Drug testing

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business.

Ideally, you need a profile for each of your customers. Most customers will gladly give you the information you need especially if there is a small incentive. Offer them a coupon, a special discount, a gift certificate or even movie passes.

What do you need to include in the profile? Other than personal information, data you track can be as detailed or as simple as you can manage. The key point is to use a process or system. Here are some basic categories of things you want to know for sure:

Customer Value - How much do they spend with you in a month or a year?

Top 10 or 20 Percent - Who are the top 10 or 20 percent of your most valuable customers? These are your "gold" customers. Know who they are and treat them accordingly!

Why They Choose You - Why do they keep doing business with you? If you're not sure about what you're doing right, how will you know what to keep doing? Ask them!

Where They Came From - How did they find you? If you know where they came from you can go back for more customers just like them!

Who They Brought With Them - What new business have they brought you? Who have they referred you to? Referrals are like automatic deposits in your bank account. Find out who is making the deposits!

How You Thanked Them ? If you don't currently use a simple system to thank your customers, start now! Customers who feel appreciated are easier to retain, and better yet they will reciprocate with referrals.

Deal Breakers - This is the most overlooked bit of critical data. If you've lost customers or just haven't seen them in a while (and it happens to all of us), find out what's going on. Most customers will welcome the opportunity to tell you, especially if something went wrong. What you don't know can hurt you!

Now, compile the information, keep it up to date, review it regularly, and use it to manage your customer relationships. A simple spreadsheet, database may work just fine for a smaller business. The objective is to collect enough information and data that you can use to understand how they are important to your business. It's the same concept retailers and buying clubs use in issuing customer cards. They use the information to track customer value, buying habits, etc.

Too busy to spend your time collecting information about your customers? Think again!

If you're serious about competing in today's business climate, it's time to start strategically managing your customer relationships. After all, your relationships with your customers are your business.

About The Author

Lora Adrianse is passionate about working with highly motivated people who are ready to unleash their potential and maximize their personal and professional development. She is accomplished in developing employees at all levels, a seasoned business manager, and an expert in building solid business relationships in the workplace and with customers. She can be reached through her website www.connectionscoach.com; coach@connectionscoach.com.

limousine chicago service
In The News:

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

Provide Exceptional Value - Grow Your Business

The primary objective of a business is to get and... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Aint We Wonderful!

It may come as a surprise to you to discover... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

led parking lot light fixtures led garage light Pete's produce ..