Management method:
1. Divide the customer base into three categories: key customers (Class A customers), major customers (Class B customers) and ordinary customers (Class C customers), that is, ABC customer classification. Take different management methods for different types of customers and establish a scientific and dynamic classification management mechanism.
2. All departments must pay more attention to customers and find ways to keep them, so as to gain the motivation of sustainable development. Enhance the core competitiveness of enterprises and adapt to changes in customer needs; Take scientific and technological measures to deal with the relationship between enterprises and customers, improve and maintain a high customer share. Really identify the difference in customer profit value and then take effective management.
3. In the allocation of service resources, the phenomenon of "from the same pot" or "upside down" cannot occur, that is, all customers are treated equally, so that important customers do not get more services, all enterprises have resources, and all investment and expenditure of enterprises are used in the "cutting edge".
Extended data:
How to classify customers:
1. Customers interested in purchasing: We should speed up the processing of such customers. Actively follow up, communicate by telephone, and transfer customers to the next stage as soon as possible after gaining the trust of customers.
2. Considered and hesitant customers: The purpose of treating such customers at this stage is to communicate and contact, and not to market products too much. We should use different strategies. Never sell products to customers immediately after the phone is connected. Instead, we should communicate with customers more, understand their needs and interests, and make more phone calls to narrow the distance with customers.
3. Customers who don't buy for the time being: We should aim at establishing a good relationship and never give up such customers. It is necessary to communicate with customers, record the expected time for customers to purchase such products and other information, keep the communication channels open with customers, and let customers allow the company to mail or telephone customers some promotional materials such as product function introduction on a regular basis.
4. Customers who definitely don't buy: Such customers generally have a tough attitude. In communication, we must eliminate the psychological defense of customers, and then understand the reasons why customers don't buy. If there is a problem with the product function, we must explain it well, record some extended functions of customers and provide them to the business development department in order to improve the product or develop new products.
Baidu Encyclopedia-Customer Classification