Relationships with Customers

By: Janelle Barry, Kavon Hall, William Siembor, Frank Tufano

ObjectivesProvide information on how to develop positive relationships

with customersTo discuss the importance of maintaining positive customer

relationshipsTo explain the effects of positive customer relationshipsSteps to approaching customersKey strategies to enforceBad customer relationships

1.Positive relationships with customers is referred to by businesses as Customer Relationship Management or CRM

2.CRM is defined as…3.The importance of good CRM “The Customer is Always Right”

Relationships w/Customers

1.Researching the client2.Identifying customer needs and wants

3.Maintaining communication4.Full disclosure5.Seeking customer feedback6.Avoid arguing7.Be honest

Developing Relationships w/Customers

Keys to Success1.Initial greeting2.Starting slow3.Treating with respect4.Listening 5.Staying positive

Approaching Customers

1. Increased comfortability between the customer and salesperson

2. Familiarity will make for smooth, quick and efficient transactions

3. Can lead to an increase in customer retention

4. Recommendations/referrals to other customers

5. Establishment of brand/customer loyalty6. Competitive advantage can be gained

What are the results of a positive customer relationship?

1.Amazon2.AT&T3.Apple4.Hilton5.American Express

Companies who excel at CRM

1. Increase involvement2. Segment customers while building them3. Speak their language 4. Build trust5. Meet expectations6. Frequent communication7. Be genuine in character & communication8. Get referrals through strategic partnerships &

alliances

What to Enforce

1. Design from the inside out2. Neglecting change in culture3. Focusing solely on acquisition4. Disregarding important decision-making

information updates5. Neglect customer database design6. Not integrating direct & indirect sales & service

channels

What to Avoid

http://www.youtube.com/watch?v=YSzOXtXm8p0

Bad Customer Relationship

1.Customer Service is as important as ever in the internet era

2.How this is hurting companies3.What can companies do?4.Marketing5.Great example of online customer service: Zappos

New Age Customer Service

1.Be Spongebob NOT Patrick2.Go the extra mile3.Don’t take anything personal

Perfecting the Customer Relationship

Building a Strong Relationship With Your Customers. (2012, April 6). Retrieved October 28, 2014.

Fleming, N. (2012, November 9). Ten ways to build rock solid relationships with customers. Retrieved

October 29, 2014.

McIntyre, D., Kent, A., Hess, A., & Frolich, T. (2014, July 19). The 2014 customer service Hall of Fame.

Retrieved October 30, 2014.

Peppers, D. (2014, January 3). Building Customer Relationships In Four Steps. Retrieved October 30,

2014.

Corelli C.(2010, September 2).The Right Way to Deal With Difficult Customer Situations. Retrieved

October 28, 2014.

References