Steps for Customer Relationship Management (CRM)

The art of managing the organization’s relationship with the customers and prospective clients refer to customer relationship management.

Customer relationship management includes several schemes and techniques to maintain a healthy relationship with the organization’s existing as well as potential clients. Organizations must ensure clients are filled with their products and help in higher client retention.

Think of one satisfied customer who brings ten new customers with him, whereas one dissatisfied customer takes away ten customers along with him.

In simpler words, customer relationship management refers to the study of the demands and anticipations of the customers and providing them with the right answer.

Below are the key steps for Customer Relationship Management (CRM)

    It is imperative for the sales representatives to understand the needs, interest as well as the budget of the customers. Don’t suggest anything which would cut a hole in their pouches.

    It is a sin to make customers waiting. Sales professionals should make meetings on or before time. Make sure you are there at the venue before the customer arrives.

   A sales professional should think from the customer’s perspective. Don’t just consider your own objectives and incentives. Suggest only what is in good order for the client. Don’t sell an expensive mobile to a customer who earns five thousand Naira per month. He would never get back to you and your organization would lose one of its valued clients.

     Don’t overpromote. Being pushy does not work in sales. If a customer needs something; he would definitely purchase the same. Never irritate the customer or make his life hell. Don’t call him more than twice in a single day.

     An individual needs time to develop trust in you and your product. Give him time to think and speak freely.

    Never be nasty to customers. Treat the customers with patience and attention. One should never ever get hyper with the customers.

   Attend sales meeting with a cool head. Greet the customers with a smile and try to resolve their queries at the earliest.

    Keep in touch with the customers even after the deal. Devise customer loyalty programs for them to return to your organization. Give them bonus points or gifts on every second purchase.

    The sales manager must provide necessary training to the sales team to teach them how to interact with the clients. Think of customers are the assets of every business and it is important to keep them happy and satisfied with the successful functioning of the organization.