Customer management and relationship maintenance skills, the relationship with customers needs to be well maintained, and the relationship between people is actually what we need to maintain, and customer relationship is also a very important part. Let's learn the skills of customer management and relationship maintenance.

Customer management and relationship maintenance skills 1 0 1, customer segmentation, and actively meet the needs.

Special treatment for special customers

According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. According to a research report published in Harvard Business Journal, customers who patronize for many times can bring 20%-85% more profits to the enterprise than customers who come to the door for the first time.

Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.

Provide systematic solutions

Not only at the level of selling products to customers, we should take the initiative to tailor a set of suitable systematic solutions for customers, care for and support customers' development in a wider range, enhance customers' purchasing power, expand the purchase scale, or discuss new consumption methods and ways with customers to create and promote new demands.

02. Ensure consistent service quality.

There is more than just a cooperative relationship between the customer and you. We can provide customers with many value-added services, such as chatting with customers, eating with customers and sending greetings. In business, we can help customers find third parties and help them solve some disputes, consultations and problems outside trade relations. , to provide customers with satisfactory and thoughtful service.

In addition, we need to remember that the service must be consistent. When you can consistently serve your customers, you can make them feel that you value them. On the contrary, if you slack off, it will make customers feel that you have changed your mind. If you don't pay attention to him, the cooperative relationship will break down, so you must strive to maintain a good service relationship.

03. Let customers be moved by your careful service.

We can be moved. Usually the other person does something that ordinary people can't do or rarely do. Remember the details. Most merchants think that it is only a trade relationship with customers, so it is good to maintain the trade process. But in fact, we need to be friends with customers, and not ordinary friends, but friends who can participate in his life and make suggestions for his life.

When you can clearly name each family member of the customer and describe their hobbies, the customer will certainly be moved and moved that you can do what his friends may not. One that can impress customers' attention is better than your long-term development.

Let the customer know what you have done for him.

Many things customers will take for granted that you have done, or they simply don't know that you have made efforts after something, and they will only take it for granted. This is a common situation in our life. Friends don't have to care too much, but we can't do it with customers. We want to be friends, but before we become real friends, we need to let our customers know what we have paid, so that our feelings with our customers can heat up rapidly.

The relationship between financial managers and customers is far from deep, so we must let customers know our efforts. For example, when helping customers to deal with some disputes in the process of trade, we should first communicate with customers and tell them not to worry. We are dealing with it, and we will handle the problems well, and clearly tell them what efforts and work we are doing.

Face to face communication is a good way to enhance feelings.

Don't worry about from ruin. The client is not looking for an object. He doesn't have such high expectations for you. You may not be able to communicate with him online for half a year, because face-to-face communication is more real and impressive. In the past, he may have only seen your photos and words and heard a little voice conveyed by electricity, but when you sit face to face with him, he can obviously feel your charm.

06. Customize gifts for customers to enhance their goodwill.

We often talk about giving gifts to customers, but giving gifts also requires care, not just picking one. It is best to customize it according to customers' preferences, especially in festivals, which can be customized according to holiday culture, so that customers can realize your care and maximize the value of gifts.

Customer management and relationship maintenance skills 2 1, clear objectives, responsibilities and expectations.

An important factor of clear communication is that the objectives of each step of the project meet the expectations of customers and the person in charge is clear. At the beginning of the project, a clear plan should be made to define the ultimate goal and implementation steps. Therefore, all expectations should be written down in black and white, with clear goals and responsibilities.

2. Clear communication

From the beginning of cooperation, clear communication between customers and service providers is crucial. More communication with customers is always better than less communication. Lack of communication will lead to all kinds of misunderstandings and dissatisfaction of customers. After each oral communication, the discussion content and specific implementation steps should be confirmed in the form of written documents or emails to ensure that all communication is recorded.

3. Set the project stage

Divide the project into several stages and make a stage plan, so as to design a successful road map and let the team make strategic adjustments when necessary. At the same time, the design of the project stage can also let customers see that you are working towards your goals. Through communication at all stages, customers will be more satisfied with your work.

4. Communicate in advance to increase the cost.

At some stage of the project, through evaluation, you may decide to make some reasonable fine-tuning. Usually, these fine-tuning involve price changes. Regarding any increase in cost, we must clearly communicate with our customers and get approval before moving on to the next step. Extra-budgetary bills will destroy the established good customer relationship.

