**Recommended read for any business which intend to increase its customer retention rate**
Organisations beware! Selecting the wrong customer management team may lead to a loss of goodwill that you have painstakingly built up over the years. A well-designed client relationship management programme on the other hand, can help you improve your customers’ lifetime value and ultimately launch your organisation’s global success.
Gone are the days where organisations rely solely on their own in-house employees for customer servicing. In this era of advancing technologies, consumer power has grown tremendously in their ability to wield the power of information sharing through the Social Media. With Social Media, brand advocates spread the word like wildfire and so do disgruntled consumers. Hence, it is undeniable that customer management is now becoming ever more crucial with increasing consumer influence.
Recent statistics* showed that poor customer experiences result in an estimated $83 billion loss by US enterprises each year because of defections and abandoned purchases. What’s more staggering is that 89% of customers will take their business elsewhere following poor customer experience. Therefore, it is much more imperative that the customer management portfolio be handled professionally. Industry heavyweights such as Apple & Amazon are two prime examples of successful corporations that spent millions annually in enhancing their customer services and it comes as no surprise that they are the leaders in the customer servicing.
So, how do one chooses the right client relationship management team? Here are some key points to assist you in narrowing down the selection process.
Tip #1 : Professionalism and trustworthiness
Must-have attributes as they are acting as your ambassador and would be representing you, your organisation and your brand.
Tip #2 : Value added services
Look for those companies that offer value added services. The availability of such service can indicate their level of service commitment by going the extra mile and you can be reassured that they would extend a good service to your business associates as well.
Tip #3 : Utilising of relationship / insight focused strategy
Look for those companies that emphasise on building and strengthening business links via mutual trust and relationship / insight strategies. Studies showed that most people tend to buy products or services from those that they trust and are much less sensitive to price fluctuations.
Tip #4 : Sensitivity to markets and trends
Professional customer management teams who are sensitive to customer needs’ are highly likely to be able to recognize business opportunities and recommend them to you.
*extracted from Parature Customer Service blog