"Customer is the survival of the enterprise," they are the most direct access to all enterprise sources of profits, but also the root causes of existence of the business. So, for the development of enterprises, how to develop and retain customers it has become the top priority of management.
Retain customers is the basis for sustainable development of enterprises. "Harvard Business Review," a research report: once again visit the customer can bring 25% -85% of the profits, and attract them is mainly due to the quality of service, followed by product, and finally price. So, to build and maintain strong customer relationships is a key part of enterprises to increase market share.
The emergence of CRM can be said to be a boon for all companies using CRM systems can grasp customer relationships, establish and maintain a long-term good relations of cooperation with customers, to grasp customer resources, to win the trust of customers, the correct analysis of customer demand, rapid increase in market share rates, to maximize profits, increase their core competitiveness.
1, to provide customers with high-quality services
Only when you fully understand your customers, you can develop appropriate countermeasures. CRM system records all customer information, observation from customer acquisition through existing customer relationship or understand customers more effectively from experience, from their point of view to consider product demand, timely to provide customers with personalized service, so that customers feel you are so caring and thoughtful.
2, customer complaints complain to make a timely response
When customers complained that appears, you need to make timely customer dissatisfaction reaction judge, by the measures adopted to appease customers, improvements were made in the shortage of places in the communication process with customers, and finally by tracking customer response, enhance customer satisfaction. CRM system will record each customer problems arise in the system after the relevant staff to see information, you can immediately bring greetings to customers, quickly resolve customer problems.
3, strengthen customer care
Customer Relationship Management is the first advocate to keep existing customers to achieve repeat purchase of existing customers is the pursuit of the primary objective, followed by opening up new markets and attract new customers, customer care business should be allowed to feel valued , the only way to retain customers, improve customer satisfaction. CRM system can remind the clerk or customer in a festive birthday timely blessing.
The customer is the basis of survival and development, market competition is the essence of competition for customer resources. CRM identifies customer needs, maintain customer relations, enterprise master customer resources, a good tool to win the trust of your customers.
