Implementation plan of customer management and customer relationship maintenance in beauty salons

A. Basic information: It mainly includes personal information such as the customer's name, address, telephone number, age, interests, hobbies, skin type and family.

B Service status: including the customer's consumption in the store, such as the content of nursing services provided to customers, the number of beauticians, the skin problems to be solved and the current situation, the customer's expectation, the brand, quantity and type of products purchased in the store, etc.

2. Customer management principles:

A. Dynamic management: After customer management is established, it can't be ignored, otherwise it will lose its meaning. The customer's situation will change, so we should adjust and deal with the customer's information at any time, sort out, supplement and update the old information in time, track the customer and keep the customer management dynamic.

B. Highlight key points: We can classify different types of customers and highlight key customers, and determine the content and frequency of return visits according to the specific conditions of customers.

C. Flexible use: The collection and management of customer data is aimed at customer service. Therefore, after the establishment of customer files, it is necessary to provide them to beauticians in a timely, comprehensive and flexible manner, so as to turn dead data into living data and improve service quality and customer satisfaction.

D. Special person in charge: the store manager is responsible for the management of customer data to avoid the loss of customer data, only for internal employees.

3. Customer management analysis method

(a) the composition of the customer analysis:

A. Subtotal annual, monthly and mobile customer consumption;

B. summarize the total consumption of customers by category;

C. Make statistics on the proportion of customers, sales volume and monthly customers in the total consumption.

D. customers are divided into three categories by ABC method; Class A and B annual consumer customers are the key customers of beauty salons, and Class C customers can be regarded as potential customers in the future.

It can also be classified according to the customer's address or community.

(2) Analysis of customers' consumption in this beauty salon:

A. Grasp the monthly consumption and annual consumption of each customer;

B, calculating the proportion of each customer's consumption to the total performance of the beauty salon;

C. Check whether the proportion has reached the expected level of this beauty salon;

D. The beauty salon's ability to solve the customer's problem skin, the advantages of nursing the problem skin, the customer's satisfaction and reputation.

(3) Analysis methods of consumption composition of different commodities:

A. Arrange all kinds of goods consumed by customers according to the sales volume from high to low;

B. Add up the accumulated sales of all products and calculate the proportion of sales of various products in the accumulated amount;

C. check whether the purpose of the beauty salon is achieved;

D. Analyze the commodity consumption tendency and existing problems of different customers, check whether the sales focus is correct, recommend the best-selling products to potential customers, and determine the future sales focus.