What are the methods of customer relationship maintenance?

What are the methods of customer relationship maintenance?

Customer relationship refers to some kind of contact that an enterprise actively establishes with customers in order to achieve its business objectives. The following are the methods I have compiled to maintain customer relations. Welcome to read, I hope you will like it.

What are the methods of customer relationship maintenance? 1 First of all, don't embarrass customers.

When talking about cooperation and projects, we must pay attention to the period. When times are bad, good cooperation will be destroyed. When customers are in trouble, they must be considerate of others and don't embarrass them. For example, he is very busy, and he thinks it is inappropriate or impossible to do that. You should stop your request at once and tell him that you are grateful to him anyway. Your understanding will make him feel sorry, even guilty, and he won't forget to make it up to you next time. Of course, in addition to maintaining customers, it is more important to acquire new customers. Foreign trade enterprises often search mailboxes to find new customers.

Second, consider the customer.

When we cooperate with customers, we must pursue a win-win situation, especially to let customers and their superiors do a beautiful job. We work for the company and hope to make achievements. Others also work for the unit, and he also hopes to do things beautifully.

Therefore, when we cooperate, we should be careful not to sell useless or unwanted things to customers, not to let customers spend extra money, to minimize unnecessary expenses of customers, and customers will also save your investment. ,。

We must thank our customers for their cooperation and express your gratitude to them. For customers' mistakes or even negligence, you should show your tolerance, not blame, and immediately discuss with the research to find out remedial measures and solutions. In this way, your customers will appreciate you from the heart.

Fourth, abide by principles.

A person who abides by principles will win the respect and trust of customers most.

Because customers also know that meeting a demand is not unconditional, but must be met under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when recommending products to them, and they can cooperate and communicate with you with confidence.

For example, it is acceptable to increase some services and training appropriately, but the requirements that harm the interests of the company, customers and even others must not be agreed. Because when you can harm the interests of the company or others in front of customers, they will worry that their own interests will also be threatened.

5. Do more than sell.

For example, I have a client looking for the leader of the Education Commission, and I can't find a good opportunity. If I know him, I will introduce him if I have another chance. For example, they need some information, and when they can't get it, I will help them get it. Even if they encounter some difficulties in life, as long as I know I can do it again, I will definitely help them. In this way, my relationship with customers is no longer a cooperative relationship, but more a friend relationship. In this way, they will definitely think of me first when they get the chance.

Sixth, let friends recommend you.

If you master the above skills and use them freely, you will win the reputation of your customers and friends, and your friends will recommend you in most of his peers. Then your business is like an atomic bomb, which will expand rapidly in the industry. You have reached the highest level of business, and let customers come to you on their own initiative.

7. Don't neglect to make every business have a happy ending.

All the work has been done, and your cooperation with customers has come to an end. Is it over? Perhaps this is the way most salespeople handle it, but it turns out to be a huge mistake. In fact, the closure of this business is the best time to create the next opportunity. Don't forget to send some suitable small gifts to your customers. If the business benefits are really good, it is best to give customers some unexpected benefits. Let every business have a happy ending, which will bring you no less benefits than developing a new customer. The reason for this is the following：

If your previous work is not mature enough to upgrade from a cooperative relationship to a friend relationship, you can achieve this goal well at this time. If the previous cooperation may be unsatisfactory, this is a good remedy. Because most people think that since the cooperation is over, our relationship with our customers will naturally end, so they will immediately upgrade you from a cooperative relationship to a friend relationship by thanking you for nothing in return. Then you won't run away next time there is demand. It's all yours.

Eight, make concessions in exchange for customer recognition.

In the process of communicating with customers, some salespeople think that they play the role of "attacker" in every communication: achieving sales targets step by step, constantly persuading customers to recognize the quality of products or services, accepting the price of products or services, and so on. These salespeople have clear sales targets, and their courage to work hard to achieve them is commendable, but their methods to achieve them are not clever. At least, we don't advocate salespeople to convince customers with a single "offensive" intention.

In fact, in order to satisfy customers, many salespeople will use some concessions intentionally or unintentionally in the process of sales communication. For example, under the premise of ensuring profits, make price concessions, or propose compromise ways to solve problems according to the demands of both parties. If the concession strategy in sales communication is properly used, it will be conducive to achieving a win-win situation for both buyers and sellers, and also conducive to achieving long-term sales goals.

What are the methods of customer relationship maintenance? 2 1. dependency.

