As the company develops, customer information will increase. How to screen effective customers and spend limited energy on effective customers to achieve the effect of closing orders as soon as possible is a problem that puzzles many corporate managers and marketing professionals.
Internationally, the authoritative organization research is very satisfied that the customer is six times more likely than the satisfied customer, so it is very necessary to manage the customer. On the basis of ensuring product quality and product differentiation, the company will give full play to the capabilities of effective customers and create maximum value for the company.
Here we refer to the eight-stage management of Ali customers.
The first stage is to guess the customer. We have to make a portrait for the customer. For example, is the customer a big factory or a small factory? It is a small workshop. What are their production capacity, payment ability, etc? Have to make a speculation.
The second phase is more than the expected customer. Predicting whether they have purchased recently? What is the amount purchased?
The third stage is the first time the customer is sold. That is, the customer is sold.
The fourth stage is to repeatedly purchase customers. In other words, the customer has already approved our products and has the conditions for repurchase.
The fifth stage is long-term customers. Customers who have bought one time and have not bought it again are not classified as long-term customers.
The sixth stage is the supporter customer. That is, the customer is very recognized by us, and we recognize the brand of our service. The first thing we consider when buying similar products is our brand.
The seventh is a strategic cooperation customer. Customers are not only buying our products, but also actively helping us attract customers and introduce customers.
The eighth is the partner stage. Guests recognize our business and become our distributors, agents and even shareholders.
From the above eight stages, we can easily see that the guests only bought our products, not necessarily the core customers. According to these eight stages. Ali is divided into four dimensions to manage. First, choose customers. Second, to obtain customers. Third, keep customers. Fourth, the value of the customer is expanded.
According to an international survey, customer satisfaction is increased by five percentage points, and the company's profits can be doubled. Customer satisfaction is different for each company. We refer to a few values.
The reputation for the product.
For the brand's popularity.
The rate of return of consumers.
Post-consumer complaint rate.
A single purchase amount.
Sensitivity to price changes.
Ali manages customers from two perspectives. The number of first customers has accumulated. The second management customer quality improvement.
The accumulation of customers, many companies now rely on the network. In the future, companies must improve the close relationship between customers. Let the customer's hierarchy reach the purpose of a referral. The traditional yellow page of the phone came to visit. Industry website records. It is also a method accumulated by customers.
Customer quality improvement. The first thing is to grasp the time of visiting customers. When time can communicate with customers, agree on the time to communicate. In the process of communication, you must improve your business ability and answer some questions from customers. Even if you can't answer it, record it and connect it with technology or other departments. Then give the customer a formal reply.
It is said that the customer leaves the customer 2/3 of the customer because the care is not enough. Caring is not only on the surface, but more about solving problems for customers. What questions are they currently facing? We have to answer their questions and eliminate their doubts. This is the real concern.
For the customer, they don't care how much you do for him. What they care about is how much benefit he brings. So every time you visit a customer, you have to sort it out and tell the customer how much benefit it can bring to us today. You want to make customers feel that you are more concerned with his business development than he is.
