What is Customer Handling?It’s the most vital part of business cycle.It includes Understanding Customer Needs, Fulfilling their requirements, Regular interaction with clients, Execute best service.“ Less Promise, More Delivery….”
Customer Relationship Traditional Marketing Customer HandlingGoal: Expand customer base, Goal: Establish a profitable,increase market share by long-term, one-to-onemass marketing relationship with customers; understanding their needs, preferences, expectationsProduct oriented view Customer oriented viewMass marketing / mass Mass customization, one-to-oneproduction marketingStandardization of customer Customer-supplier relationshipneedsTransactional relationship Relational approach 3
Importance of Customer HandlingHelps in customer retention.Always be in the customer’s mind.Increase customer loyalty.Better price negotiation.Improves repeated business from the clients.
How to do Customer Handling The Magic Formula Deliver excellent basics + Build strong relationships + Create competitive differentiation = Excellent customer experiences = Achieve business goals
Relationships and desired behaviours Get inside the mind of the customer – use the data, CRM CEM + tools and processes available. Deliver insight. Drive desired behaviours – move the attention or discussion to where you want it to be Build strong relationships – make the customer feel good and look good. Become an ally not a supplier.