Strengthening Customer Management To Improve Sales And Profits

In this sense, customer management is not the management of isolated customer data, but rather the contact with multi-channel customers, the management of sales opportunities, and the analysis of customer data.

Based on the experience of Wang Ming Tan direct marketing consultancy, there are several concepts in the management of customers, whose essence is the same.

1) sales's customer management: it is not necessarily a good sale to clear the client's address book. All the customer information is the phone stored in the phone, and it is not necessarily a good sale.

But if we can combine them, we will create the best results.

The most original is your customer address book, but in order to manage and contact your customers more effectively and generate more sales, you need tools to help you manage customers, such as EXCEL tables, OUTLOOK address books, customer contact tools and so on. In fact, everyone's ability to manage customers is different.

The key to a good salesperson's customer management is to keep all the information of the customer in mind, knowing when to give that customer, through what means, to contact the customer, to say what to write, to sign more bills in a certain period of time, or to do business first, then to do business first, then to sell products.

The effective customer management of enterprises is also a reason.

2) customer management in sales department.

The most traditional and most commonly used customer management tool is PIPELINE, and sales staff follow up tables.

Another step is to manage customers through sales automation software, to all sales staff follow up customers, contacts in the customer.

A more effective sales customer management is to use such a customer management tool: the sales director can co-ordinate the sales opportunities of the customers, and give appropriate customers, at the right stage, the appropriate sales follow-up.

At the same time, the sales assistant or the customer commissioner can directly contact the customers through direct marketing, carry out customer care, remind, investigate, promote new products, and tap sales opportunities.

3) customer management in marketing department

Getting potential customers and cultivating potential customers, conveying effective sales opportunities for the sales department, and carrying out customer maintenance activities for old customers are often ignored by the marketing department.

The premise of this work is to manage the customers well.

In addition, the marketing department's customer management capability is also reflected in the efficient delivery of potential customers, including sending e-mail, direct mail, SMS and call center.

The efficiency and execution of different market departments are very different.

4) customer management of service department or call center.

The good customer management of the service department can not only improve the efficiency of customer service, but also improve customer satisfaction. It is also the premise of active service and service marketing.

5) customer management in operations and finance departments.

In order to ensure distribution or personalized customized products, good customer management is also needed.

Of course, we say customer management is more about the overall customer management of enterprises, but if the Department and individual customer management is not good enough, the overall customer management of enterprises can not be done well, even if the CRM system can not be improved or even become a burden.

The above departments and individual customer information integration, you can see the overall information of customers, through analysis and mining, high-level enterprises can make timely and correct decisions.

All departments can better carry out their work in a systematic way.

Customer relations departments, such as service, sales and marketing, can communicate with customers in a coordinated manner and truly implement customer oriented strategies.

If customer management can follow several important principles, sales and profits can be greatly improved.

1) input and share of customer information

2) the orderly division of work between customers, the promotion of the market and the cultivation of customers (the small company is the customer Commissioner), the call center for the early sales, the on-site sales as the late sales staff (some businesses can complete the sales through the website or the call center), and the service personnel provide the customers with service liaison.

3) closed loop management of sales opportunities, but if sales personnel fail to make a conclusion in the short term, they will ensure that sales opportunities can be returned to the market department for evaluation and cultivation. Customers who have purchased the (global brand network) will continue to cultivate repeat purchases through the service department or the marketing Department, or increase the opportunity to purchase.

For this alone, enterprises do not know how much business they lose in a year.

4) improve the efficiency of the market, sales and service sectors through the analysis of integrated customer data, paction data and behavioral data.

Assist in enterprise decision making, such as product, location, price, process and so on.

5) in the customer database, the IT tool is used to send out the information quickly and accurately, instead of continuously importing and exporting the data.

6) through the system, the grass-roots employees who directly contact customers can continuously update and improve the data in the process of customer contact.

Professionals are also required to regularly clean and remove data.

This is the basis for effective communication between customers based on customer data, such as telephone, e-mail, etc., and data analysis and mining.

Wang Mingtan direct marketing advisory organization believes that for small and medium-sized enterprises, there is no communication function and customer automatic contact function of CRM software, it is recommended that small and medium enterprises adopt "customer management and multi-channel contact software", not only can effectively manage customer data, the website's customer data is also automatically input into CRM database, greatly reducing manual import errors and timeliness, integration of CRM customer database multi-channel communication system, originally need a lot of people's contact work, a customer commissioner can be completed.

Salesmen and customer personnel can work at a higher efficiency: directly clicking on the customer list, exhaling the phone, inputting the phone to automatically screen the pop-up, selecting the customer group, sending e-mail and text messages;

You can also stay at home, open a network meeting with one or more customers on the computer, PPT, sound and video are available.

It is believed that this kind of customer management software will be popular in small and medium enterprises in the near future.

The marketing department can use this tool to quickly organize potential customers' product promotion meetings, media liaison meetings and so on.

No matter how advanced the software tools are, the concepts and skills of employees are the most important. On the other hand, without the support of effective software tools, many customer management concepts can not be realized.