Effective Implementation Of Customer Management

The fundamental purpose of customer management is to improve customer satisfaction and customer loyalty, but the effectiveness of customer management is fundamentally dependent on the basic work of customer management.

It includes three aspects.

First, pay attention to customers.

The importance of customers is far greater than all other factors for shops.

Therefore, enterprises should be concerned about customers and customers.

The core of customer management is customer. Therefore, in order to ensure the efficient operation of customer management, enterprises should first define customer standards, namely, who are the general customers, who are the right customers, who are the key customers, the goal of customer satisfaction, and then how to establish relationships with them, so as to provide targeted services accordingly, so as to coordinate the store value objectives and customer value objectives.

Second, create an organizational system for customers.

Shops should not only treat customers' management from technology, but also treat them from the perspective of organizational structure and corporate culture.

Shops should pform the internal traditional Pyramid organizational structure into a brand new flat organizational structure.

In the new organizational structure, the customer is in the top position, fully embodies the concept of customer first, and at the same time, management functions are partly pferred from managers to front-line employees, so that employees can have the freedom and power of creative work, and become managers of job positions.

In the new organizational structure, part of the decision-making power has been pferred to the front-line staff level.

We should empower employees, set up appropriate working groups, and guide employees in an appropriate way.

And performance evaluation.

Managers should play the role of effective leadership, help leaders get the right information from the perspective of leaders, and provide strong support for their success in all aspects.

Third, create

Platform.

Customer database system is a platform system for enterprises to implement customer management and improve customer service.

The detailed and perfect customer database system can accurately grasp the customers' demand intention, bring lasting competitive advantages to enterprises, and create conditions for maximizing customer value.

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Now I find many shopping guides like to use "please take a look" instead of "welcome."

As we all know, this "welcome to see" welcome speech just instilled a "look away" subconscious to customers.

Let's talk about the role of the subconscious mind in human psychology.

In the morning, when you wake up and say to yourself, "I am in a good mood today, I am a happy person, so you may be happy all day."

This reflects the role of the unconscious in human beings.

So if you are used to saying "please look at it", please correct your statement immediately.

I think you must have this kind of experience. Sometimes when we shop in a store or shopping mall, we will encounter some overly enthusiastic shopping guides. They will greet you in a long way. When you walk into her counters, he will follow and follow, and start chattering about their clothes.

As customers, they like to have a relaxed and free shopping environment for their appreciation and selection. Instead of indiscriminate introduction, they will feel an invisible pressure and run away as early as possible.

Therefore, we must avoid "not too enthusiastic".

We should let customers free to choose products, not mean ignoring customers, regardless of whether or not, the key is that you need to keep an appropriate distance from customers, follow your customers and observe customers.

Once we find the opportunity, we will attack immediately.

The best time:

1. when a customer looks at a product (expressing interest)

2. when customers suddenly stop, they say they see her at first sight.

3. when a customer looks carefully at a particular item (indicating that there is demand, he wants to buy it).

4. when the customer looks for the label, the label and the price (indicating interest, wants to know the brand, the price, the product ingredient).

5. when customers look at the product and look around again (indicating that they are looking for help from shopping guide)

6. when customers ask questions voluntarily (indicating customers need help or introduction)

When the principle is grasped and the timing is right, the next step is how we should approach customers to facilitate pactions.

The "three meters principle" means that customers can greet customers, smile and eye contact when they are still three meters away from themselves.

If you do not pay attention to this point and ignore customers, you will lose 3 single businesses a day, if the average is 300 yuan, you will be more than 320 thousand a year.

So I hope all of you here can take the initiative to greet customers.