One: Insist on actively tracking customers. Specifically, there are the following details and precautions.
1, take the initiative to contact customers.
What are the principles for tracking customers? Active? Contact the customer, no? Passive? Wait for the call from the customer. For example, many marketers start after sending product information or emails to customers? Wait for him? We hope that customers will actively contact us. I never understood this? Passive code? Instead, take the initiative to communicate with customers and ask them if they have received our product information and whether they have received our email. What questions or needs do we have about our products, technologies and quotations, and what work do we need to do?
The benefits of doing so are very obvious: on the one hand, it expresses our sincerity and service attitude, and respects and attaches importance to customers; On the other hand, it is also convenient for us to know the real needs of customers at any time, grasp the progress of business cooperation, and plan ahead in an orderly manner; At the same time, it also avoids the information asymmetry caused by customers not receiving our product information or emails at some time, and customers can't contact us. In the real world, customers often fail or fail to receive our product information and emails in time. If we can't take the initiative to contact customers, then customers won't take the initiative to contact us!
2. Insist on communicating with customers.
Tracking customers is to track customers in all directions and in various forms, whether by phone, SMS, QQ, MSN, email, etc. In a word, I will make sure to communicate and contact with important customers at least/kloc-0 times a week, which can not only reflect our respect and attention to customers, but also remind customers well? Our existence? Once customers have real needs, they will think of us first! Keep doing it, it is victory!
3. Insist on sending short messages to key customers every weekend.
This is the core of the author's customer tracking. The author will send greeting messages to all key customers (including customers who have signed the bill, customers who are about to sign the bill, customers who are focused on tracking, and more importantly, customers who need long-term tracking) every weekend, more specifically every Friday night. Among them, the SMS sent requires:
Text messages must be sent one by one. Never send it to customers in groups, or you might as well not send it.
It is forbidden to send short messages with typos or obvious punctuation errors.
The text message was sent. Last signature? * * * * (company) * * * * (employee name)? In case some customers don't know who sent him the message.
Send text messages in a very polite tone. What does it start with? * * Director (secretary/dean, etc. ), hello! ? The whole message seems to be a very polite, modest and low-key language, which makes customers feel our sincerity and service.
The short message sent is concise, which can properly explain the advantages of the company's products and services, highlight the key points and express the meaning in place.
Send a text message, specifically? Please feel free to call me if you have any needs or questions. ; Don't ask specific product requirements, it will appear snobbish and make customers feel uncomfortable on weekends.
Send short messages that can pay attention to the company? Products, prices and services? , highlighted. When you talk too much, lies become truth! ? Customers will feel the same way!
Insist on sending short messages every week, and the benefits will gradually be more and more reflected. But don't send short messages to customers in groups, and don't consider sending them by fetion. Few customers are willing to communicate with you by Fetion, and the effect is even worse.
Sending emails to customers one by one, the effect is also very poor. Why? Because everyone on earth knows that there is no need to pay for sending emails to customers; And texting, anyway, you will take out 1 cent? Customers will naturally pay attention to you when they see that you have spent money, because they think you attach great importance to him! This is the difference between sending emails one by one and sending text messages one by one. Now I send text messages to one or two hundred clients every weekend. Although it will take several hours, the effect is really good!
Second, adhere to rapid response. Every enterprise emphasizes execution, and the author also thinks that execution is very important. Moreover, the author found that, in many cases, executive power is reflected in our concept of time. Simply put, it is to respond quickly and strengthen execution. When tracking customers, the author always insists on and strengthens quick response, which also helps the author and his team win the trust and contracts of many customers.
How to respond quickly? The author believes that it mainly includes the following four points:
1. Give the customer a definite time. When the customer puts forward the demand, the author will give the other party a clear time at the first time. For example, if a customer asks us to provide a comprehensive solution and quotation, the author will carefully ask the other party's specific needs, evaluate how long it will take to design this solution and quotation, and then tell the customer. We'll send it to you in * * *? .
Some newcomers in marketing either promise easily or don't reply clearly, which will leave a bad impression on customers and cause the later cooperation to stagnate or even stop.
2. If you can't specify the time on the spot, you must give clear feedback to the customer within the agreed time. For example, when a customer asks us to complete a special function development, we can't give the customer a clear reply time on the spot. Therefore, the author's approach is to tell customers clearly: I need to consult our R&D department about your question. I'll give you a definite answer tomorrow morning? ! Such a reply will make customers very satisfied and win their understanding and support to the maximum extent. Of course, at this point, the author will consult the relevant departments to find out the time needed to solve the problem, and then contact the customer directly the next morning (that is, within the agreed time) to give the customer a clear answer.
3. Do you really do what you say? Quick response? .
Make a promise to the customer, then the next job is to go all out to complete our work? Promise? Do it? Keep your word? , give customers the greatest integrity and trust! At this point, the author needs to point out in particular:
Marketing people basically follow? Keep your word? To try to keep the promise; However, when it comes to other related departments, especially R&D departments or platform departments, won't they care about these? Promise? This requires our marketers to be more proactive in their work, communication and public relations? Because most companies, it is always those R&D departments or platform departments that delay marketing performance! This is something that every marketer must keep in mind.
4. Actively communicate with customers and strengthen the return visit to customers. For our key customers, especially those who have signed the bill, we must learn to pay a return visit to customers, actively communicate with customers, understand and find problems in advance, solve problems before they accumulate, and win greater customer satisfaction.