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CUSTOMER RELATIONSHIP: CUSTOMER SERVICE
Customer - a person or organization that transacts with businessperson or business organization to buy goods or services for monetary or other valuable consideration
Acquiring and keeping customers- end goal of businesses because customers create demand
Because customers have varying needs and preferences over time, organizations must be able to offer products and services at the time when customers need them. Companies must predict customer needs.
Companies outdo each other in terms of value offering. Everything must be done that the customer is kept and retained.
Retail Establishments have realized that customers are not only drawn to stores because of their product offerings and convenient locations, but also by the superior customer services they provide.
Companies can best manage customer service quality by:
Physical Product Differentiation
vs.
Customer Service Differentiation
1. The development and training of competent customer contact personnel
2. Designing and implementing a superior service delivery environment and process
Effective customer service that can result in long-term customer loyalty
CRM - a process of managing an organizational interactions with current and future customersc
Rationale of CRM - the recognition that companies can sustain long-term profitability by attracting and maintaining the most valuabel customers
Information to acqiure:
Customer database information - used in customer segmentation and profiling
- includes geographical area, distance they are willing to travel
- age profiles
- occupations
Customer shopping history - used to accurately identify the type of merchandise frequently purchased, the amount spent, the preferred days for shopping, etc.
It is the forecasted sales or profits that a company can derive from the entire span of the future relationship with a particular customer.
-improve a company’s finances over time
-before, during, after a purchaseinnovation, pricing scheme, extra services, customer feedback mechanism, staff training
- Enhances a service or a product’s features
CRM (customer relationship management) is a business strategy that blends processes, people, and technology to help you attract sales prospects, convert them into customers, and keep existing customers satisfied and loyal.
The goal of CRM is to learn as much as possible about each customer's attitudes, needs, and behavior to provide them optimal service and retain the relationship. Because business success is all about customers and their needs, it's difficult for companies to achieve and maintain leadership and profitability without a sustained focus on CRM.
CRM software is a category of software that covers a broad set of applications designed to help businesses manage many of the following business processes:
Using CLV, the total cost acquiring or retaining a customer can be calculated and determined
In any organization, the sales department plays a pivotal role in the success of the business. The unique and important role of sales is to bridge the gap between the potential customer’s needs and the products/services that the organization offers that can fulfill their needs. Here are some of the key ways in which sales impact the organization's success.
To close sales, serve customers, and strategize effectively, your salespeople need to be in the know. That includes keeping them informed about company-wide goals, giving them tools to uncover new opportunities, launching new training methodologies, and managing in a way that helps them improve their sales and service performance. Ultimately, the sales team in the know can make sales grow.
Communication is essential for the CRM strategies
-Keep track of competitors Adopt the good practices
-Keep track of competitors Adopt the good practices
Never be satisfied with the level of your service. Try to discover how the organization can make experience of customers better.
Every person in an organization is needed for customer experience innovation. That’s because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to do with customers deciding not to come back.
Customer service MUST be sincere.
Use the elements and build your own layout
Use the elements and build your own layout
Use the elements and build your own layout