Imagine a scenario, where there are lots of businesses and no customers. To be frank no business house will survive if they do not take care of their customers. As such, customer relationship management is one of the most important areas where the business house has to spend time and money. In today’s age where there is stiff competition among the manufacturers and distributors, getting a customer is difficult. But equally important is to retain the customer.
The quality of the product or service that is sold by the business plays an important role in getting the customer experience right the first time. But if the company fails to give proper service after the sales process, the customer may be lost forever. Here again there is a huge risk of the customer talking to others about the lack of customer service. This will give way for the company losing many future customers and again will affect the reputation. This will be a golden opportunity for the competition to overtake you. So as you see, one customer lost can harm the business house in many ways. And as the reality goes, it is difficult to build a reputation and it is far more difficult to bring back a lost reputation and customer.
With the development of software and computing, new customer relation management software have evolved. Gone are the days when the details of the customers are kept in cupboards, files and mobile phones. All the details are now stored in one place and it any information can be recalled with the press of a key. Thank to the development in technology.
The CRM system not only manages the information regarding the customers, but also helps in lead generation and up-selling process. The sales force can save time getting such information and spend more time interacting with the customers.
Though technology plays an important role in CRM management, there is an inexhaustible list of actionable that the company can do to have an excellent customer satisfaction. Let us discuss about a few of them.
The CRM starts even before the sales person meets the customer. It is always good to have some basic information about the customer, like his age, profession, family and the right time to fix an appointment. This can help the sales person to break the ice and catch the customer when he is the most available to talk. Again please remember that you may not get much time to pitch in your product. So it is up to you to make the best use of his time
Again you need to be very sure that the product or service that you are trying to sell adds value to the customer. You need to have your homework done properly on this. Ensure you have a very good knowledge of the service or the product you are having. Pitching the wrong product to the customer is a huge wastage of time and money
Once you have done the sales and the process is over, please ensure you give a courtesy call to customer. This is to ensure that he received whatever that was promised to him. And also you can help clarify some doubts if he has any.
A happy customer can give you a positive feedback along with some leads. Always remember that the personal propagation is far more effective than any mode of advertisement. A happy customer can give you more sales when you come up with a new product or an upgraded version of the one you have sold.
Sending handwritten greeting cards on important occasions will add up to your customer loyalty and can build up on your earnings. Another important role that the management can play is to get a customer meet once in a while .This can be used as platform to tell your customers about the new plans and products the company is having on the anvil. This will also serve as a podium to address the concerns of your customers if any, and also help the company to get their opinion on improving the entire process.
Hope we are clear on the importance of a good customer relationship management. Please make sure, whatever you do , you do it with your heart and soul. Else your efforts will not bear any fruit.