Improve the relationship skills with customers.

Improve the relationship skills with customers.

Improve the relationship skills with customers. The core of customer relationship maintenance is to make customers not only feel at ease about the products they use, but also feel the added value of our good services and products, and finally form a relatively stable and loyal user base. Here are some tips to improve the relationship with customers.

Improving Relationship Skills with Customers 1 28 Customer Maintenance Theory

Life is limited, and time is more precious. How to balance time cost and profit? Maybe the 28 th theory can give you some enlightenment, and combine the grouping function of this platform to maximize your time.

In many industries, 20% of the most valuable customers can bring 80% profits to enterprises. On the contrary, many customers have low value to the enterprise. Enterprises should pay more attention to the work of these 20% people, which may cost a lot of money, but it is worth it.

In addition, 20% of 80% customers are wasting the resources of enterprises, so it is necessary for enterprises to give up decisively for them; For the remaining 60% customers, they will not lose money or make money, but they can maintain the scale of the enterprise, and the enterprise must find ways to keep them.

Therefore, we should study and find out what the characteristics of those 20% people are, why they are loyal to this brand, and what strategies should be adopted to maintain their loyalty and generate profits for the enterprise.

There is an idea of "turning all disloyal customers into loyalty", which doesn't make much sense. Even if some customers become loyal customers, enterprises may not be able to make money from them.

Because they only value the continuous price reduction and promotion of enterprises, this loyalty can not bring profits to enterprises. Of course, for those potential and high-value customers, we should improve their loyalty and make them loyal and high-value 20% members.

Customer maintenance should have a comprehensive customer data database.

No matter how smart your brain is and how good your memory is, it is impossible to remember every detail of your customers, so it is necessary to have a customer database, which is also the first step for you to start your work. Some people may have a big head when they see that they want to create a database.

In fact, it is not difficult to create a database. The simplest customer database is your mobile phone address book, but I don't recommend you to use the mobile phone address book as your customer database here, because it is too simple to input the customer database information you need, which can't meet the daily work needs.

You can search online if you like. There are many softwares similar to customer database available.

Frequent contact or return visit to customers is also an effective way to enhance customer relations.

Sending SMS and multi-choice email can easily send SMS or email greetings to customers on holidays. Always keep in touch with your feelings and don't let the customer think that you have forgotten him or her. After all, this is a tradition in China!

Some users can call regularly to say hello. More important customers should visit and communicate at home, and bring small gifts from the company to entertain important customers at critical moments; Add the birthdays and home addresses of customers, especially big customers, to your customer database in time. After all, important customers account for most of your sales, and it is right to pay enough attention to them.

When paying a return visit to customers, the sales staff should keep abreast of the customer's use of products; Understand whether customers have new demands in the near future, so as to find new sales opportunities; Promote new products to customers and create resale opportunities.

In addition, pay attention to the seriousness and easygoing of your formal dress and speech, which is necessary when meeting customers, that is, to improve your image and show respect for customers.

Final results

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. Please always remember that how to maximize the benefits between you and your customers is the center of maintaining customer relations.

Similarly, people also need the lubrication of feelings and gifts. Don't forget to give customers some suitable small gifts or give them a certain rebate policy. If the business benefits are really good, it is best to give customers some unexpected benefits. Because of this, you can improve your relationship with customers and gradually increase their loyalty.

Group customer

How to measure customer value? How do I allocate my customer maintenance time? This makes use of the address book grouping function of Kenwei free office platform. Address books can be grouped according to needs, such as family, friends, important customers, ordinary users, group customers and so on.

In the address book database, group loyal and profitable customers according to your standards, and then use different strategies for special treatment, or allocate working hours according to profitability, so as to win more commercial profits.

Different industries have different standards of measurement. For example, in the financial industry, whether the customer has bought many different wealth management products, whether there are many loans and how much money the bank has earned from him can be used to judge the value of the customer.

You can also carefully observe the needs and habits of customers and record them in detail. These records are the details that customer service needs to pay attention to in the future. This method costs little, but it works well and is often praised by customers.

Time-sharing skills of customer maintenance

If you have a customer interview, I recommend the time allocation and negotiation skills of "two minutes to talk about topics and eight minutes to talk about family affairs or current affairs", because it may make both parties happy. With this experience, customer maintenance will be successful.

