How to secure a loyal customer (Part 2)

a) Avoid direct marketing via mail or promotional offers after the customer has purchased a product. This is because they can be many reasons that push someone to turn to our company, but the purchase does not mean "be subscription". The emails that are sent after purchase should not be general but the more personalized you can.

b) careful study of the customer. A customer is not equal to one another: what is often reprimanded is the tendency to standardise bids, responses and promotions. The careful choice of products, the customer avoids offers can be a number, and the feeling that every customer has a value.

c) Excellent customer-oriented management in negotiation phase. Study carefully the customer to avoid the submission of accurate and standardized offers little that they do not take account of the needs of the customer (past and present). You should also go to analyze previous purchases for bidding in line with what was purchased and the discounts applied.

d) Give the customer a precise feedback on the status of his orders. It is very important to inform the customer immediately on how to order management, fulfillment, times, trying to answer as much as possible to your questions and your requests. It is a very important stage, which, if managed effectively, can even bring a customer to remain loyal to the company despite delays or failures.

e) After-sales service. Another important stage in the process of retention is as follows the customer after the purchase of the product, by setting the invoice (for example through a clear and exhaustive list of products) to the reporting of activities, promotions, discounts. The latter task can be carried out successfully with a software for the management of CRM.

Fulvio

-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
Fulvio Giaccari
CRM Consultant
SB Soft S.r.l.
Microsoft Gold Certified Partner
Sede Operativa : Via Santa Maria Valle, 3 - 20123 Milano (MI)
url: http://www.sbsoft.it
Tel.: (0039)0200681010
Fax: (0039)0200681400
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-