Enhance the relationship skills with customers
Enhance the relationship skills with customers. The core of customer relationship maintenance is to make customers not only feel at ease about the products they use, but also feel the added value of our good services and products, and finally form a relatively stable and loyal user base. Here are the skills to enhance the relationship with customers. Skills of improving the relationship with customers 1
28 theory of customer maintenance
People's life is limited, and time is more precious. How to balance time cost and profit? Maybe the 28 th theory can give you some enlightenment and combine the grouping function of this platform to maximize your time.
in many industries, 2% of the most valuable customers can bring 8% of the profits to enterprises. On the contrary, many customers have very low value to the enterprise. Enterprises should pay more attention to the work of these 2% people, which may cost a lot, but it is worthwhile.
in addition, 2% of 8% customers are wasting the resources of the enterprise, and it is necessary for the enterprise to give up decisively for them; For the remaining 6% of customers, it is not a loss or a profit, but it can maintain the scale of the enterprise, and the enterprise should try to keep them.
So we need to study and find out what the characteristics of those 2% people are, why they are loyal to this brand, and what strategies should be taken to keep them loyal so as to generate profits for the enterprise.
there is an idea of "turning all disloyal customers into loyalty", which does not make much sense. Even if some customers become loyal customers, enterprises may still not be able to make money from them.
because they only value the continuous price reduction and promotion of enterprises, this loyalty can't bring profits to enterprises. Of course, for those potential and high-value customers, we should improve their loyalty and make them a loyal and high-value 2% member.
Customer maintenance should have a comprehensive customer data database
No matter how smart your brain and good memory you have, it is impossible to remember every detail of your customers, so it is necessary to have a customer database, which is also the first step for you to start your work. Some people may have a big head when they see that they want to create a database.
Actually, it is not difficult to create a database. The simplest customer database is your phone's address book, but I don't recommend you to use your phone's address book as your customer database here, because it is too simple to input the customer database information you need and can't meet your daily work needs.
If you like, you can search online. There are many softwares similar to customer databases available.
It is also an effective way to improve customer relationship to contact or pay a return visit to customers frequently.
It is very easy to send SMS or E-MAIL greetings to customers on holidays by sending SMS and multiple emails. Always keep in touch with your feelings, and don't let the customer think that you have forgotten him or her. After all, this is a tradition in China!
some users can call for greetings at regular intervals; More important customers should visit and communicate at home, and bring small gifts from the company to entertain important customers at critical moments; Add the birthdays and home addresses of customers, especially big customers, to your customer database in time. After all, important customers account for most of your sales, so it is right to pay enough attention to them.
when paying a return visit to customers, the sales staff should keep abreast of the customer's use of products; Understand whether the customer has new demand in the near future, so as to find new sales opportunities; Promote and promote new products to customers, and create resale.
in addition, pay attention to the seriousness and easygoing of your formal dress and speech, which is necessary when meeting customers, that is, to improve your image and show respect for customers.
The final result
There are no eternal friends in business, only eternal interests. If there is no interests between you and your customers, then your customers are quietly losing. Please always remember that how to maximize the benefits between you and your customers is the center of maintaining customer relations.
Similarly, people need emotional and gift lubrication, so don't forget to give customers some suitable small gifts or give them a certain rebate policy. If the business benefits are really good, it is best to give customers some unexpected benefits. Because of this, you can improve your relationship with customers and gradually improve their loyalty.
group customers
how to measure the value of customers? How can I allocate my customer maintenance time? This makes use of the address book grouping function of Ken Wei's free office platform. You can group the address book according to your needs, for example, you can divide the address book into family, friends, important customers, ordinary users, group customers and so on.
In the address book database, the loyal and profitable customers are grouped according to your standards, and then treated specially with different strategies, or the working hours are allocated according to the profit, so as to win more commercial profits.
different industries have different standards of measurement. For example, in the financial industry, whether the customer has bought many different wealth management products, whether he has a lot of loans and how much money the bank earns from him can be used to judge the value of the customer.
