How to do a good customer return visit

Good products and services are fundamental to attract and retain customers, but differentiated services are the key for enterprises to stand out from the competition. Only by systematically classifying and filing customer data and providing targeted services and continuous customer care on the basis of fully understanding customers can enterprises retain old customers well, give full play to the maximum value of each customer and let them create more profits for themselves.

First, analyze the customer's purchase history. The purchase details of old customers generally need to be recorded in the CRM system to facilitate screening and inquiry. We can mine and analyze data from the purchase history of old customers. Excavate customers' preferences and needs from historical data information, and analyze customers' consumption habits and psychology in combination with the types, prices and purchase frequency of products purchased by customers, so as to follow up various promotional activities in time or withdraw from preferential activities that customers are interested in, and thus promote enterprise products purposefully according to the needs of old customers.

Second, take the initiative to follow up and pay a return visit to understand the customer dynamics. Customers will encounter various problems in the process of purchasing and using products. What enterprises need to do is to find these problems in time and give solutions quickly, which is also an important link of customer relationship management. According to the various contact methods of old customers in CRM system, follow up and pay a return visit to old customers through online chat, email communication, SMS communication, telephone contact and other ways. All customer consultation and communication between customer service staff and customers can be recorded in CRM system in detail, and detailed tracking files can be established for business opportunities.

Third, emotional communication, keep in touch with customers. CRM supports sending messages or emails to specific customers on a regular basis, promoting daily communication with customers and enhancing feelings. Tracking old customers, in addition to understanding customers' later use problems and suggestions, can also regularly ask their further needs, greet customers regularly, play more emotional cards and chat with old customers.