| Topic : Exploring CRM Strategies |
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Pleasing the Indian Consumer
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Activity:
124 views;
last activity : 07 06 2010 20:18:09 +0000
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Understand the customer context
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customer defection rate data and satisfaction research
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Define first who is a customer
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Customer Experience Management
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Boss is a Visionary
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Delivering value for money
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Having a focused Customer Portfolio Strategy
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Developing and nurturing a customer centric culture
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Treating all customers the same means you will deliver an average experience that doesn't really hit the sweet spot of any customer. Understand the individual customer context enables you to adapt your offering and deliver the appropriate experience. |
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Absolutely right, each customer is different and their attitude towards the product. Understanding their core requirement and providing customised product especially in the Service industry.. providing altered, tailor made services to the client makes them happy and helps to retain the client in long run. Support idea
I agree to you, all customers are different and they behave in different manner to a particular situation. One has to learn the art of treating this customers in different way as per their context, only then they can deliver excellent and satisfactory service to their customer.
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I could say that companies must work out a customer centric plan by using customer defection rate data and customer satisfaction research. They must adopt a customer’s perspective and work on developing a comprehensive planning write-up and specific business objectives. The strategies should be such that they provide benefits to both the company and customers....
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I believe that customer centric products and strategies add to the sales numbers because customers like to buy the products in which they have made some contribution. That's why the very word customization holds lot of importance.
Yes kumar you are right they should lead to shorter cycle times, greater customer involvement in custom made product or service development and reduce operation costs by redesigning workflow that eliminates work which does not add value to customers. The strategies must be based on what the customers have asked for and devised as per their needs.They have to be a result of interaction and information-based communication with customers instead of being a promotional exercise.
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You must first define who is the customer. Who would you like your strategies to work for? Who should be dropped? Which ones will get retained, and which ones are transactional. |
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Absolutely! Unless you do not get a fix on WHO your users are, you cannot be sold and used! You have to focus on the TG and then strategise your positioning!
Good point Shaillender and conduciting portfolio analysis of existing customers will help you focus attention on the most promising ones for your business success.
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You know todays trend is customer experience management. This all about analyzing the interaction that a company has with the customer throughout
the service engagement. There is a conscious follow-up effort on measuring,
understanding and improving value to the customer.
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what are the goals regarding a customer ? Retention , profitability , new and increased business with him and referrals through him. Have I left out anything ? You employ any strategy or path or process, if that leads to the above, I think we have a good customer experience management in place. Isn't it ?
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I think we need strategy training from top management leaders themselves, they must take customer calls and lead by example, they have to take action themselves. For an organization to be successful, it is necessary that the boss is a visionary. He should take care of resources so that things get done. It must be his priority to invest in resources, solve problems and be involved. This will make him seen as an active and visible leader who brings forth transformation in the organization. Employee training, counselling and helping in dealing with new jobs and responsibilities are necessary to make people understand their roles.
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I agree - take Richard Branson, Steve Jobs as obvious examples.
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This might seem obvious, but knowing what constitutes value in the individual customer's eyes is a building block for success, assuming you can deliver it. Identifying how to deliver superior value (vs. competitor alternatives or substitutes) drives competitive advantage.
A critical part of CRM strategy then must be to segment customers based on their specific contextual needs, wants and behaviours, and then working out how to deliver that at a profit. not such an easy task. |
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Understanding the individual potential lifetime value and profitability of your current customer portfolio, understanding the underlying causes of profitability or unprofitability and being selective about which customers you want to attract, retain and develop, is an essential pre-requisite for success. Unfocussed efforts can damage the health of the business, however brilliant the customer experience. |
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If you don't know where you are going, any road will get you there!|
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Computer systems are inanimate tools - you can spend millions on technology and still destroy customer value. Rigid command and control and product centric cultures do this all the time. Take PC World. I took my broken down computer to get it fixed. i was told that it would cost £300 whatever the problem. After promises of engineer visits to fix, I rang and was told that the problem was too expensive and the sales department had decided to return my money - that was over a month later and despite frequent promises and cooing sounds from the call centre. I then rang Sony who said it would need to be sent to France to get fixed. The next day they took it away, 2 days later they told me it would cost £100 to fix did i want to go ahead? A week later it was back and in fune fettle. Both companies have technology coming out of their ears, but one demonstrated concern for the customer. |
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I feel HR PRO is also a good option. It is a comprehensive Human Resource Management System Software that brings greater organization and effectiveness to the full range of Human Resource functions and responsibilities. HR PRO also provides for easy,... |