How to maintain key customer relationships

How to maintain relationships with key customers

How to maintain relationships with key customers. The long-term and stable development of an enterprise is indispensable for establishing long-term cooperative relationships with customers. Once you do not contact the customer, the customer may If you change your mind or feel that there is a problem with your service, the following will share how to maintain key customer relationships. How to maintain key customer relationships 1

1. Key customer identification

First of all, companies must identify For large customers, this process can be completed with the help of CRM data analysis, which mainly involves selective screening through the consumption amount, cooperation period, company strength and other information recorded in the CRM (refer to the characteristics of large customers mentioned above) .

2. In-depth understanding and classification of major customers

Before starting marketing work, you must understand the needs of major customers, know what they lack, what they want, and what we can give, and then Provide a reasonable plan based on needs and carry out targeted marketing efforts. What companies need to know are:

①Customer operations;

②Customer markets and their customers;

③Operation processes of the industry where the customer is located;

④The value of the company’s products/solutions to the customer’s business.

In addition, understanding customer needs is likely to help companies find new sales leads and tap more potential customers. Wukong CRM can analyze the needs of the key customers that are being followed up based on the customer information that has been entered, so that the sales representatives can improve the marketing strategy during the next follow-up process, thus promoting key customer marketing more effectively.

3. Pay attention to the marketing process

The development and maintenance of customers is a process, especially the development and maintenance of large customers. Therefore, companies are required to manage the entire marketing process well. The intelligence and news you come into contact with during the marketing process must be summarized and analyzed in a timely manner so that you can have a deeper understanding of your customers. If you pursue quality in details, success will come naturally.

The customers, business opportunities, daily activities and other modules in the CRM system are often used in the daily sales process. Sales staff can self-summarize the problems encountered in their work, and managers can also address them. Provide timely guidance on problems in the marketing process to help sales staff improve their sales skills.

4. Maintain good relationships with major customers

The cost of developing new customers is 2-5 times the cost of maintaining old customers, so companies need to do their best Maintain loyal customers, especially loyal big customers.

If you maintain the relationship with major customers well, you are likely to win a word-of-mouth effect and have more and more customers come to you, or major customers take the initiative to introduce new customers to you. This good customer relationship will bring more and more customers to the company. Enterprises also use CRM to send mass emails and text messages, and send birthday greetings, holiday greetings and promotional activities to customers in batches. While maintaining good customer relationships, enterprises also conduct major customer marketing.

5. Enterprise resource sharing

With the help of linear CRM, customer information can be shared among various departments of the enterprise, including the sales department, product department, technology department, etc. Seeing the corresponding customer information will make you more targeted when providing services.

The CRM customer relationship management system is oriented to customer needs and is designed to meet the needs of corporate marketing management. It standardizes and simplifies marketing management and reduces the difficulty of work management for managers. At the same time, all marketing data All are on the company's platform, allowing the company's operations to have precipitation and data support. The work of each department is connected as a whole to provide the best service to major customers, improve customer satisfaction and enhance customer loyalty.

Key customers are an important customer resource for an enterprise. Generally speaking, 80% of project revenue comes from key customers who only account for 20% of its total customers. Therefore, if a company manages and maintains key customers well, it is equivalent to holding on to an important asset.

Enterprises should do their best to do a good job in management and service, create value for major customers, and achieve a win-win situation with major customers. How to maintain key customer relationships 2

Tips for maintaining old customers 1. More preferential measures

Such as quantity discounts, gifts, longer-term credit sales, etc.; and communicate with customers frequently, Maintain good rapport and a harmonious atmosphere.

Tips for maintaining old customers 2. Special treatment for special customers

According to the 80/20 principle, 80% of a company’s profits are created by 20% of its customers, and not all customers are responsible for the company. All have the same value, some customers bring higher profit margins, and some customers have longer-term strategic significance for the company. A research report published by the Harvard Business Journal in the United States pointed out: Customers who visit multiple times are more likely to be customers than first-time customers. People can bring 20-85 more profits to the company.

Therefore, companies that are good at management should segment customers according to their own value and profit margins, and pay close attention to high-value customers to ensure that they can get the special services and treatment they deserve, so that they can become a business of loyal customers.

Tips for maintaining old customers 3. Provide systematic solutions

Not only sell products to customers, but also proactively tailor a suitable system for them Solutions, care for and support customer development in a wider range, enhance customers' purchasing power, expand their purchase scale, or explore new consumption channels and consumption methods with customers to create and promote new needs.

Tips for maintaining old customers 4. Establish a customer database and establish good relationships with customers.

Daily visits, sincere greetings on holidays, weddings, sincere blessings on birthdays, and a bouquet of flowers will all make customers deeply moved. The end of a transaction does not mean the end of the customer relationship. We must maintain contact with customers after the sale to ensure that their satisfaction continues.

