I. General principles
In order to standardize and effectively manage the company's customers and ensure stable development, these measures are formulated.
Second, customer definition.
Company customers are suppliers and distributors who have business dealings with the company.
Lawyers, financial consultants, advertisements, public relations, banks, insurance and financing assistance institutions related to the company can all be listed as special customers.
Third, customer information management.
The marketing department (marketing department and information department) of the company is responsible for the classification, summary and arrangement of all customer information, materials and data of the company.
The company establishes customer files, assigns special personnel to be responsible for them, specifies a unified format and content, and prepares a customer list for future reference.
Fourth, establish customer files.
1. Every time a new customer is developed or contacted, a customer file account shall be established.
2. Customer files should be properly standardized, so as to find out the basic information of customers, such as customer name, legal representative or legal representative, address, postal code, telephone number, fax number, business scope, registered capital, etc.
3. Customer files, information and data should be updated and revised regularly.
4. Major changes in the client unit and business dealings with the Company shall be recorded in the client file.
5. Accumulate the annual performance and financial status report of customers.
Five, the company's major issues in contact with customers, all departments must report to the departments under their jurisdiction (except those involving trade secrets), and shall not be limited to the personal scope of business personnel.
6. When employees are transferred from the company, they are not allowed to take away customer information, which is received, sorted and filed by the competent department.
7. Establish restrictions on the right to access customer information, and do not access customer files at will without permission.
Eight, customer management
Customer reception shall be handled according to the company's external reception method, and important customers shall be received according to VIP level.
Letters, faxes and long-distance communications with customers should be recorded in accordance with the company's various management measures and incorporated into customer files.
For some important new customers to be developed in the future, the company should have more than two people to contact and establish a contact reporting system.
When the employee in charge of contacting customers is transferred from the company, the company should inform the relevant customers in time and assign its employees to replace the transferred employees, so as to establish contact with customers quickly.
Eight. supplementary terms
The Marketing Department (Marketing Department and Information Department) shall be responsible for explaining and supplementing these Measures, which shall be promulgated and implemented after being approved by the General Manager.
Example: How to manage customer information after it is wrong?
First, the customer service staff will formulate a remedial treatment plan, submit it to the customer service manager for review, and then submit it to the general manager for approval. After the approval of the general manager, it will be transferred back to the customer service department for execution, and the customer service department will hand it over to other departments for execution. After the implementation of other departments, it will be fed back to the customer service department, which will write a report to the customer service manager for review, and then submit it to the general manager for approval. After the approval of the general manager, file it and end it.