Customer management is a management strategy the link between a company, the customer, require, collect, manage, analyze information related to the customer, to understand, interact with them in an effective way. The main goal of the method of administration, consumer experience this is to facilitate our customers have a positive experience, creating long-term value for the business. Let's Lac Viet Computing find out the strategy customer management most popular right under article later!
1. Build personal relationships
Nurturing personal relationships with clients help to understand the client's personality, their hobbies, what do they pleased.
To create personal connections, it is necessary first is take the time to learn about your customers, not merely collect basic information about them but also involves digging deep to understand the wants, needs, their goal in every transaction.
Instead of sending advertising messages general, you can create marketing messages that are personalized based on purchase history, preferences of each customer.
You must spend enough time to listen to feedback each request, comments of customers in a professional manner. It is related to the provision of services, customer support, solve problems quickly, at the same time creating an environment where customers feel respected.
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2. Customer relationship management by focusing on customer value
Approach focused on customer value, not only to attract, retain customers, but also to provide them with the actual value, important. It requires companies to be aware of the needs, desires, goals of the customer, then create the product or service meets those needs.
One of the most effective methods to focus on customer value is personalization the products or services of you to solve the specific concerns of them.
Instead of developing a generic solution, the company should find out, understand the specific requirements of each customer, providing customized solutions based on their information, not only increase the satisfaction of customers.
Creating educational content, using the instructions about the product or service or provide the resources, additional tools for free to customers, help to increase the value of products, services create long-term relationships with customers.
3. Optimize the shopping experience of customers
Optimize the customer experience requires attention to every aspect of the purchase process, including the first perception of customers about the product or your services, as well as step complete end of the transaction.
- The company shall ensure that information related to the products or their services are popular in a clear, easy to understand.
- The buying process to create conditions for customers search, purchase easy and efficient.
- Website, your business must be optimized to improve the user experience, with easy to use interface, the payment process simple, page loading speed is fast.
- Provide flexibility on the shipping options, the payment also have a positive impact on the shopping experience.
- Advise and support customers in the buying process is also very important to improve the shopping experience overall, including the support live chat, by phone or email to resolve any concerns of customers.
4. Management customer loyalty
Customer management loyalty is created promotional programs. These initiatives can include bonus points, special promotion for the next purchase of your or rewards, unique gifts for clients long-term. Help encourage customers to return, interact with business more often
Customer care devotion is also important in order to maintain the loyalty of customers. By creating forums, group chat or community event, company may promote the sharing of information and experiences between customers, lead to positive interaction, interesting between consumers.
5. Use technology CRM is the customer management
Using the CRM system, the organization can collect, store, analyze data about their customers from many different sources, increased satisfaction of customers.
Phần mềm CRM lưu trữ thông tin về khách hàng, bao gồm thông tin cá nhân, lịch sử mua hàng, tương tác trước đây với doanh nghiệp, các yêu cầu hỗ trợ. Thông tin này có thể truy cập dễ dàng, nhanh chóng, cho phép nhân viên bán hàng, hỗ trợ khách hàng phục vụ khách hàng một cách hiệu quả, chuyên nghiệp.
Technology CRM features, analysis, reporting, this technology helps enterprises better understand the behavior and needs of customers, businesses can recognize trends, behavior patterns of customers, from which optimized marketing strategy, sales
6. Developed multi-channel is the way the administrator customer experience
Developed many customer channel, including traditional media, online, mobile. The goal is to create conditions for customers who have shopping experience smooth and simple, regardless of whether they choose which channel.
The media, including: tv, papers, radio stations, as well as the means of communication online such as websites, email marketing, social networking, mobile application. Choosing the proper channels will create favorable conditions for the transmission of information to the customer effectively, promote interaction.
For example, A company may use your e-commerce website to promote your products, take orders from customers. They can also use email marketing or text messages to convey information about your orders, new products
7. Admin experience by enhancing customer support
Active customer support in the process customer management is the provision of advice through many contact options variety, flexibility, including: using the phone, email, chat, online media, social media or votes in support through computer.
The company must ensure that support staff are fully trained, familiar with the product or service to solve all customer inquiries quickly and accurately.
In addition, the provision of resources, knowledge platform automatically also very important to improve operations customer support.
8. Customer management thanks to the monitoring and evaluation of performance
Monitor the marketing activity, sales is very important to evaluate the overall effectiveness of strategic customer management.
Web analytics to monitor the traffic of the website, the conversion rate of the website that
Email analytics to monitor the conversion rate of the website who open, click-through letter in email campaigns.
Collect feedback from customers is also very important to evaluate the performance, help the business to know about hobbies, feelings of the customers related to products, service, shopping experience.
By recognizing metrics such as conversion rate, retention, customer order value average, businesses can evaluate the effectiveness of strategies, change them if needed to achieve your business goals.
9. Building customer community is the admin experience
Create community, customers start by creating the point of contact, communication will promote interaction between customers and businesses. For example, create with the online forum, chat room or private social network exclusively for your guests.
One of the most effective ways to expand customer community is to create a forum where customers can share knowledge, experience, their point of view. Help promote a strong community vibrant that the client can support, join together.
The organization of the events, general activities also quite necessary for the development of the community when customer management. These activities may be related to training, live chat, or contests, awards for customer community.
10. Customer management thanks to continuous improvement and development
Held regular meetings to review performance, identify problems, suggest improvements. Collect and analyze customer feedback is also essential for process improvement, continuous development:
- Capture the feelings, the opinion of the customers about the product, service, shopping experience, thereby leading to improved quality of service.
- Discover the trends, customer behavior, which can then be used to change marketing strategy, sales to achieve the common goal.
Finally, businesses need to ensure that employees have the ability and knowledge necessary to guide professional.
Hope the above information will be helpful for all business in the process customer management. Managing effective customer very expensive, requires the business to have dedicated resources for training staff or system development management firm, to increase revenue, reduce costs, increase satisfaction, loyalty of customers. You can use software, LV-DX CRM of Vietnam, we to management, customer experience efficient. Contact us today for advice!
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