Long Term marketing 2 : Managing your Customer

Manage Your Customer = Manage Yourself

Taken from : http://quelle-market-view.blogspot.com/2007/03/manage-your-customer-manage-yourself.html

The biggest capital for business people is not money, but customer.
Let say if we have big money, but if you don’t have customer, the money just gone like that.

So, if we try to manage our money, out system, why don’t we also manage the customer? As I told before customers is the biggest treasure for the long live achievement for the company. Try to serve them is try to help your own business.

How to manage the customers? These are the simple ways to do the Customer Relationship Management (CRM):

1. Make databases of your customers. Try to know all you want to know from them.
2. Make reminder for your customers, base on your database, you can know when is their birthday, you can send them regards base on the address that you get from the databases.
3. Base on the databases itself, you can make segmentation or target for each character of your customers. You can know what they want, what their hobbies will make you easier if you want to develop your product or services.
4. Make some sales promo for your loyal customers. Such as free gift for the 10th purchase, or discount voucher for your products after collecting some coupons.
5. You can make a news bulletin or some information for your customer by email, SMS, letters (hmmm… you already know the addresses don’t you from the step above).
6. Make advantage member card for loyal customer, and you can join promo with others, so your member card also function for discount card in other outlet.

For examples, my teacher ever told his experiences in America. The CRM in the small local company is very important and have been done since a long time ago. Such as a car workshop, they have the customer database, and they are willing to make a phone call to the customer who need refill the car machine oil (because the workshop must have the kilometer record), periodical services for they car. So the customer was warned by the professional so they car still in fine condition. I think this is important, because sometimes people don’t understand a lot about the car, but they don’t have to worry if they are late to do the maintenance, because the workshop is ready to remind them.

The more you manage the customer, the more you easy to do the job.




Recommended Site :
Voice of The Customer

Just about everybody agrees that listening to your customers is a good thing to do:

• You learn what you need to improve in your products, service and relationship with your customers.

• You can find out if customers are likely to stop buying from you.

Then why aren't more companies conducting Voice of the Customer programs??
The chances are they lack the information, insights and tools to make it happen.

The Voice of The Customer