Shahzad Qureshi (August 3, 2016)
Customer relationship management is one of the most important aspects of effective customer service. Although the role of client relationship has drastically changed over the past few years due to the popularity of communication channels such as social networks but building personal relationships with clients is still important in order to create more value for them. Companies can develop and maintain strong relationships with clients through the following:
Companies should invest in developing their human resource, particularly sales and service staff. It should be ensured that people with the right skill set and qualifications are hired to interact with clients. Moreover, customer service training and workshops could be organized to further enhance the skills of the current workforce.
In order to develop lasting customer relationships, it is important to offer value-added services such as after-sales support, advice and fulfilling the unique needs of individual groups of clients. Additionally, it must be ensured that the service standards are maintained and clients don’t have to face any form of inconvenience during the shopping experience.
Companies that spend time and energy on building and maintaining strong relationships with their clients often experience rising customer satisfaction levels, which is mainly because clients feel more comfortable when they know the CSRs on a personal level, from whom they can seek advice and recommendations.
Staying in touch with clients and interacting with them on a regular basis, helps a business gain insight into their expectations. In order to stay competitive, it is important for any business to know its clients and anticipate their future needs. This can done by building strong, reliable communication channels, which will allow the flow of information from consumers to the company in a seamless fashion. Information can be a powerful tool for most companies, since it is the foundation upon which companies can innovate, experiment and market new products and services.
Customers are more likely to recommend a particular product or service to their friends or family if they receive high quality service experience. Word-of-mouth promotion has proven to be an effective avenue to create hype and promote a trend among customers. It has an added benefit of being highly cost-effective since the company doesn’t have to spend directly on marketing and promotion.
Effective client relationship management enables a brand to induce customer loyalty, which in turn translates into repeat sales for the company. The greater volume of sales also means higher revenues and profits for the brand in addition to growth. Customer loyalty also provides the opportunity for companies to effectively cross-sell since loyal clients already trust the quality of products and services, they wouldn’t hesitate to try other products and services that are being offered by that particular brand.
Strong relationships with clients can play a significant role in terms of collecting insightful, reliable and timely feedback from them. Clients are more likely to be honest about their feedback if relationship between the company and them is based on mutual trust and understanding. The feedback can be invaluable, since it has the potential to aid the next innovation for the company. Feedback is also important to ensure the level of service quality in line with the competition and consumer expectations. Any flaws, shortcomings or discrepancies in the service delivery or the products can be instantaneously recognized through feedback, along with possible suggestions as corrective measures. Consequently, honest feedback can create a cycle of continuous improvement that not only adds value to the brand but also helps the company achieve the pinnacle of customer service excellence.
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