Six Ways To Manage Customer Relationship Management

Implementation

1, product care

What can customers encounter in the early stages of buying products? For example, how do customers know how to use new computers? What are the problems with software installation? What questions should be told to customers when they are in use? And so on. When the products are used for a period of time, do they need to do some maintenance and maintenance?

If the enterprise can consider these customers from these angles, analyze and track the important factors of customers' attention and demand at different stages of purchase, use of products or services, and actively give customers guidance and assistance in product or service, it is sure to win the hearts of customers.

2, customer care

It is to treat customers as friends.

It is of course unusual for customers to give them an active and sincere greeting and give them great care and assistance when they are in need of help.

3, product reminder

We should not only understand the reasons, real motives and post experience of customers buying products or services, but also find other products or services that interest or like them according to "product association analysis" and "customer consumption preference analysis", so as to recommend suitable products or services for them.

For example, a client bought a competitive advantage of Mike Potter, a management guru at Amazon online bookstore, and then displayed other works of the great master on the web page.

Another example is that some tourists skiing at Xiangshan ski resort last winter. This year, tourist companies can recommend them to the yabuliya ski resort.

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4, customer - reminder

Everyone needs different products or services in different life stages or life stages.

According to this change, insurance companies can design reasonable insurance plans and recommend appropriate insurance products for customers at different stages of life, such as school, employment, marriage and child birth.

If customers renew their contracts promptly, remind customers to prepare for the renewal of premium in time, so that the possibility of renewal of customers will be greater.

5, product tracking

Enterprises can analyze and grasp the changing trend of customers' purchases of products or services from the RFM pointer (the latest purchase period Recency, purchase frequency Frequency, currency value Monetaryvalue), that is, the time of customer's latest paction, paction frequency and monetary expenditure.

If the quantity of goods purchased by a dealer in the past three months is less than a month, the varieties will also be compressed from the past five to two. The change of dealers should arouse the concern of the company, and find out the causes in time and find out the crux of the problem.

Maybe the dealer is not satisfied with the price policy or service policy of the company. Maybe it is a fierce competition in the market, maybe a better alternative product. Maybe the local economy is down.

In short, companies can win customers if they can find out the problems in time and make corresponding improvements according to the RFM pointer.

6. Customer tracking

Through the analysis of customer characteristics and dynamic analysis of customer value, we can help enterprises grasp the changes of customers' consumption demand in time, so as to develop or recommend products or services that meet the new needs of customers.