Let customers form the psychological habit of relying on brands, take seriously any special requirements or hidden needs put forward by customers, and do everything possible to find reasonable reasons to give reasonable answers. We will try our best to meet the reasonable demands put forward by customers, that is, the processes before, during and after sale must be meticulous and touch customers with details.

Step 2 complement each other

The process of sales is also the process of solving the conflicts of interests of both parties in time. Only when both parties are satisfied can it be considered a successful sale. If many customers don't want to do after-sales service, they should euphemistically inform the possible consequences of not doing it; What projects are not needed or can be done later, what are the value-added projects that we give away for free, etc ... Let customers personally experience the value of the company's sales services, that is, really serve customers, really think about what customers think and meet their needs.

3. Combine rigidity with softness

In the process of maintaining customer relationship, we must listen to the customer carefully and patiently, and can accurately judge what he wants to express. When we meet the nail house, we should also treat it calmly with a peaceful mind. Show tolerance rather than blame for customers' mistakes and even negligence, and immediately discuss with them to find out remedies and solutions. In this way, your customer will thank you from the bottom of his heart and let him know that you can and have the ability to solve the problem for him.

4. Abide by principles

A person who abides by principles is bound to win the respect and trust of customers. Because customers also know that meeting demand is not unconditional. But it must be satisfied under certain principles. Only in this way can customers have reason to believe that you have followed certain principles when selling products to them, and then they can cooperate and communicate with you with confidence.

5. Mutual benefit

In the process of communicating with customers, some salespeople push forward step by step in order to achieve sales goals, and constantly convince customers to recognize the quality of products or services and accept the price of products or services. But some of the methods they took to achieve their goals were not very clever. In fact, in order to satisfy customers, many excellent salespeople will intentionally or unintentionally use some concessions in the process of sales communication (raise the price in advance and make the conditions stricter).

Step 6 close the distance

The relationship between smart salesmen and customers will be well coordinated, because you sell not only a single product, but also the added value of the company's products, the company culture and your own personal charm. After turning a simple cooperative relationship with a customer into a friend relationship, he will actively promote your products.

7. Win word of mouth

Win the reputation of customers and the industry, customers will form recommendations, and your sales will expand rapidly. The highest level of marketing is to let customers come to you actively. No matter what industry you are engaged in, you must remember that if you want to develop or make a difference in this industry for a long time, please leave yourself a good reputation in this industry.

8. A good beginning and a good ending

There is no end to the sales work. The success of the first cooperation is the best opportunity to create the next opportunity, so that every business has a beautiful ending, which will bring you no less benefits than re-developing a new customer. There are no eternal friends in business, only eternal interests. If there is no interest relationship between you and your customers, then your customers are quietly losing. Understand that grateful customers are loyal to you.

9, tracking tracking

There are many similar products on the market now, and the competition is fierce. Being your customer doesn't mean you can sit back and relax. Customers may change their minds and buy products from other companies at any time. Therefore, after cooperating with customers, you should track the delivery date of products, and after the products are delivered to customers, you should also track the sales progress of products. Does it work? Is there a problem? Need to be solved in time or whether further technical services are needed.

10, strategizing

When maintaining customer relationship, you must take the initiative instead of letting customers lead you by the nose. The real means to maintain customer relationship is to deal with major issues and customer feelings over time. For example, send text messages on holidays, call regularly, visit and exchange regularly, and give away some local specialties. In the interaction with customers, let him know that you need you in the future, and lose no time to leave a foreshadowing for your next intention. There is a famous saying in sales: Where is your heart, then your wealth is there. Use this sentence to explain the viewpoint of maintaining customer relationship: where is your heart, then your customers are there.

1 1. Learn to group customers to meet the needs of every customer.

Learning to group customers is an operation to save enterprise management. Enterprises classify the same type of customers into one category, and then tap and meet their individual needs, thus improving the transformation effect and realizing precise marketing.

12, find the same hobbies or topics as customers.

When visiting customers, learn about personal topics such as customers' personal hobbies at an appropriate time. If their personal hobbies happen to be of interest to you, it is easy to talk about each other, and you can also maintain customer relations with the same hobbies as * * *, which is natural and effective. If you don't know much about customers' hobbies, get to know them quickly. After you have a certain understanding, at least there are similar topics in the conversation, which is not easy to cause the other party's disgust.

What are the ways to maintain customer relationship? 3 1. Let yourself be your customer's customer first: Two years ago, I did business with a mobile company. When I heard such a case, a supplier had a big order for a mobile phone and signed a contract immediately. The big boss of the mobile company also arrived at the scene, and the supplier flatly refused to sign it. Later, the internal "coach" found out that the mobile phone brought by the supplier that day was custom machine from China Unicom. If you want a customer to be your customer, you must first become his customer.

