1, customer management:
Customer naming label system:
Most of the customer management of sales definition is to add customer WeChat in the personal WeChat address book. However, there is a lack of regular customer naming tag logic, but when it is necessary to contact customers, the WeChat address book will take a long time to find, or even not. The first step of effective customer management is to make customer name labels logical and realize search and screening functions.
Implement search and filtering functions:
Search function: it can help sales find any customer WeChat they want within 30 seconds. Filtering function: You can quickly find friends of the same type and attributes (region, product, customer level, customer source, etc.) through keyword search in WeChat address book. ).
Customer naming label logic: three attributes:
To realize the function of searching and filtering, three attributes must be added when customers name their notes, as follows:
1) Main background information.
2) Customer grade.
3) Customer source.
Example: Customer Name Label Logic:
For example, you participated in a forum of ABC consulting industry and added 50 customers' WeChat. How to manage customers?
Main background information: Shanghai-1.1-Marketing Consulting-Ye Hui-Founder (city-company name keywords-products-key people-positions). Customer grade: Grade A (the contract may be signed within one month). Customer source: ABC (name of industry forum). Search function: If you want to know how many of the 50 customers are from Shanghai, you can visit the same city conveniently. Just enter "Shanghai" in the "search field" at the top of the address book, and the customer name with Shanghai will pop up immediately. Screening function: If you want to follow up with A-level customers, enter "A" in the "search bar" at the top of the address book, and the names of A-level customers will pop up.
2. Customer training:
Regular follow-up label:
Regular follow-up with label customers is a customer training process. When you add a good customer WeChat, the first step is to complete the logical customer naming label, which is called establishing contact. Many sales encounter a sales difficulty, "customers don't answer the phone and don't return information", because they haven't found the best practice from sales leads to orders, and it's not clear which potential interest behavior representatives in WeChat circle of friends establish contact, and the representatives confirm contact and get a good impression. The core value of periodic customer follow-up: "Who are you".
After "establishing contact" with customers for the first time, follow the content shared by customers through WeChat circle of friends, learn about hobbies, lifestyles and other information, and interact with customers appropriately (comment or praise) to attract customers' attention, so as to identify whether customers "confirm contact" with sales. Similarly, when the information released by sales in the circle of friends is related to customers' hobbies, you can use the WeChat function (@ Remind Who to Read) to remind customers to read the news in your circle of friends, so as to further identify whether customers are in "confirmed contact" with sales (comments or likes).
Trilogy of confirming the connection:
The first step is to get customers' attention: the circle of friends publishes industry-related content, personal hobbies, healthy lifestyles and other related content, which affects customers.
The second step is to get a good impression:
Friends circle captures the potential behavior of customers to gain a good impression on you, such as praise, comments and other potential behaviors. If you receive a private letter from a customer, the representative will get a good impression.
The third step is to establish friendship:
The circle of friends understands customers' hobbies, lifestyles and other information, actively provides value delivery through private messages, and continuously delivers value (non-products). For example, the circle of friends publishes recruitment information and sells resumes of recommended candidates to customers. Such altruistic behavior is the core value of gaining goodwill and establishing friendship.
How to maintain customer relationship in sales? What needs to be done:
1) interpersonal social marketing ability.
2) Run a circle of friends and get good customers.