Uploaded bymanish kumar singh
Customer relationship mangement
The document discusses the importance of relationship management for businesses. It defines relationship management as creating partnerships with customers rather than just transactional relationships. This leads to increased repeat sales and loyalty. Relationship management is crucial as many companies receive poor customer experience ratings. The document provides tips for both external relationship management with customers and internal relationship management with coworkers, as well as principles and steps for managing positive and negative relationships.
Customer relationship mangement
- 1. Customer Relationship Management An introduction tothe importance of Relationships in Key Account/Solution Sales
- 2. What is RelationshipManagement? A practice aiming to create a partnership between the organization and its customer rather than render the relationship merely transactional. Customers are more likely to buy what you have to offer. Makes you develop repeat-sales in your accounts
- 3. Relationship Management is Crucial Only 37% of companies received good or excellent customer experience scores in 2012 64% of companies got an “OK”, “poor” or “very poor” rating 89% of consumers switched to a competitor after a negative experience
- 4. External Relationship Management ExternalRelationship Management Customers are busy They talk. Be ready to listen They don’t always believe you. Stay true. They do their own research/Don’t lie What they do matters They will talk about you. Let them be your best source.
- 5. Internal Relationship Management InternalRelationship Management Co-workers are busy They know their jobs They talk, be ready to learn They don’t always believe you. Prove it. They actually know the score. Be honest. What you do matters. Own it. They will talk about you. Be your best source.
- 6. Positive Relationship Management Principles Treat your customers right – genuinely interact Continuously learn from customers Always listen: Allows you to Handle different customers appropriately Anticipate customers needs Treat customers as partners to increase your value
- 7. Positive Relationship Management Principles Increase trust by being open about change, good or bad Be transparent and honest Follow through on commitments Remember the customer is always right Say thank you. Kindness overcomes errors
- 8. Steps to Managing Relationships Identify the problem Listen Empathize Repeat/clarify Identify and Offer solution Get agreement on the solution Monitor Results Keep commitment if you’re part of solution If not, check on them after the fact
- 9. Principals for Managing NegativeRelationships Allow the customer to “get it all out” Interrupting says I don’t care Beware of non-verbal and body language “messages” Choose positive wording/tone wherever possible Here’s how we can help I’d be happy to assist When needed, clarify as a way to interrupt “Let me see if I understand” “Wow. That must have been…”
- 10. Principals for Managing NegativeRelationships Practice seeing the other perspective. “I understand what you’re saying.” “I know you feel” Never over-react or make it personal It’s all that’s remembered, even if you fix the problem The “WIN” is in resolution, not in being right Win the point, lose the customer
- 11. Steps to ResolvingNegative Situations Identify the problem Listen Empathize Repeat/clarify Identify and Offer solution Get agreement on the solution Monitor Results Keep commitment if you’re part of solution If not, check on them after the fact
- 12. Review of Relationship Management It’s a process It’s the basis for good customer engagement Businesses suffer when they get this wrong Key to banking relationships Key to your personal success Positive and negative relationship management are very similar It separates you from the masses