Customer Relationshipby

Sunil Singh Rana

What is Relationship?

1. The condition or fact of being related; connection or association.

2. Connection by blood or marriage; kinship.3. A particular type of connection existing between people

related to or having dealings with each other.4. A romantic involvement.

Relationship Areas

FAMILY

FRIENDSCUSTOMER / ASSOCIATES

"Only those who become attached to their customers, figuratively and literally will survive“ - Tom Peters (Thriving on Chaos)

Customer Relationship Management – Why?

• Acquire New Customers

• Customer Retention

• Increase Sales Volumes

• Increase Margins

• Enhance Customer Satisfaction

• Decrease Marketing Administrative Costs

Basics of Customer Relationship1. Listen well. Let your customers talk so you can learn their needs and

determine how your products or services can help them.

3. Learn as much as you can about your prospects’ industry. You may come up with ideas to help them that they haven’t thought of before.

5. Make yourself a part of their team. Demonstrate that you are there to help them increase their bottom line.

7. Emphasize the benefit of your products or services. Show how you can help customers cut costs, increase profits, or beat the competition.

9. Follow up. Keep customers coming back by making sure your products or services work well for them. If not, show concern and fix things cheerfully

Grow from Relationship to PARTNERING

7 - Keys to Develop Customer Relationship*

1. Love what you sell, the company you work for and the customers you serve.

2. Be empathetic and compassionate.

3. Add Value and give first

4. Express your true intent

5. Don't go for the big decision all at once.

6. Use friendly, warm words.

7. Ask the right questions.

Only Positive Customer Experience can lead to good RELATIONSHIP

Source: Colleen Francis, President/Founder of Engage Selling Solutions

Relationship Building Blocks

1. Commitment

2. Freedom to be me (Give time to client to think)

3. Respect

4. Support

5. Trust

6. Healthy Conflict Resolution

Enduring Relationship

1. Don’t loose touch with clients

2. Customer feedback is important but the way you interpret those results is more critical.

3. Problem Resolution Mechanism

4. Have a Coach in organization

5. You can't please everyone, so please those whom you can (Be neutral to the client’s internal affairs)

6. Use Key events and dates related to your client

7. Under-promise and Over-Deliver

Thank You