1 thought on “How can we maintain their customer base”
Walter
Reprinted the following information for reference to the method of maintaining old customersn1. The purpose should be clearn1. The purpose of maintaining old customers should be clear. Is it enthusiastic or charged? Or improve satisfaction? Or increase popularity?n2. The purpose of this department must be as consistent with the goal of the enterprise. Maintaining the purpose of the old customers is the task of the enterprise level? Or department -level task? Is the task of all employees participating? Or part of the tasks of some employees?n3. Can the work we have to do have a prediction of results? For example, if you are not so enthusiastic, what kind of enthusiasm do we need? How to measure this enthusiasm? Do we have a “ruler” with enthusiasm? Can the result be measured? 2. Methods properlyn1. Do we know what old customers need? What services do they need outside the company’s products?n2. Is there any benefit of old customers to get these services? Can it solve the short -term problem of the enterprise, long -term problems?n3. Whether the services we provide can be “just right” in terms of effect, time, value, efficiency, etc.n4. How do we let our customers accept our services so that we shave our heads and pick a hot head. How do we accept the final customers to accept us, how to let the customer’s boss accept, how to promote to the customer’s customers, and finally allow them to loyal to our services. Third, the cost must be calculatedn1. Can the services we provide can calculate the cost?n2. Whether we have enough ability to provide related services,n3. Can we promise,n4. If we promise the services we are providing, but what if we do not do it?n5. Whether the services we provide have sufficient competitiveness, 4. Personnel must be stablen1. Whether the company strategy allows us to organize relevant personnel to provide such services,n2. Whether the ability of our personnel supports us to provide related services,n3. Whether we have established relevant processes and procedures to achieve personnel recruitment/training/reserve/emergency, 5. Resources must be in placen1. Do we have the means of customer management? Do we have a record management of customers accepting services? Those customers have accepted our services. Which customers have not accepted our services yet?n2. Can we provide a record?n3. Can we track our services? For example: satisfaction survey, we need to know whether the service we provides has reached our goal.n4. Are we ready to “improve the process” based on the results of customer feedbackn5. Is there a goal of our long -term service? Appendix: How to maintain old customersn1. Blessings of birthdayn2. Daily regular return visitsn3. Preferential policies for old customersn4. Old customers’ high -level interoperabilityn5. Oncecrease forumn6. Let the old customers participate in the evaluation of the service staff,n7. Festive gatheringn Skills to maintain old customersn1. Go to the old customers to chat, even if there is no need, talk to him about his own troubles and remind them!n2. When chatting, be sure to learn when there may be demand and how much.n3. After talking about the project questions, you can talk about other things casually and end your speech, ready to go to another customer.n4. To confirm which customers are important and which customers are not important, leave more time to customers who may have recently issued orders to grasp the weight to maintain, so as to make the performance better! How do old customers visitnI. Visit purpose: Understand the development of the dealer’s market and promote cooperation.nSecond, visit method: telephone appointment, face -to -face visit.n3. Care for visit.n1. Before departure, first call or SMS to notify the customer sales representative in the area, and hope that the other party will arrange the time to meet at that time;n2. After arriving, first notify all customers in the area by SMS to sell hotels and hotel phone calls that represent the representatives;n3. After reaching, see the customer by phone. The visit must be prepared for three must be discussed.n· Three preparations: ① Visit the purpose, understand market conditions and development forms; ② telephone appointment time and place; ③ recent sales records and other information to customers;n· Three must talk: ① The current status of sales of target products in local hospitals and business and chains; customers’ progress and development expectations of target products; ② market dynamics, market response and acceptance of target products; understand the market and the market and Competitors; ③ The problems and solutions to the current sales;n· Three must come: ① must go to the market to understand the sales of target products and check the market; ② must go to business to understand the flow of target products;n4. After the visit, make a market evaluation, and have a moldy report on development goals, development problems, solutions, etc.;nFourth, the three disciplines when visiting customers:n1. Before visiting customers, we should make a visit plan and communicate with the superior; 2. During the visiting customers, we should maintain more than one or more communication with the company’s superior every day;n3. Do not make any commitments outside the policy when visiting customers;
