reviews)
6. Zoho CRM
Zoho CRM is a customer relationship management solution that streamlines customer engagement with a comprehensive suite of sales, marketing, and customer support tools. Its user-friendly interface enables efficient management of client relationships, propelling business growth and retention.
- Score leads so you can prioritize your sales efforts, close more deals, and increase revenue
- Provide customer support with Zoho’s help desk tools
- Suffers from an outdated UI
- Requires a complicated setup process
- Offers limited customizability
- Standard: $14/user
- Professional: $23/user
- Enterprise: $40/user
Ratings and reviews
- G2: 4/5 (2,370+ reviews)
- Capterra: 4.3/5 (6,250 reviews)
Hotjar reveals user behavior through heatmaps and session recordings, granting you valuable insights to improve customer website experiences further. Of the customer retention tools in this list, Hotjar addresses customer pain points to increase customer loyalty and watch retention rates soar.
- Send Net Promoter Score (NPS) surveys to customers to get their thoughts on your product
- Use Hotjar’s data analysis to find conversion opportunities
- Access granular user behavior with mouse tracking and click tracking
- Hotjar is a heavy tool, and website performance may suffer
- The dashboard is difficult to navigate
- Missing many integrations compared to some other customer retention tools
- Observe Basic: Free
- Observe Plus: $32
- Observe Business: $80
- Observe Scale: $171
- Ask Basic: Free
- Ask Plus: $48
- Ask Business: $64
- Ask Scale: Contact Hotjar for pricing
- Engage Basic: Free
- Engage Plus: $280
- Engage Business: $440
- Engage Scale: Contact Hotjar for pricing
Ratings and reviews
- G2: 4.3/5 (290+ reviews)
- Capterra: 4.7/5 (490+ reviews)
Mixpanel empowers you with advanced customer analytics, diving deep into user interactions and behaviors. Utilize data-driven insights to get new customers, craft personalized marketing campaigns, and elevate customer engagement.
- Use A/B testing, heatmaps, and funnel analysis tools for conversion rate optimization
- Measure web traffic and engagement, then present data in beautiful reports
- Track user actions and improve customer retention
- Gather real-time data
- Identify trends with historical data
- Segment users based on actions, devices, time, and more
- Match user data across devices
- It doesn’t track non-event data like load times
- Steep learning curve compared to some customer retention tools in this list
- Comes up short on app integrations
- Growth: $25/month
- Enterprise: Contact Mixpanel for pricing
Ratings and reviews
- G2: 4.5/5 (960+ reviews)
- Capterra: 4.5/5 (110+ reviews)
Optimove makes our list of customer retention tools because it offers a sophisticated customer and client retention software platform that intelligently segments clients, predicts behaviors, and automates marketing actions.
It’s your secret weapon for personalized customer retention strategies and increased customer lifetime value. The tool focuses on collecting everything you need to enhance the customer experience through customer feedback.
- Recommend products to customers based on past behavior
- Bring all customer data under one roof. Then filter, sort, and organize that data to reveal trends and insights
- Automate the customer journey with an endless set of pre-built, customizable rules
- Get suggestions for marketing optimizations from Optimove’s AI-powered bots
- Personalize your marketing with fine-grained segmentation and multichannel communications
- Requires lots of time to master all the features
- Not an ideal fit for small businesses
- The access and permissions settings aren’t nuanced enough for some teams
Contact Optimove for pricing
Ratings and reviews
- G2: 4.6/5 (100+ reviews)
- Capterra: 4.3/5 (3+ reviews)
Zendesk is a customer retention software that unifies customer interactions across multiple channels in one platform, making life easier for your CRM and customer service team. With its extensive support features and responsive interface, Zendesk strengthens customer relationships and maintains customer loyalty.
This tool is ideal for those wanting to harness customer feedback and ultimately improve customer satisfaction with the knowledge gained.
- Store internal processes and share information with customers through knowledge bases
- Knowledge bases help customers find answers to their questions quickly and reduce the number of support tickets received
- Create chatbots to answer customer questions and provide support to customers, which reduces the number of problems that get escalated to your support reps
- Provide customer support on social media with Zendesk integrations
- The knowledge base editor needs work – there is no autosave, you can’t enlarge images in documents, and it lacks some basic formatting tools
- Not enough customization available
- No way to archive defunct fields without corrupting historical data
- Difficult to find and update data en mass, like a new phone number for a customer
- Support only (Team): $19/user
- Support only (Pro): $49/user
- Support only (Enterprise): $99/user
- Suite Team: $49/user
- Suite Growth: $79/user
- Suite Pro: $99/user
- Suite Enterprise: $150/user
Ratings and reviews
- G2: 4.3/5 (5,600+ reviews)
- Capterra: 4.4/5 (3,640+ reviews)
Types of Customer Retention Software
Still not sure which customer retention tool is best for your team? Learn about each type of customer retention software and how they can benefit different teams:
Customer Relationship Management (CRM) Software
Customer Relationship Management (CRM) software helps teams to track customer data, interactions and communications. It can be used for sales, marketing, customer service and support. It also provides insights into customer behavior to help teams better serve their customers and maximize profitability.
Social Media Monitoring & Analytics Tools
Social media monitoring and analytics tools are used to track customers’ conversations across multiple platforms. These tools can be used to measure customer sentiment, uncover trends in customer feedback, and identify brand influencers.
Behavioral Targeting Software
Behavioral targeting software uses predictive analytics to understand customers’ interests and behaviors. It can be used to personalize messages and offers for customers based on their interests and past behaviors.
Loyalty & Rewards Management Software
Loyalty and rewards management software helps teams to create customer loyalty programs and manage points-based customer rewards. It can also be used to track customer engagement, evaluate the success of loyalty programs, and identify opportunities to improve them.
Choose the Customer Retention Software That Can Grow With Your Company
Armed with the knowledge of the top CRM customer retention software tools, your next step is to put this information into action. Evaluate your team’s specific needs, existing challenges, and goals. Shortlist the customer retention software that aligns with these criteria, then test them with free trials or demos.
Engage your team in the process, gathering their user experience and functionality feedback. Don’t rush the decision, take the time you need to find the customer retention software that will truly optimize your customer retention efforts.
Remember, the right tool should meet your current needs to improve customer retention and be scalable for future growth. The journey to better customer experience and retention begins now—make the most of it.