The company developed a social media strategy to interact with and educate customers. A regularly updated blog, 911 ResponsAbility, promotes industry news, including information about grants, legislation and funding initiatives. The company also has built a growing presence on social media sites Facebook and Twitter.
“We have gotten a lot of great success from communication with our customers on a more regular basis,” Filipowski said. “We have seen an increase in our upselling and add-on sales, particularly with our newsletter.”
The company boasted a 98% customer retention rate last year, and bookings revenue from existing customers grew by 19% between 2007 and 2008, she said.
That increase contributed to a 40% jump in overall revenue during the same time period, according to a year-end company report.