improving the customer relationship is the key to increase the sale and goodwill of the company. the basic terms with included in this is customer loyality, customer retention, customer communication and customer satisfaction.

1. IMPROVINGCUSTOMERRELATIONSHIP

2. RURALORURBAN,OLD ORYOUNG, WHITEORBLACK,
MALLSOR KIRANASHOPS& SOON--- PEOPLEFROM
EVERYCORNERNEEDSEVERYTHINGWHICHISAVAILABLE
ATRETAILSTOREBUTWHATMATTERSISCUSTOMER
RELATIONSHIP.
WHOISTHECUSTOMER?
THERE IS ONLY ONE BOSS………………THE CUSTOMER..
HE CAN FIRE EVERYBODY IN THE COMPANY, FROM
THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS
MONEY SOMEWHERE ELSE…………….
SAM WALTON, FOUNDER OF WAL-MART

3. KEYTASKSREQUIREDTOPERFORMBYSALESPERSON
FORIMPROVINGTHECUSTOMERRELATIONSHIP:-
• Tracking customer preferences
• Tracking customer demographics
• Stay in contact with the existing customer
• Sales forecasting
• Proper knowledge about the products
• Provide good customer service and support
• Customer segmentation
• Risk management

4. STEPSTO IMPROVE CUSTOMER RELATIONSHIP
CUSTOMER LOYALTY
CUSTOMER
RETENTION
CUSTOMER
COMMUNICATION
CUSTOMER
SATISFACTION

5. CAN OFFERING PRICE DISCOUNTS ACHIEVE
CUSTOMER LOYALTY ?
No!
Retail strategies like these can be copied by
competitors
These strategies encourage customers to be
always looking for the best deal rather than
developing a relationship with a retailer

6. HOWTO SUSTAIN THE CUSTOMER LOYALITY ?
Committed to purchasing the goods and services from a
retailer
Resist efforts of competitors to attract the loyal customer
Emotional attachment to retailer
 Personal attention
 Memorable positive experiences
 Brand building communications programs

7. CUSTOMER RETENTION& CUSTOMER COMMUNICATION
C U S T O M E R
R E T E N T I O N
• PROVIDE MORE
ATTENTION
• GET CONNECTED
• OFFERS &
DISCOUNTS
C U S T O M E R
C O M M U N I C AT I O N
• FORM OF SMS
OR EMAIL
• ORGANIZING
SPECIAL EVENTS
• THANK YOU &
FESTIVE CARDS

8. CUSTOMER SATISFACTIONTHROUGHSERVICE…..
• PROBLEM IDENTIFICATION
• MANAGING CUSTOMERS
• EFFECTIVE COMMUNICATION
• ANALYZING CUSTOMER PERCEPTIONS
• MANAGING SERVICE BEHAVIOURS
• DEALING WITH LONG TERM CONSEQUENCES
• GENERATING AN ACTION PLAN
• NEGOTIATING SOLUTIONS

9. ADVANTAGES OF IMPROVING THE CUSTOMER
RELATIONSHIP
• While company is quickly growing, customers are more
satisfied as well Service provided in a better way, and a
quicker way.
• Sales force automated
• Integrated customer information
• Certain processes eliminated
• Operation cost cut, and time efficient
• Brand names more quickly established
• A central database so that everyone in your company can
keep track of customer contacts
• Sales and marketing teams can benefit from having all this
inside knowledge about customers.
• Better communication channels
• New selling opportunities

10. EXAMPLEOF RETAILAREASWHOFOCUSON
IMPROVINGTHECUSTOMERRELATIONSHIP

11. THANKS