Currently, customers/clients is very powerful. Thanks to the growth of the Internet, comparing the company and move from one company to another becomes easier with just one mouse click. However, research has found that customers expect something more reliable than ever.
Relationship with customers is the company’s most valuable asset -more valuable than anything. Or we could say : there are no customers = no business. Obtain and retain more customers in the long run is essential. If your customers loyal to your company, they probably would prefer you over your competitors. Loyal customer may tell their friends about your company. Loyal customers that buy in higher numbers and bring more new customers for you. Loyalty is precious. Research has shown that about 5 per cent increase in the level of customer ownership generates about 25-95 percent increase in profits.
It’s easy to say that the customer is our most important asset. However, implementing the CRM (Customer Relationship Management) strategy, in essence requires hard work. This means that win the hearts and minds of customers every day with each touch point of every interaction with each customer. Lasting relationship just grew from the belief that obtained from many transactions and the customer confidence that the company hoped to maintain them than let them go.
To create a customer for life, the customer will be a lawyer with the perception (and do not forget that perception is reality), they need to be sure that you do the best for the customer, not just the best for your advantage.
To do this, you will need:
- Finding out what customers want and know that what you have is already in accordance with those wishes. Do not start by calculating the profit and loss. Profit and cash flow is the result of attention to the needs and desires of your customer. Of course, profit is something important. However, cash flow and profits in the long term comes from the loyal customer.
- Be honest and stick to simplicity, listen to your customers, communicate openly with them, and keep your promise. Deliver what you say you will do. So far, too many businesses that focus on maintaining customer, ignoring the fact that their product or service is not as it should be. Make sure that the core of what you do is get the long-term customer loyalty, and then find ways to maintain it. Make it easy for them to do business with you.
- Treat your customers like you want to be treated and then even further, such as the classic adage: exceed their expectations. Give your customers reasons to stay. Good service or good products, never hurt to attract customers in a long time. How about a discount to customers stay? Customer loyalty should be valued and rewarded accordingly.
- Know your value from your customer, segment, and the group. Find out who has the potential to be faithful. Some customers may be more troublesome than valuable. Monitor what is able to satisfy customers. If it is too expensive or require too much hard work, it is not correct to say that every person should be a customer for life.
- Use an effective CRM system, do not let the system take advantage of you. Do not be controlled by a salesman or a consultant – make the most of them. They may know the technology better than you. However, let its customers and all things in the lead you to take advantage of technology. CRM system that could be considered is SugarCRM, CRM solutions have won numerous awards and rated as the best solution in its class.
Reference: Richard DS Hill