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The customer is key with huge potential. You just joined and was assigned to this lost key customer. What would be your strategy to gain the customer back?
Lost customer becomes a would be new customer. One will have to start from the scratch and do the mapping. During the course of prospecting old issues will be raised and that has to be addressed first to revive their confidence. Once the confidence is won and the due sincerity and concern is established the doors will open up for new business. Thereafter always keep the customer engagement continued.
there is something i found out during my sales and marketing career.
a love hate relationship develops between you and your customer to the same extent a love hate relationship develops between men and women.
if you leave your customer or he leaves you there still exists memories.
meaning if you lose a customer and want to win him back it isn't as hard as you think.just fix what was broken and chances are he wants you back,just investigate the opportunities,and you will him back.
We need something in hand to regain a lost customer. That could be
1. Loop holes addressed which caused the customer to break the relationship
2. Adequate knowledge about current needs of the customer and issues being faced by the current service provider.
3. last but not least, you need to gain the customer's confidence that in case of any issue, you will be there to safeguard their interest and this confidence cannot be gained through words, It develops through continuous delivery of your commitments
First of all we need to know the reasons why we lost that customer ??
he used to be one of our customers and we had a relationship with him and sure we lost him for some reasons which should identify them and work to solve the reasons .
in my opinion it is not how to get the customer back because each customer had his own reasons to stop working with you which is defference between each customers but when you know exactly what was the reasons you can built your own strategy to get him back depending on your experiences and your history with the customer .
Firstly, i will gather all the possible information about this customer.
Secondly, i will analyze and expect some results, by this steps:
1- Studying previous customer record.
2- Analyze every single previous sale for the customer.
3- Focusing in the last sale happened between the company and the customer.
4- Taking into consideration, the gap between the last sale and the present time.
Finally, i would predict some factors which will represent my dealing technique with this customer.
Factors which represent answers for this questions:
1- Why did the customer deal with our company before?
2- What is the customer main needs from our company?
3- How do our competitors can provide the same product or service for this customer?
4- What is the reasons for losing this customer?
5- What is the appropriate offer for attracting this customer back?
Based on the above, i will start my strategy to gain this customer back.
Whether its a new customer , existing customer or lost customer for me the key to have them again on board is :
Connect with them
Convince them
Collaborate with them
If you can do this you will have success. Be radical, fascinating ,creative in my approach
whether the customer is new or old, the strategy will be to understand the customer's current needs and to support the needs with the features of your product or services. Even though you had lost the customer before, it is better to deal him like a new customer.