You can also carefully observe the customer's needs and habits and record them in detail. These records are the details that need to be paid attention to in future customer service. This method costs little, but the effect is very good, and it often gets high praise from customers.
Time division skills of customer maintenance
If you have an interview with a customer, I recommend the time allocation and negotiation skills of "two minutes to talk about the topic and eight minutes to talk about home affairs or current affairs", because it may make both parties happy, and with this experience, customer maintenance will be successful.
analysis of the success or failure of customer maintenance
for the lost customers, we must first find out the crux of the problem and why the customers are lost. What kind of customers are losing? When was it lost?
we should focus more on the crux of the problem than on the lost customers. After that, dig deep according to the problems found and prescribe the right medicine. For example, a sales manager found that customers were dissatisfied with their services and orders fell.
after investigation, I realized that because the company wanted to go public, adding a lot of systems and approval procedures, customers were too troublesome, and felt that they spent too much time. More importantly, they thought that their partners no longer valued themselves, so some orders turned to more flexible companies.
after discovering these problems, the company changed the handling methods in time to re-establish the brand image in the eyes of customers.
Taobao sellers' skills in maintaining old customers
1. Improve the code scanning rate and increase the code scanning channels
2. Interactive marketing and planning the backflow scheme
The ultimate goal of interaction is backflow. As we all know, because of the competitive relationship between WeChat and Taobao, Taobao has launched Taobao password, which is very important for the return of old customers. For their own products, sellers should be good at using the daily promotion tools in Amoy Department and do a good job in statistical analysis of data. Only by relying on these can they plan a perfect interactive reflux scheme.
3. Solve the sales rate of the store
When your old customers reach a certain scale and quantity, using AB free of charge plays a vital role in improving the sales rate, and it is also very helpful for improving the weight of new products.
Customer visiting skills
The role that the customer should play, a mentor and a speaker; Preparatory work, knowledge about the company and the industry, product knowledge of the company and other companies, relevant information about this customer, sales policy of the company, extensive knowledge, rich topics, business cards and telephone directory; Call flow design,
1. Say hello. Say hello to the customer (he) in a friendly tone before the customer (he) opens his mouth, such as, "Good morning, Manager Wang!"
2. Introduce yourself, clearly state the company name and your own name, and hand in your business card. After exchanging business cards with (him), express your gratitude to the customer for taking the time to meet yourself; This is my business card. Thank you for taking the time to let me see you!
3, narration, create a good atmosphere, so as to close the distance between each other and ease the tension of customers on strangers' visits; For example, "Manager Wang, I was introduced by Zhang Gong from your department. I heard from him that you are a very easy-going leader".
4, the structure of the opening remarks,
(1) putting forward the agenda;
(2) state the value of the agenda to customers;
(3) time agreement;
(4) ask whether to accept; For example, "Manager Wang, today I came to know about your company's demand for * * products. By knowing your clear plans and needs, I can provide you with more convenient services. Our talk only takes about five minutes. Is that ok with you?"? Improving the relationship skills with customers 2
Rogers, one of the top ten American experts and former deputy general manager of marketing, said, "Getting the order is the easiest step, and the real key is after the product is sold." If a salesperson wants to be a winner in the marketing field, he should pay more attention to improving the relationship with customers after the transaction.
First, carry out social activities
Have social activities with customers, such as organizing teams to play games, holding cultural performances, etc., so as to improve their popularity and narrow the distance with customers.
Kang Li Food Company mainly focuses on pecans, and most of its business comes from business customers. In order to keep a good relationship with customers, the company specially set up a basketball team to find opportunities to play basketball friendly matches with government agencies and clerks. After the competition, the employees of the company proposed * * to have dinner, so that the employees of the company and the customers can communicate more and deepen their friendship.
This kind of communication does not involve business issues, and everyone feels relaxed, so the relationship between the two sides has been further promoted, and the leaders and employees of both sides have become friends. The company also often holds cultural performances, inviting customers to participate, * * * rehearsing programs and * * * performing. Customers are happy to have a supplier like this company and take the initiative to introduce their friends to do business with him. Many of his new group buying customers were introduced by these old group buying customers. And some opponents want to cut in and share a piece of cake, which has also been rejected by customers.