Analysis on the Success or Failure of Customer Maintenance

For the lost customers, we must first find the crux of the problem and the reason for the loss of customers. What kind of customers are losing? When did you lose it?

We should pay more attention to the crux of the problem rather than the lost customers. Then dig deep according to the problems found and prescribe the right medicine. For example, a sales manager found that customers were dissatisfied with their services and orders dropped.

Only after the investigation did I know that because the company wanted to go public, a lot of systems and approval procedures were added, and customers were too troublesome and felt that it took too much time. More importantly, they think that their partners no longer value themselves, so some orders turn to more flexible companies.

After discovering these problems, the company changed its handling methods in time in order to re-establish the brand image in the eyes of customers.

Taobao sellers' skills in maintaining old customers

1, improve the code scanning rate and increase the code scanning channels.

2, interactive marketing, planning the return plan.

The ultimate goal of interaction is backflow. As we all know, because of the competitive relationship between WeChat and Taobao, Taobao launched the Taobao password, which is very important for the return of old customers. For their own products, sellers should be good at using Taobao's daily promotion tools and do a good job in statistical analysis of data. Only by relying on these, can they plan a perfect interactive reflux scheme.

3. Solve the sales rate of stores.

When your old customers reach a certain scale and quantity, free use of AB plays a vital role in improving the sales rate and the weight of new products.

Skills of visiting customers

The roles of clients, mentors and speakers; Preparation, knowledge about the company and industry, product knowledge of the company and other companies, relevant information about this customer, the company's sales policy, extensive knowledge, rich topics, business cards and telephone books; Visit the craft design,

1. greetings. Before the customer (he) speaks, greet him in a friendly tone, such as "Good morning, Manager Wang!" "

2. Introduce yourself, master the company name and your own name, and hand in your business card with both hands. After exchanging business cards with (him), thank the customer for taking the time to meet him; This is my business card. Thank you for taking the time to let me see you!

3, narration, create a good atmosphere, in order to close the distance between each other, ease the tension of customers on strangers' visits; For example, "Manager Wang, I was introduced by Zhang Gong from your department. I heard him say that you are a very easy-going leader. "

4. The structure of the opening remarks,

(1) put forward the agenda;

(2) state the value of the agenda to customers;

(3) time agreement;

(4) ask whether to accept it; For example, "Manager Wang, today I want to know about your company's demand for * * products. By knowing your definite plans and needs, I can provide you with more convenient services. Our conversation only takes about five minutes. Do you think so? " ?

Skills of improving the relationship with customers 2 Rogers, the top ten American master and former deputy general manager of marketing, said, "Getting the order is the easiest step, and the real key is after the product is sold." If a salesperson wants to be a winner in the marketing field, he should pay more attention to improving the relationship with customers after the transaction.

First, carry out networking activities.

Participate in social activities with customers, such as organizing teams to play games and holding cultural performances. , so as to improve their visibility and close the distance with customers.

Li Kang Food Company mainly produces pecans, and most of its business comes from commercial customers. In order to maintain a good relationship with customers, the company set up a basketball team to find opportunities to play basketball friendly matches with government agencies and clerks. After the game, the employees of the company proposed to have dinner together, so that the employees and customers could communicate more and deepen their friendship.

This kind of communication does not involve business issues, and everyone feels relaxed, so the relationship between the two sides has been further improved, and the leaders and employees of both sides have become friends. The company also often holds cultural performances, invites customers to participate, rehearses programs and performs. The customer is very happy to have such a company's supplier and take the initiative to introduce friends to do business with him. Many of his new group buying customers were introduced by these old group buying customers. And some opponents want to cut into a piece of cake, and they have also been rejected by customers.

Two, invite leaders to visit or organize tourism and preside over the meeting.

Arranging mutual visits between leaders of both sides, or inviting customers to visit factories, travel to factories and have meetings are all good ways to communicate with customers and maintain good feelings.

Li Kang Food Company often invites group customers to visit or travel by taking advantage of its geographical position in eco-tourism scenic spots. Many enterprises hold year-end meetings. At the end of each year, Li Kang Food Company will reserve a conference room, invite all employees of customers to attend the annual meeting, make careful preparations, help customers buy all kinds of articles needed for the annual meeting, and deploy employees to form a customer annual meeting service team to provide them with professional service training and professional and thoughtful services.

