How to use CRM to improve customer relationship management
One, with the help of CRM to improve customer satisfaction
In the serious homogenization of the product today, who can provide better service, who will be better able to win customer satisfaction. At the beginning of the enterprise, the number of customers is small, want to do a good job after-sales service is relatively simple. With the development of enterprises, the number of customers is more and more, the amount of customer information is explosive growth, want to do a good job after-sales service is not so simple. At this point, with the help of information management tools to help enterprises to improve after-sales service management level is a good choice.
Two, embedded in the interests of the customer chain
Every enterprise wants to do big customers, maintain the stability of large customers, however, large customers are also competitors coveted object. Therefore, from time to time, we will encounter such a phenomenon: this big customer today and you are still brother and sister, tomorrow, but become a competitor's customers. Among them, there are a variety of reasons, but the main reason is that your position in the minds of customers is not irreplaceable, but with the similar products can be changed to replace. Therefore, want to maintain a stable relationship with large customers, and not be easily replaced, we must find ways to embedded in the customer's interest chain.
As a medical device company, business performance has been unstable, and later, the company did a comprehensive market research. Found that such a law: those small hospitals, when receiving serious illnesses, due to the lack of appropriate testing equipment, and want to retain such customers. Therefore, they often beg the big hospitals to help them do the appropriate tests, but the big hospitals do not care about these "small things". So, the small hospitals have to lose this type of big customers.
So the medical device company thought why don't I buy a set of testing equipment, specializing in helping these small businesses to do testing. In this way, these small hospitals no longer need to "take their own hot ass to stick to others' cold bench", the enterprise itself has added a service channel. Now, the medical device company has tasted a lot of sweetness in this business, and with these hospitals to maintain good relations of cooperation. These hospitals through the medical equipment company, not only can be very good to retain the hospital's important customers, but also can save the medical equipment site, management of medical equipment and medical equipment testing personnel know the relevant aspects of expenditure
Three, the longest distance between the two points is the "straight line"
The shortest distance between two points is a straight line, which is an axiom recognized by all. However, this axiom doesn't apply everywhere. In the world of marketing, especially in the sale of higher-value goods, a "bare bones" approach to selling is often counterproductive.
Anyone who buys something does so to solve some problem, but some problems are more or less salient. It's a matter of finding the problem that the customer is trying to solve and then selling the product. Therefore, when selling goods should know how to use euphemisms, first get the customer's approval, and then sell your goods.
Four, after the first benefit, not after the first benefit
Enterprises and customers were originally completely unrelated to a pair of combinations, due to some kind of interest in the relationship between the combination of relations, this relationship is built on a certain benefit. Objectively speaking, this pair of relationships in the profit is the enterprise, which leads to the customer will be less willing to buy goods, thus strengthening the difficulty of cooperation between the two sides. On the contrary, if the enterprise and the customer contact process is not bent on elaborating their own product is how good, but first to help customers find out where the problem is, and then for the problem, to find out the product can help customers to solve these problems in the function. In this way, the customer will think, you are sincere want to help him solve the problem, so that both sides of the cooperation will be easy to reach.