12 methods for customer maintenance (establish a comprehensive customer relationship maintenance system) 1 Comment / Default / By huanggs
1 thought on “12 methods for customer maintenance (establish a comprehensive customer relationship maintenance system)”
Maintenance of customer relationships mainly:
Coustically establish a customer database: establish a customer database, mark and distinguish customers, improve customer information
C responsible customer maintenance: according to sales services, designated customer leaders are responsible Customer maintenance.
do a good job of sales promotion: formulate sales processes, effectively promote sales, gradually screen and close customers
do a good job of sales services: Do a good job of after -sales service for old customers who are responsible for themselves Good after -sales mechanism: Formulate plans, return to visiting old customers regularly, understand the situation and needs of old customers
The feedback mechanism: Establish a mechanism, receive the feedback from the old customers’ complaints on product after -sales and service
as done Good feedback mechanism: Establish a mechanism to activate old customers with regular feedback by activity or old customers
It let’s share it in depth:
The first step of the customer’s marking and distinguishing, and the improvement of customer information to maintain customer relationship is to establish a customer database. There are many customers, and they are not enough to rely on their brains and writing.
The main content of the Customer Database is to collect and record customer information, including:
The customer name, gender, age, customer status quo, needs, pain points, customers ‘industries, occupations, positions, customers’ preferences of customers , Personality, birthday, interaction between customers and sales, consumption habits, taste and cognition, customer source channels, introducers, etc. A customer’s file, marking and distinguishing customers, constantly improving customer data is the basis for maintaining customer relationships.
02 In charge of customer maintenance: allocate the customer leader of the customer according to the sales service, and the maintenance of the customer’s maintenance. The customer has a full period of value of the enterprise. Formation feedback, word of mouth transmission, customer referrals and so on.
but the value of customers to enterprise employees, such as sales, customer service, operation and maintenance, etc., requires enterprises to distribute corresponding maintenance leaders to customers at different stages.
The enterprise is responsible for the transaction customers, including after -sales, which is conventional, and there are actually disadvantages. On the one hand, the single and fixed person who maintains customers is not conducive to the real situation of the company’s understanding; on the other hand, once the sales leave, they will face the risk of losing a lot of customers.
Therefore, in terms of customer maintenance, enterprises need to carry out reasonable and mobilizing allocation and management according to the specific situation of sales and services.
03 Sales promotion: formulate sales processes, effectively promote sales, and gradually screen and transaction customers to maintain customer relationships to do a good job of promotion.
This requires enterprises to formulate standard sales processes to effectively promote sales from the data level.
The sales process can be roughly divided into the following stages:
IV: Customers have only sporadic consultations and have no clear intention. First, he met with the customer once and made the first communication intention. Customers’ intentions are clear, excavating customer needs and pain points, and negotiating prices. Customers have some understanding of the product, and they will trade at the same price when weighing similar products. Customers have trading intentions and desire to buy, and they can sign contract payment after payment. Customers have completed the purchase and enter the after -sales service stage. Each stage needs different demand and the sales staff need to be needed.
04 Sales services: Do a good job of after -sales service for old customers who are responsible for their respective customers to ensure the satisfaction of old customers to maintain customer relationships. The most critical node is the transfer between pre -sale and after -sales.
If customers feel a huge service contrast before and after sales, it will inevitably produce a huge psychological gap between enterprises and products, which will make customers feel deceived.
So the most important node to maintain customer relationship is to do a good job of undertaking sales services, do a good job of after -sales service for old customers who are responsible for themselves to ensure that they are satisfied.
The focus to pay attention to after -sales service is that attitude must be consistent with the care and serious and responsible attitude before sale. If the client does not feel ignored and dealt with, there will be no huge gap in emotion.
05 Make a good after -sales mechanism: formulate a plan, regularly return visit to old customers, understand the situation of old customers, and maintain customer relationships. Establish the after -sales service system and mechanism, formulate a after -sales service plan, and regularly visit the old customers
to pass the field.
06 The feedback mechanism: establish a mechanism, accept the sixth step of feedback to maintain the customer relationship of the old customers’ complaints on the after -sales and services of the product is to establish a customer feedback mechanism, which includes:
Establish a after -sales service contact telephone number after -sales service response mechanism to accept the more concentrated issues of complaints on products and services, such as complaints on products and services, adjusting product adjustments, upgrading customers with valuable feedback companies need to establish a good interaction with customers. Relations, the link to maintain customer relationship is product and customer needs.
This to grasp the situation of product and customer needs through the feedback mechanism is a comprehensive quality supervision of enterprise products, customer service, and sales.
07 Do a good job of feedback mechanism: Establish a mechanism, use activities or regularly feedback to activate the last step of old customers to maintain customer relationships. It is a good feedback mechanism for customers. n The simplest feedback mechanism is the most moving feedback mechanism for regular membership days of monthly membership days is the customer’s birthday’s greeting card and the most commercial customer feedback of the customer. There is a family, a group of colleagues, a group of friends, a social circle, and even the use of tens of millions of people, especially with the use of self -media, and the circle of friends of an old customer may bring an inestimable loss to merchants.
The real value of maintaining old customers is:
Pransm customers have a trust foundation, experience in purchasing, and habit of maintaining old customers can transform new sales. Old customers can cost lower costs. The old customer who bought the product is the source of word of mouth and the source of word of mouth. It has great significance and value of the Internet for the long -term development of the enterprise. You can maintain life with 1,000 loyal fans.
The 1,000 fans are the kind of recognition of your values, attracted by your content, and willing to pay for word of mouth and knowledge for you. All you have to do is to find and maintain them.
It, whether for individuals and enterprises, customers are important assets, and they need to pay attention to and do a good job of maintenance!