Reprinted the following information for reference to the method of maintaining old customersn1. The purpose should be clearn1. The purpose of maintaining old customers should be clear. Is it enthusiastic or charged? Or improve satisfaction? Or increase popularity?n2. The purpose of this department must be as consistent with the goal of the enterprise. Maintaining the purpose of the old customers is the task of the enterprise level? Or department -level task? Is the task of all employees participating? Or part of the tasks of some employees?n3. Can the work we have to do have a prediction of results? For example, if you are not so enthusiastic, what kind of enthusiasm do we need? How to measure this enthusiasm? Do we have a “ruler” with enthusiasm? Can the result be measured? 2. Methods properlyn1. Do we know what old customers need? What services do they need outside the company’s products?n2. Is there any benefit of old customers to get these services? Can it solve the short -term problem of the enterprise, long -term problems?n3. Whether the services we provide can be “just right” in terms of effect, time, value, efficiency, etc.n4. How do we let our customers accept our services so that we shave our heads and pick a hot head. How do we accept the final customers to accept us, how to let the customer’s boss accept, how to promote to the customer’s customers, and finally allow them to loyal to our services. Third, the cost must be calculatedn1. Can the services we provide can calculate the cost?n2. Whether we have enough ability to provide related services,n3. Can we promise,n4. If we promise the services we are providing, but what if we do not do it?n5. Whether the services we provide have sufficient competitiveness, 4. Personnel must be stablen1. Whether the company strategy allows us to organize relevant personnel to provide such services,n2. Whether the ability of our personnel supports us to provide related services,n3. Whether we have established relevant processes and procedures to achieve personnel recruitment/training/reserve/emergency, 5. Resources must be in placen1. Do we have the means of customer management? Do we have a record management of customers accepting services? Those customers have accepted our services. Which customers have not accepted our services yet?n2. Can we provide a record?n3. Can we track our services? For example: satisfaction survey, we need to know whether the service we provides has reached our goal.n4. Are we ready to “improve the process” based on the results of customer feedbackn5. Is there a goal of our long -term service? Appendix: How to maintain old customersn1. Blessings of birthdayn2. Daily regular return visitsn3. Preferential policies for old customersn4. Old customers’ high -level interoperabilityn5. Oncecrease forumn6. Let the old customers participate in the evaluation of the service staff,n7. Festive gatheringn Skills to maintain old customersn1. Go to the old customers to chat, even if there is no need, talk to him about his own troubles and remind them!n2. When chatting, be sure to learn when there may be demand and how much.n3. After talking about the project questions, you can talk about other things casually and end your speech, ready to go to another customer.n4. To confirm which customers are important and which customers are not important, leave more time to customers who may have recently issued orders to grasp the weight to maintain, so as to make the performance better! How do old customers visitnI. Visit purpose: Understand the development of the dealer’s market and promote cooperation.nSecond, visit method: telephone appointment, face -to -face visit.n3. Care for visit.n1. Before departure, first call or SMS to notify the customer sales representative in the area, and hope that the other party will arrange the time to meet at that time;n2. After arriving, first notify all customers in the area by SMS to sell hotels and hotel phone calls that represent the representatives;n3. After reaching, see the customer by phone. The visit must be prepared for three must be discussed.n· Three preparations: ① Visit the purpose, understand market conditions and development forms; ② telephone appointment time and place; ③ recent sales records and other information to customers;n· Three must talk: ① The current status of sales of target products in local hospitals and business and chains; customers’ progress and development expectations of target products; ② market dynamics, market response and acceptance of target products; understand the market and the market and Competitors; ③ The problems and solutions to the current sales;n· Three must come: ① must go to the market to understand the sales of target products and check the market; ② must go to business to understand the flow of target products;n4. After the visit, make a market evaluation, and have a moldy report on development goals, development problems, solutions, etc.;nFourth, the three disciplines when visiting customers:n1. Before visiting customers, we should make a visit plan and communicate with the superior; 2. During the visiting customers, we should maintain more than one or more communication with the company’s superior every day;n3. Do not make any commitments outside the policy when visiting customers;