Customer Relations Management (CRM)

Customer Relation Management is key to sales. Even on web sites, let alone in the store, the studies tell that the ones who make the most sales and repeat sales are the ones that allow the customer to talk to a live human that is useful and friendly.

The point is- the higher the quality of customer relations, the higher is the sale quantity and even repeat business!

The marketing manual (“Profit Controlled Marketing”) has dozens of suggestions with examples, but, communicating with your customers can be easily implemented by the average small business 4 ways.

1) E-mail Program - There are many ways to collect e-mail addresses. Put them on invoices; have a free weekly drawing; capture them on a web site, etc. Go to a proven program at www.more-new-customers.com if you are a retailer.

2) “Marketing Research Questionnaire” - This should be marched out about once every quarter to measure a real view of what your customers feel about your products and services and the way you deliver them.

Since 93% of unhappy customers do not tell you, they just don’t return, and, since US businesses lose 10% of their customer base every year, it is significant to know what holes need plugging. Take very seriously any customer complaints because they are usually the tip of the iceberg.

3) Happy Calls - I have worked for and consulted with companies who make the time to call every customer the very next day to make sure everything is ok. These companies always grow steadily. If it’s practical, that’s how you impress happy customers and salvage unhappy ones. Don’t forget to ask “Is there any way we could have done a better job for you or made you happy?”

4) Conference Calls - You can set up weekly or monthly conference calls with your customer base (or, invite potential new customers to listen in on a dedicated call) by e-mailing them the time and call number. You can answer questions, give useful advise or introduce new products and services. This costs only $75/month, unlimited use of hours. Call Eagle Teleconferencing at 800-961-0003

Marketing Table of Contents