Shulou(Shulou.com)06/02 Report--

Have you ever counted how many customers have reached a deal in the first communication? think back and think about whether it is rare. According to a large number of sales practices, only about 5% of customers reach a deal on the first communication, while the remaining 95% are done through follow-up communication. It can be seen that following up customers plays an important role in promoting our business.

The market is limited, the customer is also limited, how to better grasp the follow-up target customers in the limited customer group so as to finally promote the order? How to effectively deal with the specific situation of different customers in the follow-up process? How to achieve effective customer follow-up? Effective customer follow-up has become a very important topic. Zhiyun Tong CRM system to explore how to carry out effective customer follow-up.

First, how to follow up with different customers?

To follow up customers is not just to follow them, but to prescribe the right medicine to treat diseases effectively. follow-up customers also need to consider the specific conditions of different customers and adopt different follow-up methods for customers in different situations. Zhiyun Tong CRM system divides customers into the following common categories: quoted customers, sent sample customers, potential customers, transaction customers, customers with unknown attitudes.

1. Quoted customer

After quoting the price to the customer, remember to ask the customer in a few days if you have not received the quotation, remind the customer if not, and send the quotation again if necessary. If the customer has received it, he needs to know more about his thoughts on the quotation. If the customer is interested and needs, but has different opinions on the quotation, it is best to collect the price of other products or services of the same kind during the follow-up and explain to the customer the cost basis and advantages of the quoted price.

two。 Customers who have sent samples

For this kind of customers, we should not follow up too frequently, and we should not blindly ask each other for their opinions on the samples, otherwise they will easily cause resentment. In the initial follow-up, you can first ask the customer if they have received the sample and if there is anything you can do to help. If the customer has not replied, you can ask every few days, if the price is updated, you can also explain to the customer when following the order to attract the attention of the other party.

3. Potential customer

Potential customers are the customers we often miss when following orders. When following orders, we must pay attention to be patient with such customers. Business is often promoted by unremitting persistence and efforts. When some customers reply with the order, they reveal a strong refusal, clearly express their no feeling about our products or services, or have already purchased other products or services of the same kind. At this time, we must not just give up. Even if it is not successful this time, there will be countless opportunities in the future, so we should keep in touch, but do not follow too closely, properly send greetings and contact feelings during the holidays. Then when customers have a need, they will think of you as soon as possible.

4. Transaction customer

For customers who have already made a deal, we must not "break the bridge" and never talk to each other anymore. in fact, if we pay attention to the follow-up, even the customers who have closed the deal may become "repeat customers" again. Even spontaneously recommend more new customers for you. Therefore, we need to timely maintain follow-up communication with such customers, according to the understanding of customer needs, targeted to recommend new products or services to customers.

5. Customers with unknown attitudes

This kind of customers do not know enough about your products or services, so they show an attitude of buying or not, which makes us unable to figure out the ultimate intention of the customers. When following up, we further explain our products or services in concise language according to the feedback of our customers, and let them know the core advantages and let them know the benefits of buying our products or services. and make up your mind to buy it.

Second, what is the key to doing a good customer follow-up?

In fact, there are thousands of methods and skills for customer follow-up, and financial follow-up methods are different for different customers and different actual situations, but they remain the same. Zhiyuntong CRM concludes that as long as you grasp the following three key points, you can do a good job in customer follow-up and improve the transaction conversion rate.

1. Seize the opportunity to follow up

When we follow the order, we should pay attention to the time and frequency. If we receive the customer's inquiry, we should reply to the customer as soon as possible, quote to the customer, and don't keep the customer waiting. If the customer does not reply, still remember to send the latest price situation and its change period to the customer at regular intervals.

We can use the online CRM system to manage customer inquiries. The CRM customer relationship management system with customer inquiries will automatically remind the corresponding business personnel, who will reply as soon as they receive the inquiry information, and the company can also supervise the timeliness of the business staff's responses. For follow-up, we can also make different return visit plans according to different customers, and have follow-up reminders to avoid too many customers. Omissions that lead to customer follow-up.

two。 Follow-up content should attract customers

Whether the customer replied in time or not is to some extent related to the content of the message we sent. If we do not pay attention to the accuracy, completeness and conciseness of the content when we follow up, the customer will not be willing to communicate with us further. In the follow-up communication, we should pay attention to the focus and ultimate goal, do not boast, do not be aimless, but to communicate with customers around this focus and purpose, skillfully ask questions, and further understand customer needs and questions.

Through the CRM customer relationship management system, we can develop different follow-up strategies, follow-up content, different customers provide different strategies to improve customer conversion rate.

3. Treat customers attentively and make them trust us.

We must have an in-depth understanding of our products or services, and make full efforts in the market and market, so that in the process of communicating with customers, we will not be stopped by customers and affect their sense of trust in us. In the follow-up, we can regularly introduce products or services, industry trends, market conditions and other recent situation to customers, so that customers can trust us because of our professionalism and thoughtfulness.

More importantly, we must establish customer files when dealing with customers, such as using CRM customer relationship management system to record customers' basic information and preferences, this in-depth understanding of customers is often more targeted in the follow-up order. Record customers' needs or problems in the CRM customer relationship management system, and we help them solve them within a specified period of time. In the long run, customers will naturally feel our intentions, which is not far from the return.

Following up with customers has always been a conscientious technical work, and the ultimate goal is to make customers trust us and be willing to reach a final deal with us through intimate service. In fact, we can successfully win the favor of customers through the best customer follow-up of CRM customer relationship management system.

(source: Zhiyun Tong CRM)

Keywords Zhiyuntong CRM CRM system customer management online CRM customer relationship management

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