CRM system with each customer (Double Standard)vgenz
In making a CRM system, he treats different customers differently, dividing the customers into two categories, Double Standard, while trying to add value. By managing customer mix (Management Customer Mix) because we will know the customer. Which group is most valuable for business? Or any group that service is not worth it to get rid of it.
So using the CRM system can beat the competition. Because you know your customers more than your competitors, you know they know us, but many times they end up ignoring us and not knowing them. So, remember these four words are IDIC, which is what I would like us to remember when doing CRM.
1. Identify You have to tell me that. Who are your customers? And which group is your chosen group? Because customers have many levels. Some customers or some groups are not nagging. We manage it. We can make a lot of profits. However, if the customer is the one who is very clear about what they are looking for, it may be difficult to make the service. And it costs a lot, called high cost-per-service.
2. Differentiate When you know Who are your customers? After forming a relationship. You have to make that difference. Which group can you add value to? And if any group that you add value. The cost may be some. But if it still has the ability to make a profit is still enough.
3. Interact Interaction with him Think of programs to talk to customers. In order to learn from him. To find what he wants What he likes And bring what he likes He wants to create value-added products or services. Talking to each customer We will have some experience from him. Put this information into our Data Warehouse to use the information to make it useful.
4. Customization The interacting with customers. We will be able to produce specific products or services as required. Of each of them. Because do not forget that each customer is not the same. If we can bring the experience or information we learn from each customer to market, we can increase the bottom line.
For example, Dell Computer was successful in that way. He launched a website for customers looking to buy a PC. But there is no need to buy a factory-made model. Customers can define requirements. Or the specs of the computer you want to select the Main Board he likes or Harddisk that he is satisfied enough to enter the data. Dell Computer will calculate the price. And you will be able to pick up your chosen computer at your nearest branch within 3-5 days.
Making Relationship Marketing or CRM today has made business successful in increasing sales. Cause technology is down every day. We bring technology to create a database. And help build customer interaction. Or communicate with customers Help in mass-market-specific (Mass Customization)
So, CRM is a strategy we use to optimize (profit) by focusing on customer satisfaction. You always have to realize that. customer is God Or apply the rules for 2 existing customer service.
Rule 1 Customer is always right Rule # 2 If customer is wrong, go to rule # 1.
Because customers are always right. Because customers pay salaries, we are not a company, not a boss. The customer is paid. If a client goes out of business, we may be unemployed.
Every customer is always important. Some customers are customers who can bring profits to you. The group you should be interested in. Keep your customers profitable for as long as possible. With all the strategies to keep and keep him coming to you. Non-profit or fussy customers. You put the rifle to your competitors. Let’s create a headache to play your opponent.
How to add customers. And how to create customers simultaneously. How about your organization?
By Up Sale, if a customer wants to buy a giant bottle, he wants to buy a jumbo bottle. Or he wants to buy a small bottle, so he wants to buy a bottle of high bottles up Central Sale.
Cross Sale as always buy shampoo alone. He also bought a lotion. Or have you bought a shampoo? How to make him buy soap is to think how to make more.
Use the word of mouth (Word of Mouth), that is, to recommend to others. If you use a good brand and are satisfied with the product. We always say that this brand is good. Because human psychology is If we use something good. We always want our friends to use it.
But if you can not find more customers. You will have to reduce the cost of customer service. If you use CRM or Customer Relationship Marketing, you will know the customer. I will notice that. If you make a customer happy in you. You will have very low service costs. Because he will not nag. If you have 100 clients, there are 50 long-time customers calling you with 40 customers calling you 3 times a day, 40-50 lower customer service costs. Which group should we keep? That is the core of CRM.