A satisfied customer tends to be loyal customer. Organizations should learn how to manage the relationship between them and their customers. Customer relationship management is very important because it helps in retaining the existing customers. 5.3 RECOMMENDATIONS Every organization whether large or small, needs to employ customer relations in their business activities. After the study I came up with the following recommendations and they goes thus: 1.
1) Product Knowledge – a sales person must know the ins and outs of a product and how a customer will benefit from the products features. 2) Prospecting – this is about searching for new customers. It can be achieved by making a profile of existing customers to enable similar matches to be found. 3) Approaching New Customers – this step is where businesses gather data from step two and approach new customers via the means of email, telephone, face-to-face or internet advertising. This is the start of building a customer relationship.
Brown et al. (2002) suggest that customer orientation, an individual‐level construct, is the key to a service organization's ability to be market oriented. Customer orientation has been defined as the degree to which contact personnel “practice the modern marketing concept by trying to help their customers make purchase decisions that will satisfy customer needs” (Saxe and Weitz, 1982). “Creating a customer experience that becomes synonymous with your brand is increasingly recognized as a vital driver of corporate performance.” (Smith and Wheeler, 2002, P.2) According to Kotler’s theory in order to indulge objectives of an organisation, the firm should research the needs and wants of consumers and then indulge these needs and wants in a better
Prioritize Customer Experience Put more value on spending more time and getting to know your client base rather than how quickly a CSR employee is able to get through each call. Instill the importance of improving customer experience in your company culture and encourage your customer support team to practice such values when dealing with clients. 2. Personalize and Humanize Remember that each person is unique and will have different needs. Try to provide them with a more personalized experience each time they interact with your brand so they feel you value their uniqueness and don’t treat them just like any other customer.
How to achieve a single customer view: The answer to this question may differ based on the structure of the organisation, while the principles continue to remain the same and are as follow A. Agreeing to rules – This has to be the starting point, set and agree to the rules and processes upfront to ensure it remains same across the organisation B. Data cleansing and validation rules – Data cleansing is an important first step, standardising the data maximises the chances of finding a match C. De-duplication – Once the data is cleansed it easy to remove the duplicates based on a bespoke algorithm to produce required
Increasing goodwill: A more systematically developed Customer service policies will create a good reputation among customers. They will consider the product and the services of the firm is superior than other competitors. Customers will consider the firm as a consistent entity who provide superior goods and services consistently Customer needs analysis for the different types of customers Customers play a most crucial part in business. Actually they are the actual boss in the firm.it is more true for hotel and restaurant business. Whether a firm produce quality product is judged by customers and they are the actual sources of revenue for the firm.
They get to see what needs to be improved and are able to take back any concerns the customers might be having. This also helps employees to build self confidence and esteem. They will be more willing to share information with their co workers as well as the individuals over them; e.g. manages or supervisors. The employees believe that they control their own success through their hard work and ideas which in turn benefits the success of the entire organization.
For sales professionals to be a part of a customer 's process, they need to demonstrate how they can add value by acting as a partner and trusted advisor. Plan involved upskilling the sales person and mindset shift of thinking on behalf of the customer. Team with only customer service background found it difficult to take this change. Keeping the challenge in mind and stimulated timeline to meet the goal, crucial steps were taken. Sales methodology of IDEA being adapted – ‘Identify, Connect, Explore and Advise’, provided extensive training on sales techniques and introduced attractive sales
Firstly, PPPs enable the public sector to harness the expertise and efficiencies that the private sector can bring to the delivery of certain facilities and services traditionally procured and delivered by the public sector. Secondly, a PPP is structured so that the public sector body seeking to make a capital investment does not incur any borrowing. Rather, the PPP borrowing is incurred by the private sector vehicle implementing the project and therefore, from the public sector 's perspective, a PPP is an "off-balance sheet" method of financing the delivery of new or refurbished public sector