Consider the expertise of your sales reps. Look for new ways to address the customer business issues and concerns.Īsk how you can provide additional value and benefits that will help the customer to succeed. You'll be surprised on how a face-to-face meeting will strengthen the business relationship.Ĥ. This is also a great opportunity to re-connect and cover your USP-unique selling proposition. Make sure the customer is aware of your value.ĭon't assume the customer understands the extent to which your company and YOU are meeting or surpassing their requirements with every interaction and order.Īrrange a meeting with customer executives to provide an update.
How have Net Promoter scores changed? Are customer more favorable in recommending you to other businesses?ģ. A good CRM will have have integration of the survey results, linked to the responding contact. Get feedback from a customer satisfaction survey. Are there re-occurring areas that need to be addressed? What other sources of value can you provide? Review the service ticket issues and resolutions from your CRM System. Make sure you are performing at the highest level to meet or exceed their expectations. The client had a high revenue and a retained customer.Ģ. Their customers were happier because they saved money and acquisition time. Can you offer innovative options or substitutes?Īre they buying related products elsewhere that you could also provide? I had one steel bar manufacturing client also move into other steel related construction materials. How can you make this process simpler for them? What steps can be eliminated or time saved. If it is a commodity, consider how they buy it, use it, and re-order it.
Look at how customers use your product or service. There are five ways to protect your customer base:ġ. Have a thorough understanding of why they are buying what you are offering. Invest in and take a serious look at the loyalty of your current customers. It makes sense to keep your existing customers close and invest in expanding business with companies that are already buying from you. In the face of retrenchment, it is increasingly costly and time-consuming to develop new business.
You need to protect your customer business in tough times.
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