How to maintain customer relationship

How to maintain customer relationship and establish good emotional communication with customers is an important way for enterprises to maintain customer relationship. Many things that customers will take for granted. Here I share how to maintain customer relationship.

How to maintain customer relationship 1 1, define customer needs and actively meet them.

Enterprise managers should not only take more preferential measures, such as quantity discounts, gifts, and longer-term credit sales. , but also often communicate with customers to maintain a good and harmonious relationship. Attention should not stop at the level of selling products to customers. We should take the initiative to tailor a set of suitable systematic solutions for customers, care for and support their development, enhance their purchasing power, increase their purchases, or discuss new consumption methods and ways with customers to create and promote new demands.

2. Establish a database and establish a good relationship with customers.

Establishing good emotional communication with customers is an important way for enterprises to maintain customer relations. They organize customer-related information into files, always pay attention to their daily dynamics and provide corresponding services according to their actual needs. Daily visits, holiday greetings, and even a blessing and a bunch of flowers on customers' birthdays will deeply impress customers.

3. Do a good job in customer classification

Every customer's needs and spending power are different, so different customers should mark different attributes, which is what we call customer labels. Customer classification is convenient to distinguish and maintain customers and make reasonable resource matching. For example, potential customers can call and greet at appropriate times, intend to visit customers at home, bring small gifts from the company, hold banquets at critical moments, and regularly send holiday wishes to customers who have completed transactions. Create unlimited value with limited time and achieve the best effect of maintaining customer relationship.

4. Choose the right time to contact customers.

If the customer receives a sales call when he is busy as a bee, it will definitely arouse disgust, and there are two results: one is to hang up directly; Second, refuse directly after connecting, which means there is no time. Every industry has its busy hours, so we should learn to distinguish the busy hours of different customers and avoid contacting customers when they are busy.

5. Help customers win benefits

When visiting customers, if you come up and talk about products, talk about products, talk about products, this sales proposition is too clear, which makes customers think that you are too powerful. If you send customers their industry market analysis reports, successful cases, competing products analysis, making a fortune, interesting stories and even business models, it will be easier to win customers' recognition, make customers feel trusted and get unexpected results.

6. Clearly let the customer know what you have done for him.

Many things customers will take for granted that you have done, or they simply don't know that you have made efforts after something, and they will only take it for granted. This is a common situation in our life. Friends don't have to care too much, but we can't do it with customers. We want to be friends, but before we become real friends, we need to let our customers know what we have paid, so that our feelings with our customers can heat up rapidly.

The relationship between business practitioners and customers is far from so deep, so we must let customers know about our efforts. For example, when helping customers to deal with some disputes in the process of trade, we should first communicate with customers and tell them not to worry. We are dealing with it, and we will handle the problem well and clearly tell our customers what efforts and work we are doing.

7. Visiting customers and communicating face to face are good ways to enhance feelings.

Don't worry about from ruin. The client is not looking for an object. He doesn't have such high expectations for you. You may not be able to communicate with him online for half a year, because face-to-face communication is more real and impressive. In the past, he may have only seen your photos and words and heard a little voice conveyed by electricity, but when you sit face to face with him, he can obviously feel your charm.

8. Cultivate loyal employees and stabilize old customers.

Loyal employees can bring loyal customers. Without a solid base of old customers, sales to new customers can only make up for the lost old customers, and the total sales volume will not increase.

How to maintain customer relationship 2 1, dependence

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 are unwilling 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 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.