5, consistent with customer values.

Only by keeping consistent with customers' values can we maintain a happy and good long-term cooperative relationship with customers. When your values are consistent with the corporate values of customers, customers are more inclined to trust your judgment and pay more attention to your perspective and problem-solving methods.

6, active feedback, but don't react too fast.

Don't reply to the customer's feedback immediately. On the contrary, you should think carefully, weigh the pros and cons, and then respond after careful consideration. Subconscious emotional feedback may be counterproductive. Customers prefer to see you thoroughly understand the situation and seriously consider the coping strategies before implementing and solving problems.

Step 7 track down

After the project is completed, follow up with customers or summarize what is successful and what can be improved next time. Regular follow-up with customers can ensure that the strategy and project results are still valid. Excellent customer service is not only to complete a project on time and on budget, but also to maintain a good and successful long-term customer relationship.

Customer relationship maintenance mode

1. Know your customers.

Enterprises must consider: which consumption range customers are in, whether they are value customers, potential customers, migrating customers or freezing customers; What are the explicit and potential needs of customers? What channels and ways do they hope to meet them; What resources does the enterprise have to satisfy customers? What are the factors that drive customers to buy? How to improve customer satisfaction?

2. Internal changes

One effect of customer relationship is employee loyalty. When employees provide value to customers, their own value will be realized, forming a virtuous circle of employee satisfaction and customer satisfaction. The node of this circle is profit. The reform begins with direct contact with the customer's service or sales department, and then realizes the integration of customer-centered finance, human resources and R&D management, and establishes a customer-oriented enterprise.

3. Two levels

On the strategic level: the maintenance of financial interests depends on the preferential treatment or care for customers, which can get quick results, but it is easy to be followed up and imitated and cannot last long; The combination of financial interests and social interests can make the service more personalized and humanized by understanding the needs, which can effectively reduce the "job-hopping" of customers. The disadvantage is that this method is unreliable and costly;

The most effective way is to increase structural connection on the basis of the first two ways, that is, to provide customized services based on technology to improve efficiency and output for customers.

Tactical level: build trust and impress customers with sincerity and friendliness; Surprise, attract customers with novel products or services; Be consistent, let customers meet their needs and predict future earnings; Walking on two legs, selling with relationships, and promoting relationships with sales; Cultural infiltration, forming a brand cultural chain; Always maintain, maintain the frequency and intensity of communication, and prevent competitors from seeing each other; True and reliable, the exchange of values can make the relationship unbreakable.

Customer management and relationship maintenance skills 3 1, clear customer needs, customer segmentation and actively meet customer needs.

(1) More preferential measures, such as quantity discount, gifts, longer-term credit sales, etc. And often communicate with customers to maintain a good and harmonious relationship and harmonious atmosphere.

(2) Special treatment for special customers. According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. A research report published by Harvard Business Journal pointed out that:

Customers who patronize many times can bring 20%-85% more profits to the enterprise than customers who patronize for the first time. Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.

(3) Providing systematic solutions is not only at the level of selling products to customers, but also actively tailoring a set of suitable systematic solutions for customers, caring for and supporting customers' development in a wider range, enhancing customers' purchasing power, expanding customers' purchasing scale, or discussing new consumption patterns and modes with customers to create and promote new demands.

2. Establish a customer database and establish a good relationship with customers.

In the information age, customers can get more and more detailed information about products and services through various convenient channels such as the Internet, which makes customers smarter, stronger and more intolerant of passive sales promotion than before. In this way, emotional communication with customers is an important way for enterprises to maintain customer relations. Daily visits, sincere greetings on holidays, happy weddings, a sincere birthday wish and a bunch of flowers will deeply impress customers.

The end of the transaction does not mean the end of the customer relationship. It is necessary to keep in touch with customers after the sale to ensure their satisfaction continues. Because customers are more willing to associate with people who are similar to themselves, they hope that the relationship with enterprises is more than a simple business relationship. Enterprises need to quickly establish a good interactive relationship with each customer, provide personalized services for customers, and enable customers to get a good psychological experience other than products during the purchase process.

3. Communicate with customers in depth to prevent misunderstanding.

Customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely convey the information of business strategy and strategic changes to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products and services, and integrate them into the improvement of enterprise work.

