Track customer skills: I track customers!

Enter the sector for nearly three months now, began marketing performance improved markedly, from previous difficult to sign a two or three months, and now each week can sign a few lists, and intention to customers more and more, my heart is still very pleased. oY!nM%z/  
Of course, the results achieved, inseparable from the co-operation and concerted efforts of the entire team. b9M.p*!  
In this procedure, the author summarizes some tracking customer experience, hereby compositions, for colleagues to refer to, learn from, is inaccurate.

I was tracking customers:

One: stick to proactively track clients.

Specifically, the following details and considerations.

1, active contact customer. TH_Vw,)  
I keep track of customers, follow the principle that the “active” contact customer, rather than “passive” wait for the customer to call.

For example: many marketers to customers after sending product information or the message, they begin to “passive”, look to the customer will take the initiative to contact us. (mq 7{;7y  
I don’t follow this “passive practice”, but a proactive communication with the customer, ask the customer if they receive information on our products, or receive a message from us, for our products and technology, quote or have any questions or needs, we need to do what?

Advantage of this very clear: on the one hand expressing our good faith and service attitude, respect and attention to the customer; the other hand also makes it easy to understand the real needs of our customers at any time, progress in the mastering of commercial cooperation, methodical, proactive; at the same time, also to pWo`iM& F  
avoid %|(~k*s4  
some time customers do not receive product information, or e-mail us, resulting in asymmetric information, impossible for customers to contact us. gi::?ET/.  
In the real world, customers often cannot, or does not receive timely product information and e-mail us, if we do not proactively contact customers, so customers will not take the initiative to contact us!

2, adhere to communication with customers and contacts. &]VCZQL  
Author track customer, is omni-directional of, and more forms of track customer, regardless of is phone, and qzv$E
;zAl  
SMS, also is QQ, and MSN, and message, and so on; anyway, author will guarantee each week will and important customer at least 1 times above of communication and contact, such both can said we on customer of respect and attention, also can is good of reminds customer “we of exists”, customer once has real of needs, first on will thought we!

Stick, is the key to success!

3, adhere to every weekend to focus on customer messages.

This is the author of a major initiative, also lies at the heart of the author to track customers.

I will be every weekend, more specifically is on every Friday night for all key customers (including signing customers, will sign the Bill the customer, customer focus tracking, more important customer for long-term tracking) send a greeting SMS one by one. wI+ oG  
Among them, send SMS request:

SMS must be sent individually. z
n5  
No ?'H);ou-p  
mass zR)|%[sWwQ  
mailings to customers, otherwise it’s better not made.

Send SMS messages, wrongly written or mispronounced characters appear is strictly prohibited, or obvious punctuation in line with error.

Send SMS messages, last name “**** (company) **** (employee name)” to avoid some customers don’t know who sent him the information.

Send SMS messages, must be very polite tone. 4ew|5Zex.~  
Begins with a “** total (Secretary/Dean), Hello! TRG(W^<F  
“SMS for whole body looked as a whole, is very kind, humble and a low profile 70!&  
languages, allow customers to feel that our good faith and service.

Send SMS messages, concise, and advantage can be an appropriate description for the company’s products and services, focused, meaning expression in place.

Send SMS messages, otherwise is “have any needs or questions, please feel free to call told”; not to mention the specific product needs, this will seem very snobbish, enables customers to rest in the weekend day feel very uncomfortable.

Send SMS messages, you can focus on the company’s “product, price and service”, highlighted to show it. yn<z!z%mz  
To say much, lie has become the truth! P8.tl"q  
–Customers will feel!

Insist on SMS every week, the benefits will gradually reflected, increasingly reflected.

Here, the author has added:

Never sending SMS to the customer;

Also do not consider fetion to customers, very few customers and also your fetion communication;

Mass mailings to customers, the effect is even worse;

Send an email to the customer one by one, the effect is very bad. v'*Q[ ('  
Why do we do that? 6\4ny0  
Because everyone knows, send an e-mail to the customer, you don’t need to pay yourself and send SMS, and then say, you took out 1 dime–customers see you spend money, natural importance to you, because he sensed that you attach great importance to him! DHGv< F@  
This is the difference between email and SMS one by one one by one.

I now every weekend will give one hundred or two hundred customers to send SMS messages, while to spend a few hours, but the effect is really good!

Second: stick to respond quickly.

Every business in stressing that the implementation force, the author also believes that executive power is important, and I found that most of the time, Executive power is reflected in our concept of time above, simply speaking, is ready to respond quickly, is to strengthen Executive power.

When I track customers, and always adhere to, strengthening rapid response, this one also helps the author and the author’s team has won the trust of many customers and signing.

How to do a quick response? 4NbX!"0  
I believe that mainly consists of the following four points:

1 and give clients a definite period of time. &/R@cS6}'  
When customers demand, I will be the first time )gV+BHK  
giving $G5m/[KDI  
a definite time. ]4\^>  
For example: customer requirements we provide a comprehensive range of solutions and an offer, I will carefully ask the specific needs, evaluating design and quotations about how long this solution, and then tell the customer, “we will send to you **** time past”.

Some marketing newcomers easily either commitments or ambiguous reply, this will give a very bad impression on the customer, resulting in cooperation in the late stagnation and even stopped.

2, was not clear time, must, within the agreed time to give customers a clear feedback. Y\BB;"x1  
For example: customers asking us to complete a particular function development, we have no way to give customers a clear time to reply on the spot. (p
`'Okw  
Then, the author is clearly telling customers: “you ask this question, I need to consult our research and development team and I will give you a definite answer before tomorrow morning!” ~j3B'  
This reply is so that customer satisfaction, but also to maximize customer understanding and support. F }pS'Y  
Of course, after having said this, then I would have to consult the relevant departments to understand problem-solving takes time, and then on the morning of the next day (that is, within the agreed time) direct contact the customer, to give customers a clear reply.

3, %cO;{og M  
Word, truly “rapid response”. [6 wI22  
Commitment to the customer, then the next, is fully committed to complete our “commitment”, “word”, gives customers the maximum integrity and confidence! J"|)?$d]z  
At this point, I need to point out that:

Marketers are basically in accordance with the “word” efforts to meet commitments to come and go, but involving other relevant sectors, particularly in the research and development sector or sectors is platform, they don’t care about these “promises”, this requires we marketers more proactive effort, tocommunicate, to public relations–as most companies, delaying always those developing or platform sector marketing performance! mLk@&WxG  
It is each of our marketing personnel must be deep in mind.

4, take the initiative to communicate with customers, strengthen customer’s visit. J[Y A1  
For our key customers, in particular signing key customers, we must learn to strengthen customer visit, take the initiative to communicate with customers, learn and discover problems in advance, thus before the problems accumulated, to solve the problem, so as to win greater customer satisfaction.

vQ+}rHf`[  

Source: Gold station & Enterprise strategy