Tips for maintaining old customers 5. Communicate deeply with customers to prevent misunderstandings

Failure to meet customer needs effectively is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should promptly convey information on changes in corporate business strategies and strategies to customers to facilitate the smooth development of customer work. At the same time, we collect customers' opinions and suggestions on the company's products, services and other aspects, and integrate them into the improvement of the company's various work.

In this way, old customers can not only know the company's business intentions, but also effectively adjust the company's marketing strategy to adapt to changes in customer needs. On the other hand, we are good at listening to customers' opinions and suggestions, establishing corresponding communication channels for complaints and after-sales services, encouraging dissatisfied customers to express their opinions, and handling customer dissatisfaction in a timely manner

And from the perspective of respecting and understanding customers, we stand on the Think from the customer's perspective and adopt a positive, enthusiastic and timely attitude. At the same time, we must also follow up to understand customers and take proactive and effective remedial measures. A large amount of practice shows that 2/3 of customers leave their suppliers because they do not care enough about customers.

Tips for maintaining old customers 6. Create obstacles for customers to leave

An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers cannot easily run to buy competitors. products. Therefore, from the perspective of the enterprise itself, it is necessary to continuously innovate, improve technical means and management methods, and increase the transfer cost and threshold of customers; from the perspective of psychological factors, the enterprise must strive to maintain close relationships with customers and make customers emotionally loyal to the enterprise. If you become dependent on and accustomed to a company's image, values, and products, you will be able to establish a long-term relationship with the company.

How to maintain key customer relationships 3

Sales and customer communication skills

1. Don’t exaggerate and lie

In any product, there are good and bad qualities As a salesperson, you should stand from an objective perspective, clearly analyze the advantages and disadvantages of the product with customers, and help customers "shop around". Only by knowing the other and being familiar with the market conditions can customers be convinced. Take your product orally. Any deception and exaggerated lies are the natural enemies of sales. They will not only cause customers, but also have an irreversible impact on the store and even brand reputation.

2. Ask questions

Salespeople should arouse customers' desire to buy in a natural way. This method is to ask questions. By asking questions, we can get the following conclusions: Find out what is going on in the customer's mind? How about finding out your customers’ true motivations? Find out what your customers believe?

By asking questions, you take control and direct their attention to get them into the state you want. However, remember that when you ask a question to a customer, you must get some affirmative answers from the customer's mouth such as "yes" and "right". This makes customers feel comfortable.

3. Praise your customers from time to time

Carnegie said, "One of the weaknesses of human nature is that we like praise from others." Everyone will feel that they have something to brag about. If a salesperson can If you grasp the customer's psychology and make good use of it, you can successfully approach the customer. If you start selling with praise, you will easily gain the customer's good impression of you, and the hope of successful sales will also be greatly increased.

Of course, praising the other party is not just a kind word. Just a few words of praise will be effective. If the method is not used properly, it will have the opposite effect. Therefore, the salesperson must be careful when using the method of complimenting. Target, understand the situation, choose the right time, and give the compliment just right. At the same time, your compliments should be sincere, so that customers can feel that your compliments come from the heart. Praise is one of the more important sales skills. Learn it carefully, practice it well, and use this skill well, and you will definitely get more and more orders.

4. Don’t say negative words

The positivity and negativity of words, or the affirmation and negativity, is another important aspect that must be paid attention to when speaking. Never say no to a customer. Everyone is unwilling to be rejected. In fact, it is not because they are disappointed because the goal has not been achieved, but because they don't like the feeling of rejection.

In sales, giving customers more affirmative answers will make them feel that you are sincere. Even if the requirements made by customers are indeed very demanding and there is no way to achieve them unconditionally, you can first confirm them and then attach conditions, which will make it easier for customers to accept them. For example, you can say "Yes, but the cost of doing this is,".

5. Use less professional terminology

Treat customers as colleagues and train them, speaking professionally to appear professional. But in fact, the customer was confused and didn't want to hear it at all. If you don’t understand many professional vocabulary, then why buy the product? If these terms can be converted into simple words so that people can understand clearly after hearing them, then the purpose of communication can be effectively achieved and product sales will be smooth.

In addition, the positivity and negativity of words, or affirmation and negativity, is another important aspect that must be paid attention to when speaking.

Customers don't care at all about how many agents, stores, patents, and certificates you have... Customers only care about what benefits you can bring to them, what needs your products can meet, and what problems they can solve! Marketing is not about giving you what you have, but what customers really want! Marketing must cater to what they want!

6. Think about the customer and speak from the other person’s point of view

Looking at the current situation, how many salespeople are busy all day long but never achieve anything at all? Why? ?Because they only think about their own needs and do not imagine that customers need to buy anything. If they really need it, they will go to the streets to buy it themselves.

On the contrary, if the salesperson can understand that their service is to help people solve their problems, in this case, people will of course pay for his things. Everyone needs to satisfy their own needs to understand others, so that they can be appreciated by others and gain their kindness and welcome.