In this way, not only can the old customers understand the business intention of the enterprise, but also the marketing strategy of the enterprise can be effectively adjusted to adapt to the changes in customer demand. On the other hand, we should be good at listening to customers' opinions and suggestions, establish corresponding communication channels for complaints and after-sales service, encourage dissatisfied customers to put forward their opinions, deal with customers' dissatisfaction in time, think about problems from the perspective of respecting and understanding customers, and take a positive, enthusiastic and timely attitude.

At the same time, we should follow up to understand customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.

4. Create obstacles for customers to leave.

An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers are afraid to buy competitors' products easily. Therefore, from the perspective of enterprises themselves, we should constantly innovate, improve technical means and management methods, and raise the transfer cost and threshold of customers; In terms of psychological factors, enterprises should strive to maintain close relationship with customers, make customers emotionally loyal to the enterprise, and have dependence and habitual psychology on corporate image, values and products, so as to establish long-term relations with enterprises.

The level of brand is directly related to the degree of customer participation. If the level and status of corporate brand are low in customers' minds, customers' desire to participate in the enterprise is relatively weak, while if a brand is high in customers' minds,

Even think that the brand is related to their own vital interests, then customers are more willing to participate in various activities of enterprises, and the relationship between enterprises and customers is closer, especially when they regard the brand as a spiritual brand, this participation can reach the highest level. Therefore, this requires enterprises to change the information dissemination mode of one-way indoctrination in the past, try to communicate and interact with customers, and let customers participate in it, so as to establish long-term and stable customer feelings and friendship and be in an invincible position.

In the past, in enterprise network marketing activities, a considerable number of enterprises only paid attention to attracting new customers, but neglected to retain existing customers, which made enterprises focus on pre-sales and sales, resulting in many problems in after-sales service not being solved in time and effectively, resulting in the loss of a large number of existing customers. However, in order to maintain sales, enterprises must constantly increase "new customers", and so on.

This is the famous "funnel principle". Enterprises can lose 100 customers in one week and gain 100 customers at the same time. On the surface, sales performance has not been affected, but in fact, the cost of publicity and promotion for these new customers is obviously much more expensive than retaining old customers, which is very uneconomical from the perspective of corporate investment return.

Therefore, taking the "funnel" principle as the guiding ideology for formulating enterprise marketing strategy can only adapt to the era dominated by traditional production concepts, product concepts and marketing concepts. Nowadays, in the buyer's market, the degree of product homogeneity is getting higher and higher. At the same time, due to the development of science and technology, the life cycle of the product itself is getting shorter and shorter, and the marketing strategies and means introduced by many enterprises are similar. Consumers have become quite rational, so it is necessary to maintain customers and provide after-sales service.

Expansion: how to maintain the relationship with customers

1, let customers treat you as a friend.

In the past, we had a saying that "customers are God and customers are our own brothers". Although not completely correct, there is some truth. When we develop new customers, they may still have questions about us and may not fully trust our company. At this time, we should give them a sense of trust and security. Let customers know that they can trust us further.

So, let customers treat us as friends. Financial headhunters believe that the first task given to us by customers should be completed with high quality and win a good impression. In future communication, you should show that you always look at the problem from their perspective. If customers treat us as friends, there will be more choices to develop new customers.

2. Always care about customers' lives.

People are emotional animals, and the other person will be moved if he gives his heart. As a bridge between customers and enterprises, we should always care about customers' living conditions. You can send a text message to remind you in rainy days, and the road is slippery when it rains, so pay attention to safety; You can send greetings or something on holidays. We don't need to care all the time, just need to brush the sense of existence occasionally.

When customers know that someone cares about them, your weight in customers' hearts will naturally increase, which also makes it possible for us to develop repeat customers. At this stage, try to understand the preferences of customers and people around them, and let him know that you know him in communication. This is also a very important skill to maintain customer relationship.

3. Let customers get used to your existence.

Getting customers used to our existence is our ultimate goal of maintaining customer relations. Just like fish can't live without water, when customers get used to our existence, they will naturally contact us when necessary. By this time, we don't need to be too active in dealing with customers as we were at the beginning. Financial headhunters suggest sending some care at some time and communicating like old friends. I believe that every old customer will be willing to become friends with the salesman, which shows that our business is successful!