客戶關係管理

你是否曾經在一個落後於進度的項目上工作過，發佈過一個有問題的項目，或者沒有以一種導致你和客戶之間緊張關係的管道交付過？

當客戶不滿足期望時，客戶會產生緊張情緒。關於客戶關係的基本經驗是設定現實的期望。如果這是不可能的，這是不值得與客戶做生意，無論你是做銷售，行銷或開發工作。下面是一些客戶關係管理的經驗教訓：

打電話給客戶

當事情出了問題，客戶知道的時候，打電話。電子郵件並不總是能很好地翻譯環境或感覺，因為沒有語音變化，客戶通常會在電話中給予更大的價值。討論情况並準備好解決方案！

另外，準備好實施解決方案和解决問題的時間表。確保你能按時完成任務，這將恢復信心。處於危機狀態的人，當他們知道該期待什麼時，他們會感到壓力較小。當您執行這些解決方案，並且客戶意識到這一點時，他們將增强對您的信心，並更加放鬆。

通知客戶

當事情出了問題，客戶不知道的時候，讓他們知道仍然是一個好主意。這並不總是如此，但根據經驗，它解决的潜在問題比它引起的問題更多，並顯示出你的正直。在與客戶交談之前，先適當的準備好解決方案並解决問題。大多數情况下，客戶都會發現問題所在。

提供解決方案

當出現問題時，為客戶準備好解決方案。不要指望他們告訴你該怎麼做。向他們提供解決方案並詢問他們的想法。這樣做，展示了您已經考慮過這個問題，並且掌握了它。

注意所做的承諾

不要承諾你不能兌現的承諾。正如他們所說，“承諾不足，交付過度”總是更好的。在上述場景中，這一點非常重要，對於客戶機來說，這一點始終是正確的。設定切合實際的時間線和預算，加上一些擔保，這樣你就可以完全兌現承諾，然後再兌現一些承諾。這會有回報的。客戶更有可能推薦您，將來也更有可能使用您。

新增價值

通過引入客戶的想法，為您和您的業務新增價值。例如，您可能會向網站客戶提出這些建議：“您是否想過使用Google Adsense向您的網站添加收入流？

新的推銷，行銷策略，低成本的管道來促進業務，任何有價值的，有助於推動客戶的業務前進的東西都將受到讚賞。向他們展示如何為他們的業務創建社交媒體計畫，或者，如果他們經營以客戶為中心的服務業務，向他們展示如何改變您的業務模式，看著您的利潤飆升！

使用這種方法，最終，他們開始詢問我現時沒有參與的部分業務。這可能會導致您的契约新增額外的業績美元和新增忠誠度。

缺點是當您的客戶開始花很多時間談論新想法時。小心這個很重要。一定要建立起這樣的關係，每個人都尊重彼此

Customer relationship management

Have you ever worked on a project that was behind schedule, released a project that was problematic, or not delivered in a pipeline that caused tensions between you and your customers?

When customers do not meet their expectations, they will be nervous. The basic lesson about customer relationships is to set realistic expectations. If this is not possible, it is not worth doing business with customers, whether you are doing sales, marketing or development work. Here are some lessons from CRM:

Call a customer

When something goes wrong and the customer knows, call. E-mail does not always translate the environment or feel well, because without voice changes, customers usually give more value to the phone. Discuss the situation and prepare solutions!

In addition, prepare a timetable for implementing solutions and problem solving. Make sure you finish the task on time, which will restore confidence. People in crisis situations feel less stressed when they know what to expect. When you implement these solutions and customers realize this, they will increase their confidence in you and relax more.

Notify customers

When something goes wrong and customers don't know, it's still a good idea to let them know. This is not always the case, but in experience, it solves more potential problems than it causes and demonstrates your integrity. Prepare solutions and solve problems properly before talking to customers. In most cases, customers will find the problem.

Provide solutions

When problems arise, prepare solutions for customers. Don't expect them to tell you what to do. Provide them with solutions and ask them what they think. Doing so shows that you have considered this problem and mastered it.

Pay attention to the promises made

Don't promise promises you can't keep. As they say, "under commitment, over delivery" is always better. In the above scenarios, this is very important, and is always true for clients. Set realistic timelines and budgets, with some guarantees, so that you can fully deliver on your commitments and then deliver on some of them. This will pay off. Customers are more likely to recommend you and use you in the future.

Added value

By introducing customers' ideas, add value to you and your business. For example, you might offer these suggestions to website customers: "Have you ever thought about adding revenue streams to your website using Google Adsense?

New sales promotion, marketing strategies, low-cost pipelines to promote business, anything valuable to help promote the business of customers will be appreciated. Show them how to create a social media plan for their business, or if they run a customer-centric service business, show them how to change your business model and watch your profits soar!

In this way, eventually, they began to ask me about some of the businesses I'm not currently involved in. This may lead to additional performance dollars and loyalty in your contracts.

The disadvantage is when your customers start spending a lot of time talking about new ideas. It's important to be careful. We must establish such a relationship, everyone respects each other's time.