maintaining and improving crm with derek hendrikz
DESCRIPTION
Maintaining and improving customer relationship managers with Derek Hendrikz explores the CRM life cycle as well as general customer service and care techniques, skills, problems and KPI's. www.derekhendrikz.comTRANSCRIPT
Maintaining and
Improving
Customer
Relationships
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Reach
Acquire
ConvertRetain
LoyaltyCustomer
LifeCycle
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Reach: Getting their attention
Acquisition: Show them what you have to offer
Conversion: Turn them into paying customers
Retention &
Loyalty: Keeping customers loyal
In Layman's Terms, the Customer Life Cycle means…
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Acquisition vs. Retention:
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You’d be surprised
at the detailed response
you’ll receive,
sometimes saving you the trouble
of spending extra
on expensive market research.
Just Ask Them!
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Loyalty programs ensures customer retention.
Starbucks ties customer service in with a loyalty
program that keeps its customers coming back for
more.
A variation of a loyalty programs can be used such as
offering specialty discounts for customers in your
database sent via email.
Up Your Service With a Loyalty Program
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Not every business owner believes that “the
customer is always right,”
or that the “the customer is king”
and they’re quite right to believe so…
Service With A Smile
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But, in situations where customers are
distraught and tend to seek attention through
emotional outbursts, it pays to keep calm and
take control of the situation by appeasing the
customer with a smile and doing everything
possible to pander to the customer’s
frustrations.
Service With A Smile
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o Customers love buying, but hate to be sold to
o Be a solution provider
o Care about their needs
o Lend a listening ear
o Let them know that you’re not after their wallets
o Collaborating with them to help get what they
want in a way that will benefit them
Be A Solution Provider
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Providing value to means giving first and
receiving then
Giving first could be as easy as offering a free
email newsletter filled with juicy tips that other
companies would have charged a premium for
It’s a great way of differentiating yourself from
your competitors and at the same time,
providing great value for free to your customers
Be A Value Provider
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KPI for Customer Retention:
Priority on customer retention
Measured customer retention
Responsibility for customer service
Incentives for customer retention data
Communicate customer retention rates to all
appropriate people
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Lack of "outside the box" thinking
Fear of change
Turf battles
Conflict with team member day jobs
Lack of management / executive
commitment
Problems with failure in good customer service
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Derek Hendrikz
www.derekhendrikz.com