Download e-book for kindle: Customer Relationship Management: How to Turn a Good by Graham Roberts-Phelps

By Graham Roberts-Phelps

ISBN-10: 1854181149

ISBN-13: 9781854181145

Each client is somebody with a decision. The function of purchaser dating administration (CRM) is to make sure that each one first-time purchaser turns into an ongoing shopper, and each purchaser a self-perpetuating recommend of your business.

This publication explains the weather of CRM and the way to set up an built-in consumer relationship-oriented strategy on your corporation. How, in a note, to develop into a enterprise the place each customer's desire is not only supplied for yet anticipated.

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Extra resources for Customer Relationship Management: How to Turn a Good Business into a Great One

Sample text

Personal interaction with a customer 3. Expectations 4. Courtesy and competence 5. Information and keeping the customer informed 6. Attitude and customer liaison 7. Long-term relationships 1. Speed and time Speed and time measures are very important factors to many customers. The speed with which your company or organisation can deliver, whatever it is it provides, can actually gain you competitive advantage and allow you to offer higher satisfaction, and maybe even demand, or ask a price premium from your customers for that convenience of doing things faster or quicker.

8. Honour your customer’s privacy. If you have been a truly consultative salesperson, you may possess some knowledge that should be kept confidential. Your ethical standards should demand that you keep it that way. 9. Keep your promises. Never, ever promise something that you cannot deliver. This principle applies to little things such as returning phone calls as well as big things like delivery dates. If you must, ‘baby-sit’ deliveries and promised service to see that they are realised. Your reputation is on the line.

Another enterprise uses an even simpler formula: [Number of cancellations x 12] ÷ [number of customers at the beginning of the month]. 33 chapter three The economics of customer care A number of considerations may affect your totals. For example, do you count customer ‘holidays’ or ‘freezes’? What about summer customers? g. another enterprise in your town goes out of business and you absorb their customers) or a loss of business due to uncontrollable factors (your pool springs a leak and you have to subsidise your customers’ use of another facility until you can repair yours)?

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Customer Relationship Management: How to Turn a Good Business into a Great One by Graham Roberts-Phelps


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