How Good is your Customer Management?
09th July 2008
Long before the office computer, and the internet were part of our daily working lives, successful companies practiced great CRM (Customer Relationship Management). They didn't have sophisticated software programs to store, manage and analyse their client data. Rather they started with a set of well defined processes which they integrated into their business.
Try asking yourself the 12 questions below. It may help give you an indication of how good (or bad) your customer management processes are, and could help you identify areas of your business which can be developed to win more customers, develop existing customers and provide enhance customer care management programmes.
- If managing relationships with customers is critical to your business, do you believe that you can do this as well as your customers need?
- Does your company always have a full and clear view of the previous interactions you have had with your customer, whether they be emails, phone calls, orders or meetings?
- Is your ability to manage customer interaction better than your competitors?
- Can you deal with the same customer requests quickly and efficiently; offering them a rapid response or self serve option?
- You are sure that incoming emails are dealt with professionally, quickly and systematically with response geared to importance and customer care?
- You are very clear about how much enhanced self service could save your business in direct and indirect costs?
- Can customers and prospects get information easily from your company?
- Do your customers buy from you because they enjoy doing business with you?
- Do you continually develop your customer offering and service based on feedback from your existing customers?
- You can readily identify customers likely to be positively affected by a particular sales message?
- Could you initiate and execute a marketing campaign within 24 hours based on a detailed understanding of your customer base?
- Do you have a defined plan to retain and develop existing customers and win new one
Comments
Quite inspiring,
Keep up the good work,
Thanks for bringing this up
By Website Development in London on 18th December, 2009
This is great stuff. Now I WANT to make some phone calls!! Thank You.
By Michael on 29th November, 2008
Quite inspiring, Keep up the good work, Thanks for bringing this up
By Website Development in London on 18th December, 2009
The business terms push and pull originated in the marketing and advertising world, but are also applicable in the world of electronic content and supply chain management. The push/pull relationship is that between a product or piece of information and who is moving it. A customer pulls things towards themselves, while a producer pushes things toward customers.
By robert on 23rd December, 2009
First you must know as much as you can about people's needs, human culture, Internet culture. You must know what they want and what they want to hear. But do not do the same mistake that most people do. Some have the charisma but are not honest. Others are honest but do not have the charisma. So you must inspire confidence.
By daneil on 23rd December, 2009
Where else "Push Marketing" uses method to motivate their sales team or channel to deliver the result - e.g. trade promotion, sales incentive and many other aggressive performance driven marketing activities.
By Online Tax Preparation on 02nd January, 2010