1, the purpose of maintaining old customers should be clear, is to make everyone enthusiastic or charge a certain fee? Or improve satisfaction? Or raise awareness?

The purpose of this department must be as consistent as possible with that of the enterprise. Is the purpose of maintaining old customers an enterprise-level task? Or a departmental task? Is it a task that all employees participate in? Or is it part of the task of some employees?

Can we predict the result of the work we will do? For example, there is less enthusiasm in the question. What kind of enthusiasm do we need? How to measure this enthusiasm? Do we have a ruler to measure enthusiasm? Can the results be measured?

Second, the method should be appropriate.

1. Do we know what old customers need? What services do they need besides the company's products?

2. Can old customers get any benefits from these services? Can solve the short-term and long-term problems of enterprises.

3. Can the services we provide be "just right" in terms of effect, time, value and efficiency?

4. How can we make our customers accept our service so as not to get too hot when shaving their hair? How can we make the final customers accept us, how can our customers' bosses accept us, how can we publicize our customers, and finally let them accept our services faithfully?

Third, we should calculate the cost.

1. Can we calculate the cost of the services we provide?

2. Are we capable of providing relevant services?

3. We can guarantee that,

4. What should we do if we promise the service we want to provide, but we fail to do it?

5. Is the service we provide competitive enough?

Fourth, personnel should be stable.

1. Does the company's strategy allow us to organize relevant personnel to provide such services?

2. Does the ability of our personnel support us to provide relevant services?

3. Have we established relevant processes and procedures to realize personnel recruitment/training/backup/emergency?

Verb (abbreviation for verb) resources should be in place.

1. Do we have the means of customer management, and do we have the record management of customers receiving services? Those customers have accepted our service, and which customers have not?

2. Can the services we provide be recorded?

3. Can we track our service? For example: satisfaction survey, we need to know whether the service we provide has reached our goal.

4. Are we ready for "process improvement" according to the results of customer feedback?

5. Do we have the goal of long-term service?

Appendix: Methods of Maintaining Old Customers

1, birthday wishes

2. Visit regularly every day.

3. Preferential policies for old customers

4. Senior visit of old customers

5. Irregular forum

6. Let old customers participate in the evaluation of service personnel.

7. Holiday party

Skills of maintaining old customers

1. Talk to old customers more, even if there is no demand, talk to them about their difficulties and give them tips!

When chatting, be sure to learn from them when there may be demand and how much demand there is.

After talking about the project, you can talk about something else casually and then finish your speech and prepare to find another client.

4. Determine which customers are important and which customers are not, and leave more time for those customers who may make orders recently, and take good care of them to do better!