In addition to this case, I often tell a case. At present, employees in many companies have sales tasks. For example, when making an order with a telecom customer, it is found that everyone in the technical department has to complete 4 broadband installations or N new mobile phone numbers every month. Back to the company, I calculated that we have maintained four key people in the telecommunications technology department, and we can package all their tasks, and then give some to our other customers and some to our company for internal digestion. Helped them with their biggest headache every month, so that when they have business in the future, they will naturally come to us.

2. Get to know the customer as soon as possible: In addition to remembering the customer's name and phone number, it is also important to remember the customer's personalized hobbies and keep them in mind. When I was doing customer relationship maintenance in Anshan before, I met a customer who was very abstinent and didn't like alcohol and tobacco. Later, after understanding, I found that this customer likes flowers, so I slowly cut into the customer's hobbies. When we are in contact with customers, we must carefully observe and record (remember, we must record) such as what types of things customers like to use and what habits they have, and then gradually understand their hobbies, so as to find some suitable small items to impress customers. Besides, small manners must not be valuable things.

3. Let the customer help you: Continue the case just now and know that this customer likes to grow flowers and often goes to the flower market. I waited for him at the flower market several times and met him once. I humbly ask customers how to grow flowers and fully listen to their explanations.

During World War II, a Jewish businessman had only two choices to save the lives of his two sons. One helps his own timber merchant, and the other is the banker he helps. So the Jews sent two sons to the timber merchant's house. On the way, the youngest son decided to go to the banker. He doesn't think the timber merchant will help them. After World War II, the eldest son went to look for his long-lost relatives. Unfortunately, both parents died in the concentration camp, and the younger brother was later executed. The youngest son of a Jewish businessman was betrayed by a banker. In the middle of the night, he called a German soldier and said that a Jewish boy had broken into his house.

In the United States, there was a president who I was too old to remember clearly. That's what I said. I said a businessman saved a young man. N years later, he found that the young man was running for president, so he took out his own money and finally helped the young man become president.

So the Jews said, "Those who help you will be willing to continue to help you, while those you have helped may not be willing to help you."

4. Introduce customers to each other: let customers introduce themselves to customers and introduce people related to their business to him. The so-called network is "the interpersonal context formed by managing interpersonal relationships". For example, if my clients have dentists, or I have contacted dentists, then I can introduce this information to other clients when they need it. The premise is that you can maintain a good relationship with every customer.

Similarly, customers in a related group, such as Unicom's technical customers, will also know friends in mobile-related businesses, so we can also ask customers to introduce us to more customers.

5. Give the customer what he wants most: If your customer has such a situation and there are two customers, one is a young employee and the other is an old employee, how do you maintain the customer relationship? Simply put, young employees, you have to help him make achievements, and older supervisors, you have to help him get benefits. Usually, in our actual work, the people we often contact are the second-in-command in key positions. This person is the most promising and usually the easiest to become our "coach".

6. The role of key festivals and Sundays: Gifts are not advocated, but these two festivals are also very important. Mainly Mid-Autumn Festival, customers' birthdays and Spring Festival. Usually, you should visit the Mid-Autumn Festival in advance, visit on your birthday (prepare one day in advance with your mobile phone reminder function), and visit after the Spring Festival. During the visit, the conversation begins with work, but the content should follow the principle of 2: 8, that is, 20% talk about work and 80% talk about topics that customers like. If you encounter problems related to customer feedback, you must make records immediately and contact the customer after solving them. If it is inconvenient for customers to receive gifts, they can mail them in advance.

Gifts, as I said just now, don't give expensive gifts. First, it is inconvenient for customers to accept them, and second, we can't afford them. Give new, strange and special small gifts, or gadgets that customers need in their work. Also, don't say too much when sending it, just briefly introduce how to use this thing. For example, this is our new product. You can try it and give me feedback if you have any questions.

7. Have lunch with customers: Today's customers are no longer local tyrants in the 1980s, so they won't eat, drink or drink any more. It doesn't hurt that they have time to get together. More often, it is to find opportunities to have lunch with customers, and to keep communication and exchange simply and conveniently, not too frequently, so that the effect is good.

The left brain of the customer is responsible for rationality and the right brain is responsible for sensibility. Be friends before you become our customers. However, what we need to do is to maintain the basic relationship and provide good service before customers choose us.

What are the methods of customer relationship maintenance? 4. Establish customer files.