The service team carefully observes the customer's needs and habits during the service process and records them in detail. These records are the details that customer service needs to pay attention to in the future. This method costs little, but it works well and has won high praise from customers. Customers know that those courteous and considerate waiters belong to their suppliers.

How does the sales industry improve its relationship with customers?

It is never too old to learn. Wide knowledge, wide knowledge (related professional knowledge). If the customer knows more than you do, do you think it is necessary to continue the conversation?

Be prepared before meeting customers, don't fight unprepared. Prepare at least a few sets of words to avoid getting stuck and embarrassed in the conversation. Fully prepared, confident and ready to go.

Details determine success or failure. Be careful and observe carefully. For example, clothes and manners can give a general understanding of a person's personality. Find a point of interest, single point blowup.

When meeting customers, chat is the main thing, supplemented by sales. Warm stew chicken is the best, right? You must inadvertently show your professionalism, sincerity and well-informed. Customers have a certain dependence on you, are you still afraid that you can't catch it?

Even if the customer delays placing an order, don't worry, contact the customer at any time, send a blessing message, call and talk at home. If you are mature enough, are you afraid that customers will not place orders? Don't be afraid to waste time. There are n prospective customers behind a prospective customer, which won't keep you from finding other customers.

How to do a good job in customer relationship management

Customer is an important asset of an enterprise, which is manageable. The homogenization of products in the market is serious, and enterprises must attach great importance to the management of customer relationship if they want to win competitive advantage and gain a firm foothold in the market.

At present, the development of information technology provides the possibility of one-to-one two-way communication between enterprises and customers. Customer relationship management has become a new focus in modern marketing field.

Customer relationship management can establish good customer relationship for enterprises, improve customer consumption experience, improve customer satisfaction and loyalty through the combination of management concepts and information technology means, thus creating more profits for enterprises. Therefore, it is of great practical significance for enterprises to implement customer relationship management. The following are four suggestions for enterprises to do a good job in customer relationship management.

First, change ideas and fully understand the importance of customer relationship management.

To implement customer relationship management, enterprise managers should first attach great importance to and give support, and change the traditional management concept. To realize customer information sharing among all departments of the enterprise, all employees should abandon the old business model, establish the idea of "customer-centered", strengthen information technology training, and enable employees to establish mutual recognition with customers. In particular, it is recommended that enterprises establish new business processes and organizational structures, and establish an assessment and incentive mechanism for salesmen based on customer satisfaction.

Second, build enterprise culture and improve customer management system.

Corporate culture is the values, beliefs, principles and management methods formed by the long-term development of an enterprise, and it is also the ideological style and behavioral norms of all employees. Customer relationship management is the embodiment of the whole business process of the enterprise, and it is the "eyes and ears" for the enterprise to contact with the external market and customers. This requires enterprises to build their own corporate culture system with customer relationship as the center and form a brand-new business strategic thinking. At the same time, enterprises need to explore a perfect management system, which is an important guarantee for the successful implementation of customer relationship management.

Third, handle the relationship between technology and people.

CRM system is not only a technology, but also a combination of technology and management. Therefore, enterprises should cultivate a team of employees skilled in operating systems to ensure that information technology can provide human resources for the establishment of customer relationships.

Therefore, it is particularly important to choose a management system suitable for enterprises. The sales automation of Baihui CRM can help you and your team to improve sales performance, leads, customers, contacts, business opportunities, sales forecasts, tasks and activities, make your sales behavior more automated, supervise the sales process, and reach more transactions in a shorter time.

Fourth, integrate marketing model to improve customer loyalty.

Enterprises need to form a set of strategic thinking from the concept of customer relationship management and penetrate into all aspects of marketing. Product design, channel development, price setting and promotion strategies should all reflect customers' thoughts and create higher value for customers. Under this marketing model, we can interact with consumers, suppliers, distributors, governments and other public positively, and provide customers with more attractive products or services than competitors, thus improving customer satisfaction and loyalty.

Customer management is the source of enterprise profits, and every enterprise wants to maintain a good and close friendship with customers, because it is related to the survival and development of enterprises. For enterprises, the perfect combination of customer relationship management theory and information technology can better help enterprises establish their own loyal customer groups.