9 strategies of customer relationship management make you closer to your customers .Customer relationship management is a strategic process. It starts with the target customer choice and settles on customer loyalty. It is similar to finding the object, falling in love, building a happy family, and feeling the process of being old. Only by considering customer relationship management as a strategic process that runs through enterprise marketing can we truly achieve the goal of customer relationship management.
Step 1 : Choose the target customer
Few companies have the ability and resources to meet the needs of all customers. This is not only because customer needs vary widely, but also because of the many competitors. Most companies need to accurately target their target customers through market segmentation. Even those strong and ambitious companies must differentiate their products or services for different target customers through market segmentation.
Step 2: Study customer needs
Through the professional and scientific research of the target customers, we find customer value orientation and preferences. Only in this way can we provide customers with appropriate value in order to make customers profitable and ultimately build customer loyalty.
Step 3: Establish market positioning
In layman’s terms, market positioning is different from competitors. The highest goal is to be unique, and the minimum requirement is to make a difference.If the research customer needs to solve the problem of “the basic height that must be achieved”, then the market positioning solves the problem of “the theoretical height that must be reached”. The reason why many companies are not successful enough is that they only reach the basic height of customer demand and have not reached the theoretical level. The so-called “basic height” refers to the general product with competitive generality; the so-called “theoretical height” refers to the differentiated products with certain competitiveness and the high-quality unique products with superior competitiveness.
Step 4: Identify the marketing mix
The same target customer group, because of differences in culture, geography, gender and income, also has different preferences. Therefore, companies must provide different product combinations, price combinations, and matching channel combinations, promotion and promotion combinations. Without accurate research on customers and competitors, it is difficult to develop a precise marketing mix.
Step 5: Establish customer relationships
It mainly includes three links: the understanding of the customer, the choice of the customer, and the development of the customer.
Step 6: Maintain customer relationships
This part includes five links: access to customer information, grading of customers, interaction and communication with customers, analysis of customer satisfaction, and efforts to achieve customer loyalty.
Step 7: Recover customer relationships
How to recover lost or impending customers in the event of a crisis in customer relationships.
Step 8: Build and apply the CRM system
It includes how to apply modern information technology tools such as call center, database, data mining, business intelligence, Internet, e-commerce, mobile devices, wireless devices to assist customer relationship management. The Enterprise Edition of the Business Council also has CRM capabilities.
Step 9: A virtuous circle of “marketing with customer relationship management as the core”
It includes how to conduct marketing and sales based on strategic customer relationship management concepts, how to implement customer service and support for business process re engineering, marketing innovation, business transformation and organizational setup, and how to implement CRM software systems and other information technology management. The synergy and integration of means. This step is both a task and the key to realizing the strategic customer relationship management mission, which is to achieve a virtuous circle of marketing, management and management.
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