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Does this sound like a typical scenario in your company? You get an S.O.S. email at 5:00 p.m., blasted out to 20 people asking for a customer willing to serve as a reference. Oh, and the salesperson needs to get the information to the prospect first thing in the morning. A chain of email continues until noon two days later, when the prospect finally receives the reference information. If only there was a better way.
Satisfied customers willing to serve as references for your new prospects often make the difference between winning and losing the sale. Getting and keeping those references, however, is a challenging and time-consuming job. While critical to the success of sales, this responsibility often falls into the lap of marketing and product management professionals who may not be as close to the individual customers as their sales representatives.
Implementing a seven-step customer reference program
There is a better way. These seven strategies help you avoid the stressful and unproductive customer reference scramble. Using this approach, you can systematically acquire and retain customer references that will help grow the company, increase the bottom line, and build credibility and brand equity.
Once Sales sees the value of customer references in influencing the next deal, the process gets better and better.
marketing budget realignment will only reap the desired rewards if companies take a holistic approach to the whole area of retaining customers. The strategy of merely reassuring existing customers that they have preferential rates over new ones will fall on deaf ears if the service element fails to reflect the projected image of the brand. After all, while consumers are exceedingly price- sensitive, they also react positively to better service.
To date, too many companies have relied on discounts as a recruitment incentive, which are ultimately followed by price increases to boost profits. As long as there has been the ability to acquire customers relatively cheaply, many brands have not bothered to tackle the tougher question of how to keep customers happy.
But these practices fail to appreciate the role of customer service in deepening loyalty. The consumer will stay loyal, but only when the supplier provides an integrated platform of offerings and a service that reflects the projected brand image. Too often, companies are a pale imitation of their projected image, leading consumers to migrate.
To stem the flow of departures, companies need to spend more of their budget on retaining consumers with a range of initiatives - and not make all of them price-led. For instance, they can develop programmes that produce insight into customer behaviour and buying patterns, allowing for better customer service and reward programmes.
While we applaud the change in emphasis away from chasing one's tail and constantly trying to acquire new customers - historically to the detriment of existing ones - there is still a long way to go before companies can claim to understand and appreciate loyalty.
I agree with experts answers, thanks for the invitation.
These challenges could be listed as below:
1. Competition
2. Satisfying customers
3. Keep developing service
4. Costs and service
5. Having the right people
Thank You
Institutions realized that to retain the loyalty of the customer is the first and last way to achieve profitability and reduce cost Important study: The cost of attracting a new customer is equal to five times the cost of retaining an existing client You've done a deal with the sale ends the sales process steps, starting step customer care. Here we have to assess what has been achieved, and is keen to be sincere and serious and meaningful evaluation. It evaluates an important means of developing your abilities in order to provide the best view in the future and so that all your transactions are realizable with God's help..
. The possibility paid to buy what sells again the possibility to attract them to buy what you sell an entity that works with them assess the activity of established productive and marketing through their remarks enhance the reputation established by their applications follow the suggestions and complaints of customers measure how satisfied customers care Sense clients to communicate with customers' needs according to a deliberate plan
Whatever the industry or service is, a retailer or service provider, what attracts me to be a customer must offer me "as a customer" attributes not provided by business rivals.
It ia what it is, you can't keep customers coming to you without you running to them first, and keep running to the unrevealed end.
Agree with all =====================================
thank you for invitation .................agree with all answers here
Thanks for the invite ................. a wonderful answer from Dr. Walid
Acquiring and retaining are not the same.
To acquire new customers you need to:
Focus on the segment of the market you are selling your products to and make and attractive offer.
You can also make a promotion and get involved their friends/family.
Your customer service needs to stand out against your competitors.
To retain these customers you need to:
Still offer that great customer service.
Offer them new promotions.
Prices getting better.
Range of products getting bigger.
After sales service.
And many more! :)