How to maintain old customers

There are many skills in doing business, dealing with all kinds of trade and communication, which need to be learned and summarized slowly! What you said above is really normal for business, and the quality of the company's products is also a key. Do you want to know what kind of quality problems customers say? Have your products passed the certification in this field? I heard that your project is sure that the product is ok? ) Because some customers say that your products are not good, you may think that most customers can use them. In fact, there are not a few demanding customers. Maybe he took your product as a certification and found that some parameters of your product failed at the same time! We have had this problem, just like you, but only after communicating with the customer did we know that he was certified, because he was going to export, and the certification in each country was different ~ ~ It is normal that some parameters could not be met, and it is also possible to improve them after understanding. This is just a guess.

Hierarchical experts of customer retention strategy put forward three levels of customer retention strategy. No matter at which level the customer retention strategy is implemented, it can establish different degrees of contact between enterprises and customers, which also means providing different personalized services to customers.

At the first level, the means of maintaining customers is mainly to increase the financial benefits of customer relations by using price incentives. At this level, customers are willing to establish relations with enterprises because they want preferential treatment or special care. If the hotel can provide advanced accommodation for frequent guests; Airlines can advocate rewarding frequent fliers; Supermarkets can give discounts and refunds to old customers. Although these incentive plans can change customers' preferences, they are easy to be imitated by competitors, so they cannot maintain their relationship advantages with customers for a long time. Establishing customer relationship should not be a unilateral matter for enterprises, and enterprises should take effective measures to let customers actively establish relationships with enterprises.

The second level is to increase both financial interests and social interests, and social interests should take precedence over financial interests. Enterprise employees can make the service personalized and humanized by understanding the needs of individual customers, and increase the social contact between enterprises and customers. For example, in the insurance industry, keeping in touch with customers frequently, understanding the changes of customers' needs, sending small gifts such as cards, and enjoying some private information on holidays will increase the possibility of this customer staying in the insurance company.

The third level, on the basis of increasing financial interests and social interests, attaches deeper structural ties. The so-called structural connection is to provide customized services based on technology, thus improving efficiency and output for customers. This service is usually designed as a delivery system. It takes several years for competitors to develop similar systems, and it is not easy to be imitated.

Of course, at the same time, enterprises also need to acquire new customers, but this is no longer the focus of enterprise marketing activities in the current market environment.

At present, there are many misunderstandings about CRM, which is only an information system facing the front desk of enterprises, and little attention is paid to the management ideas contained in it, ignoring the strategic benefits that CRM can bring to enterprises.

The essence of CRM is to truly integrate all aspects of business around the needs of target customers, and it advocates a customer-centered enterprise management model.