To maintain a good customer relationship, the first step is to establish a perfect customer file. As the saying goes, a good memory is not as good as bad writing. No matter how clever your brain is, it is impossible to remember every detail of every customer. The contents of the customer file are not limited to the customer's name, age, etc. , but including customers' hobbies, family situation, types of products purchased, uses, years, etc. The more detailed, the better, which will play a very important role in maintaining customers later.

Bring customers closer

If you want to maintain customer relationship, you should always keep in touch with customers. The closer you get, the better your relationship will be. You can contact customers by phone, SMS, WeChat, QQ and other chat ways to talk about the use of the products they bought. Talk about their hobbies, talk about their children and so on.

Establish customer reputation

You must remember that in communication with customers, don't make promises easily. If you can't make a promise, your credibility in the eyes of customers will be reduced. Therefore, when the customer makes any request, you should use such uncertain statements as "I will try my best to help you find a way" and "I will help you type the application report and see if the leader can approve it" to leave room for manoeuvre. Of course, you should try your best to meet the customer's requirements afterwards, which will establish a good relationship with you in the eyes of customers.

Principle of mutual benefit

Sales should also pay attention to strategy. Many product companies will give preferential treatment to sales staff. Therefore, in the process of negotiating with customers, business personnel can talk at the market price first. When the product wins the customer's satisfaction, you can give it to the customer appropriately on the premise of ensuring the profit, so that the customer can feel your integrity and be willing to cooperate with you. In fact, if the profit-making strategy is used properly, it will be beneficial to the long-term cooperation between buyers and sellers.

Principle of timely tracking

It doesn't mean that everything will be fine when the products are sold out. There are many similar products on the market now, and the competition is considerable. After the products are sold out, follow up carefully to see if they are easy to use, if there are any problems that need to be solved in time, and what functions can be improved, so that customers can feel from their hearts that you are not selling for making money, but putting product quality first.

* * * The principle of benefit sharing

Business friends are based on the principle of * * *, so when developing every business, you should remember to share the benefits. The success of each cooperation is to lay a good foundation for the next cooperation. If you violate this principle, the consequence is that your customers are slowly losing.

Listening principle

A good salesman should be able to calm down and listen to customers. In the process of maintaining customer relationship, he must listen to customers' opinions patiently and judge what customers want to express in time. Even if you meet a difficult customer, you should be calm and actively try to help him solve the problem, so that the customer will appreciate you from the heart and establish a long-term cooperative relationship with you.

Flexible control principle

In maintaining customer relations, remember that the initiative should be in your own hands, and you can't confuse customers in a few words, and the sales work is endless. In the maintenance of customer relationship, you must be both rigid and flexible from beginning to end, truly think about what customers think and worry about what customers are anxious about, so that customers can rely on you psychologically.

What are the methods of customer relationship maintenance? 5 1, service

Service is the most important link. Before and after customers enter the store, they can feel your concern from the polite language, enthusiasm and patience of the shopping guide, and then they will have the opportunity to have in-depth exchanges in the follow-up.

Don't judge a book by its cover, and don't judge a customer's spending power by his clothes.

Don't judge customers' spending power by the grade of clothes. Often (80%) we judge customers' spending power by their clothes, but please remember one sentence: rich customers are often the lowest key.

3. Learn to praise customers.

We want to give specific praise to the customers who installed the product pictures that were fed back to us. For example, it is beautifully installed there and the product mix is very harmonious. At the same time, save the pictures so that they can be pushed to another customer later.

4. Manage customers' circle of friends

Learn to like and comment on customers' circle of friends. Like+comment will deepen customers' impression of us. Don't block customers' circle of friends, let customers see our circle of friends.

We can send some work propaganda, personal daily life and positive energy quotations in our life, which can make customers feel that we have a positive attitude towards life.

5. Provide satisfactory after-sales service for old customers.

It means after-sales follow-up. If the customer has after-sales problems, don't feel trouble. Help customers solve it as soon as possible. Even if it can't be solved at that time, we should have a timely reply and a positive follow-up attitude to show our attention and reassure customers.

6. Respond to customers' phone calls and information in time.

Keep in touch with customers (WeChat, phone, SMS) after the transaction, so that customers can find us at the first time, and don't make customers find it difficult to find us. If you can't reply to the customer in time, you should make necessary explanations with the customer to make the customer feel safe.

7. Holiday greetings

On holidays, we should send more greeting messages to our customers instead of sending them in groups. A specific signature shows that they value their customers. For different levels of customers, you can use red envelopes or some economical small gifts as greetings.

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