If you are in a customer facing role, be it sales, procurement, marketing or any such role for that matter, you ought to be good at engaging with them. And some people have an inherent ability to keep customers warm … Continue reading 3 unseen tips to improve your customer engagement skills
How many times have you been able to figure out the exact reason for losing an existing business? Rarely right? There are no tools out there that can help you do this. Well, if you are an online business, you can use SEO tools like SEMRush, Similar web, Google search console etc to analyse your traffic to derive reasons for customer churn. But that wouldn’t give you the expected results In this article, I would like to discuss an approach you can use to understand the business scenario and determine why your customer left. Reasons for customer churn There are usually three major … Continue reading How to find out the reason for customer churn?
The dos and don’t of customer interaction depend on a lot of factors such as type of customer, type of setting (formal or informal), purpose of interaction etc. However, here I will list down a few common dos and don’ts in a customer interaction that would typically be applicable to any scenario.These will help you establish a healthy relationship with your customers. This is very short article for a quick read. I usually write articles which are atleast 500 words long. But the intention of this article is to help those who are looking for a few quick tips on … Continue reading What are the dos and don’ts of customer interaction
Many of you might be wondering why the word customer experience management (CXM) is making a buzz across all the industries. I was quite unclear about this whole thing till I myself got into a customer facing role. I learnt from my experience that, for many customers, more than the business value you bring to their organization, the comfort level of working with you matters more. Before I talk about the 5 ways, let me take a few moments to explain – based on facts and statistics – why customer experience is essential to the survival of a business. According to … Continue reading 5 proven ways to improve customer experience
Customers are as diverse as the number of plant species on earth and customer relationship management is a topic of discussion in every organization. So before even discussing how to improve customer relationship, let me put a disclaimer that every … Continue reading 10 ways to improve your customer relationship in 2019
Customer Relationship Management (CRM) has been methodically studied by academicians and industrialists for decades. The services industry has thrived on leveraging positive outcomes of maintaining a good customer relationship. But there is no single approach to engage with all types of customers. Every customer is different in his/her own way. And needs to be meticulously dealt with depending on the industry, geography, cultural aspects, professional experience etc. Understanding the type of customer is quintessential to improving customer retention. In this article I intend to cover different types of customers and how to effectively manage them. Customers by designation C level: … Continue reading The curious case of Customer Relationship Management (how to manage different customers)