Important Customer Relationship Management Tips for Business
Introduction to Relationship Management ď ˝
Relationship management can be between a business and its customers (customer relationship management) or between a business and other businesses (business relationship management). Relationship management is a focus of the financial and investing industries as a way to identify potential cross-sales of products and services.
Importance of Relationship Management ď ˝
Relationship management involves any process or strategy used to build support or loyalty towards the business or its particular products. Generally, relationship management is performed at the customer level and at the business level to achieve different goals.
Business Relationship Management ď ˝
Maintaining a positive relationship with vendors, suppliers, distributors and other business associates can also benefit from relationship management. This can include dispute management and ensuring that all contractual agreements are meeting the other party's expectations.
Tips of Customer Relationship Management
Start with your Team Be Where your Customers are Be Quick (and Personal!) Use Social Media to identify Needs and Gather Feedback Never Delete Negative Comments! Monitor Key Interactions and Key Influencers to Build Long-Term Relationships
Start with your Team ď ˝
If you want to provide excellent social CRM services, you need to have the best team out there. That is why you need to invest time and resources into recruiting the greatest people for the job. Your ideal candidates need to show empathy, be patient, positive, have clear communication skills, acting skills, the ability to really listen coupled with many other customer service skills.
Be Where your Customers are ď ˝
Consider using a social media monitoring tool that has a ticket inbox which aggregates all community activity in one place and across all your social media channels. By setting email notifications for new comments/ replies/ complaints, you make sure that urgent matters receive immediate attention and there are no displeased customers.
Use Social Media to Identify Needs and Gather Feedback ď ˝
Customers are the ones who indirectly and constantly contribute to perfecting your products and services. They literally have the power of making you number one. How? Through feedback. The only important thing here is that you want to listen. We all see our company as our baby and that oftentimes prevents us from grasping the bigger picture and acknowledge that there are flaws and there’s always room for improvement.
Be Quick (and Personal!) ď ˝
Consider using a social media monitoring tool that has a ticket inbox which aggregates all community activity in one place and across all your social media channels. By setting email notifications for new comments/ replies/ complaints, you make sure that urgent matters receive immediate attention and there are no displeased customers.
Never Delete Negative Comments! ď ˝
Companies need to investigate the subtleties of an event and quickly resolve any occurring issue. Moreover, they have to go beyond the expectancies of an angry customer and even try to turn them into a happy one. Those companies that are forthcoming and honest about their wishes of solving an issue are just better.
Monitor Key Interactions to Build Long-Term Relationships ď ˝
Monitoring key interactions as well as key influencers is an important step towards better knowing your customers and building long-term relationships. It will help you get to know your clients, their social identities and, ultimately, their behavioral patterns (what they like, what they hate and, most importantly, what they need), so that you can provide the best answers and create a unique relationship with every client.
Who I Am? ď ˝
Sherif Hunein is a Business Professional who provides the important tips of relationship management through which you can manage your customers and get more benefits.