2. Inviting leaders to visit or organize tours and host meetings
Arranging mutual visits between leaders of both sides, or inviting customers to visit the factory, travel to the factory location and hold meetings are good ways to communicate with customers and maintain good feelings.
Kang Li Food Company often invites group customers to visit or travel by taking advantage of its location in eco-tourism scenic spots. Many enterprises hold year-end meetings. At the end of each year, Kang Li Food Company reserves the meeting room, invites all employees of customers to come to the annual meeting, and makes careful preparations to help customers purchase all kinds of items needed at the annual meeting, and deploys employees to form a customer annual meeting service team, and provides them with professional service training, so as to provide customers with professional and thoughtful services.
the service team carefully observes the customer's needs and habits during the service, and records them in detail. These records are the details that need to be paid attention to in the future customer service. This method costs little, but the effect is very good, which has won high praise from customers. Customers know that courteous and considerate waiters are their suppliers' skills to improve the relationship with customers. 3
How can the sales industry improve the relationship with customers?
It's never too late to learn. Have a large amount of knowledge and a wide range of knowledge (related professional knowledge). If the customer knows more than you do, do you think it is necessary to continue talking?
you must be well prepared before meeting your customers, and don't fight unprepared. At least prepare a few sets of words to avoid getting stuck in conversation, which is embarrassing. Well-prepared, confident and ready to go.
details determine success or failure. Be careful and observe carefully. For example, clothes, manners, can roughly understand a person's personality. Find a point of interest, single point blowup.
When meeting customers, it is mainly to chat and get to know each other, supplemented by sales. Stewed chicken with warm fire is the best, isn't it? You must inadvertently show your professionalism, sincerity and knowledge. Customers have a certain dependence on you, are you still afraid of not being able to hold them?
even if the customer delays placing an order, don't worry. Always contact the customer, send a blessing message, make a phone call, and talk about it at home. Are you afraid that the customer will not place an order when you get to a certain degree? Don't be afraid to waste time. There are n prospective customers behind a prospective customer, and it won't delay you from going to other customers.
how to do a good job in customer relationship management
customers are important assets of enterprises and are manageable. The homogenization of products in the market is serious, and enterprises must attach great importance to the management of customer relationship if they want to win competitive advantage and gain a firm foothold in the market.
At present, the development of information technology provides the possibility for enterprises and customers to realize "One to One" two-way communication. Customer relationship management has become a new focus in the field of modern marketing.
customer relationship management can build a good customer relationship for enterprises, improve customer consumption experience, improve customer satisfaction and loyalty, and thus create more profits for enterprises through the combination of management concepts and information technology means. Therefore, it is of great practical significance for enterprises to implement customer relationship management. The following are four suggestions for enterprises to do well in customer relationship management.
First, change the concept and fully understand the importance of customer relationship management
To implement customer relationship management, enterprise managers should first attach great importance to and give support to change the traditional management concept. To realize customer information sharing among all departments of the enterprise, all employees should abandon the old business model, establish the idea of "customer-centered", strengthen information technology training, and enable employees to have the ability to establish mutual recognition with customers. It is especially recommended that enterprises set up new business processes and organizational structures, and establish an assessment and incentive mechanism for salesmen based on customer satisfaction.
second, build a corporate culture and improve the customer management system
corporate culture is the values, beliefs, principles and management methods formed by a long-term development of an enterprise, and it is the ideological style and behavioral norms of all employees. Customer relationship management is the embodiment of the whole business process of an enterprise, and it is the "eyes and ears" for the enterprise to contact with the outside market and customers. This requires enterprises to focus on customer relationship to build their own corporate culture system and form a brand-new business strategic thinking. At the same time, enterprises need to explore a sound management system, which is an important guarantee for the successful implementation of customer relationship management.
third, deal with the relationship between technology and people
CRM system is not only a technology, but also the integration between technology and management. Therefore, enterprises should cultivate a team of employees who are skilled in operating systems to ensure that they are in