The Guide to Customer Relationship Management

CUSTOMER RELATIONSHIP
MANAGEMENT
with Steve Benson
Badger Maps
www.badgermapping.com
the Guide to

CRM
The strategy used by companies
to create a continuous
engagement with customers to
promote customer retention.
Customer Relationship Management

WHY RELATIONSHIP
MANAGEMENT IS SO
IMPORTANT?

Gain valuable
feedback from your
customers.
1.

2.
FEEDBACK can:
Help you create a scalable nurture system.
& Help you determine which part of
your model needs help.

3.
Customers can refer you
to other potential
customers.

4.
A strong relationship
creates trust, which
naturally leads to a sale.

Instead of a single
transactional interaction,
the goal of relationship
management is to
create a long-term bond
between customer and
company, and by doing so
it ensures trust and
loyalty, which leads to as
solid sales relationship.
Creating a
Partnership

Selling the
Experience
… the stronger the customer feels like
they can make the sale
because they start to trust you
and your expertise.
The stronger the
relationship with your
consumer ...

Do YOU
have the
KEY sales rep
QUALITIES

empathy
Build trust with your
customer, and make sure to
act upon their needs.

patience
Understand that your
customer needs time
to close a sale, so
don't try to force it
on them.

leadership
Know what you're
saying so your client
will trust your
knowledge. Deliver
the value of your
product.

Your First Pitch
Engage with your client;
this helps you learn about
their needs and lets them
learn about your value.
It will seem like you aren’t
there to pitch your product,
but more so to help them
improve their business.

YOUR
PRESENTATION
SHOULD BE MORE OF A
CONVERSATION.

Keep in Touch
Like a friendship, let your customer know you
are willing to help them with whatever
they need. - Show you care
Stay connected with them!
Send them a birthday tweet, mail them a holiday card.
Let them know you still exist.

CLICK
FREE
Email Course
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& close more deals?

Follow Your Customer Relationship
Strategize an
approach for every
customer after the
check-in so you can
continue your
relationship.
Post-sales
check-ins on your
customers let you
analyze your
customer needs
and wants.
Create an account
for every customer
to keep organized,
and contact them
every so often.

Define Your
Customer
Life Cycle
Stages
At different stages of
their lifecycle, your
customer will have
different needs.
Make sure you know
where they are at so
you can always stay
on top of it and help
them.

Use lead generation to generate as any prospects as
possible.
1.
Be sure your prospect is relevant and will
have a need.
After you have
located your
prospect, keep them
in your accounts,
even if you haven't
met up with them
yet. www.badgermapping.com

Hook your clients in with your first pitch, and then show
them how you can benefit their company.
2.
Bring customers into
your influence
sphere so they can
learn more about
your product.

The first sale will get your foot
through the door. But more
importantly, get your client to see
continuous value in your product.
3.

Always keep your customers in your
accounts, and continue selling to them.
4.
Provide them upgrades when able to,
and try to cross-sell, as well.
If your customer keeps coming back,
your revenue stream will be faster.

Your customer is your best commercial.
Their referrals and testimonies are what will
convince others to buy your products.
5.
Keep a good relationship with them,
as they are your strongest connection
to other prospects.

Turns out,
COMMUNICATION IS IMPORTANT,
- For both your customer and your team
Communicate
to your sales
team about
your progress.
An improved
customer
relationship will
lead to a sale, so
maintain steady
relationships.
Ensure your
data goes
through all your
accounts to
make sure they
run through
smoothly.

UNDERSTAND
the UNIQUE
PATH your
CUSTOMER will
have TO GO
THROUGH
during their
LIFECYCLE.

BE AN INFLUENCE
The bond you build with your client is one that is
built on trust and reliance. the customer is relying on
you to pitch the best way to help them succeed.
Be genuine in your product.

NURTURING
To nurture a relationship, you have to maintain it.
Information has to be flowing through at almost all times,
whether it is a chance to upsell with a new upgrade or calling them
back to see if they need help.
customer relationships

Your last impression is just as important
as your first, it is what helps your client
want to stay in contact with you.
FOLLOW-UPS

CALL WITH REASON
Don’t just “check-in”.
It lacks reason and a
purpose for them.
Wastes both of your
time.
The reason for each
call is always focused
on helping the
customer. Make it
about them.
Tip:
Use their company
news to angle your
next call.

A productive FOLLOW-UP:
Summarize your meetings in your follow-up emails.
It will:
Make sure you both are on the same page.
Hold your customer accountable.
Show you listened carefully and are here to help.

Organize
Your
Contacts Make sure to pinpoint:
● Different needs
● Different types
● Different times in their
lifecycle.
Organize all your
clients so they are
easy to search for.

SAY
THANK
YOU
The value in a customer
relationship isn’t always
based on the first sale.
Post-sales interaction
is important. Be kind,
follow-up.

Here!
Curious how to increase customer loyalty?
Find out 10 ways
to NOT lose a customer
Click

The Guide to Customer Relationship Management

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