Good Way Of Customer Management And Communication

Establishing a customer database with the core of "customer data card" is

To carry out "customer management", we must establish customer archives and implement "filing management".

"Filing management" is a management method that records, saves, analyzes, collates and applies all the data of the customers, so as to consolidate the relationship between the manufacturers and enhance the business performance.

Among them, "

Building customer database

The purposes and advantages of establishing "customer data card"

It distinguishes existing customers from potential customers.

Second, it is easy to send advertisement letters.

(3) use customer information card to arrange receipts and payment order and plan.

Understand the sales situation of each customer and understand their trading habits.

(5) when a salesperson asks for leave or resigns, the successor can continue to serve the customer.

When making time plans, we can make efficient and specific access plans by using the customer information card.

We can thoroughly understand the situation of customers and the results of pactions, and then get their cooperation.

According to the customer data card, we should narrow the paction volume to the customers with low credit rating and increase the paction volume to the customers with high credit rating, so as to facilitate the formulation of specific sales policies.

The director should make good use of customer information card.

Regional managers should pay attention to the filing management of customer information, and pay attention to (or supervise the use of) customer data card.

Here are some ways to increase customer performance by using customer data cards.

Check the customer information card of each salesperson at least once a week.

Remind the salesperson to consult the reference card before visiting the customer.

3. Ask the salesperson to go out to visit and carry only the customer information card to be visited.

4. Ask the salesperson to return the "customer information card" when he returns.

(5) at the end of the month or at the end of each quarter, the regional supervisor should analyze the customer paction card as a reference for adjusting the sales route of the salesperson.

Reference should be made to the actual performance of the "customer data card", so as to draw up the "regional sales plan for the year".

The customer data card will be considered as an important item to evaluate the performance of the salesperson.

Business executives should remind themselves of whether they often discuss with the salesperson the outcome of the day before (or several days ago).

Check whether sales and receipts are balanced, and whether there is overdue payment.

The principle of using customer data card to manage customers

When using customer data card to manage customers, we should pay attention to the following principles:

Dynamic management

"Customer data card" can not be ignored after its establishment, otherwise it will lose its value.

By adjusting and rejecting the changed information, we can timely replenish new information and track the changes of customers in the archives so as to keep the management of customers dynamic.

Highlight the key points

We should identify key customers from numerous customer information.

This includes not only existing customers, but also future customers and potential customers.

This can provide information for choosing new customers and developing new markets, and creating opportunities for the development of the market.

Flexible application

The purpose of customer data collection and management is to make use of it in the sales process, so it should be provided to sales personnel and related personnel in a flexible manner so that dead data can be turned into living materials, so as to improve the efficiency of customer management.

4. Responsible person.

Since many customer information is not outflow and can only be used for internal use, customer management should be determined by specific regulations and methods, specially managed by the special person, strictly controlling and managing the utilization and lending of customer intelligence data.

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Organize customer serialization

How to manage a large number of customers is a very important job.

Organizing customer serialization is such a simplification and effective management method.

Two different tools can be used for specific operations.

Organize according to customers' attitude towards products.

According to customers' attitude towards products, customers can be divided into three categories: loyal customers, brand pfer customers and non brand loyal customers.

The focus of customer management is to cultivate loyal customers and pioneered users of our products.

Organization according to customer's purchase amount

In customer management, it is to divide all customers according to the amount of purchase amount into three categories of ABC.

A category, big customers, large amount of purchase, the number of customers is small; C category, small customers, the amount of purchase is small, the number of customers; B class, general customers, between A, C customers.

The key point of management is to grasp a class customers and take care of B customers.

It is a very important and effective management method to manage customers and carry out "patrol management".

Because the essence of patrol management is to listen to customers' opinions and suggestions and keep in touch with customers. Therefore, effective inspection is inseparable from effective communication.

There are usually three ways of communication.

Listen for

First, make effective listening strategies:

(1) feedback induction.

That is to say, from time to time, summarize the contents of the conversation and ask for advice, such as "what do you mean by what you just said?" this also shows that the tour managers carefully consider the customers' views and make the clients have the opportunity to reiterate and clarify their original intention.

Second, understand each other.

Fully understand the feelings of customers while listening to the contents of the customers.

Avoid arguments.

When customers are talking about something unreasonable, don't rush to correct it.

At the beginning of the conversation, we should avoid talking about those divergent problems, but emphasize the issues that the two sides agreed on.

Secondly, effective listening and communication should be adopted.

There are many ways to communicate. Generally speaking, there are three kinds of communication: going out, coming in and making use of communication (Communication) tools.

Visit clients.

That is, go deep into the middle of the client and listen to some of his true opinions and thoughts.

Customer meetings.

That is, regular customers are invited to hold seminars.

Communicate with customers through communication and communication tools.

First, deal with letters from clients carefully and dispel customers' doubts in time. Two, install "pay hotline" complaint telephone to handle customer complaints.

education

Guide customers to establish the correct concept of consumption, teach customers how to use our products.

Help

To help customers solve all problems in purchase, use and maintenance, and provide quality service to customers.