What are the customer management methods?

Customer management is the process of communication, exchange and interaction between enterprises and customers, and it is the key to realize customer satisfaction and loyalty. The following will introduce the methods and specific operation steps of customer management.

First, establish a customer file.

Establishing customer files is the first step of customer management. Customer files should include basic information, contact information, purchase history, complaint records and other important information of customers, so that enterprises can understand customer needs and provide better customer service. The method of establishing customer files can be realized by the following steps:

① Collect customer information. Customer information can be collected by filling out forms, online registration and questionnaires.

② Sorting and classifying customer information. Classify customer information according to different attributes, such as gender, age, region, occupation, etc.

③ Establish customer files. Organize customer information into electronic or paper files and store them in the customer management system.

For example, a catering enterprise has established a customer file, which can keep abreast of customers' ordering preferences, complaint records and other information, thus providing better services in time.

Second, classify customers.

Customer classification refers to the classification of customers according to their characteristics and needs, so that enterprises can better carry out marketing and service. The customer classification method includes:

(1), classified according to customer value. Classify customers according to their contribution, loyalty and development potential.

② Classification by purchase behavior. Classify customers according to their purchase frequency, purchase amount and purchase time.

(3) According to the attributes of region, age and occupation.

For example, a bank classifies customers according to their contributions and development potential, and formulates corresponding service and marketing strategies to improve customer satisfaction and loyalty.

Third, implement customer service.

Customer service is an important way for enterprises to maintain customer satisfaction and loyalty. The method of customer service includes:

① Respond to customer feedback in time. Respond to customers' inquiries, suggestions and complaints in time, adopt a positive attitude to solve problems, and enhance customers' trust and satisfaction.

② Provide personalized service. According to customer needs and preferences, provide personalized products and services to enhance customer stickiness.

③ Establish customer relationship. Establish customer relationships through gifts, activities, etc. , and improve customer loyalty.

For example, an e-commerce company provides 7*24 hours online customer service, answers customer questions in time, and regularly organizes customer experience return visits.