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Customer relations and CRM (Customer Relationship Management) is one of the priorities of the commercial policy of all companies to build customer loyalty and win new ones.
4 key points for successful customer relationship management
The goal of a good customer relationship is to bring differentiating added value. This is to establish personalized communication with them to build loyalty and generate more sales. Here are 4 essential points to establish a good customer relationship.
Putting lead scoring into practice
Lead scoring is a good way to know how interested your customers are in your offers and how advanced they are on the buying journey. This involves automatically assigning a score to each prospect and lead based on their behavior on your site and their interactions with your marketing campaigns.
Make the digital relationship more human and personal
It is essential for companies to humanize the digital relationship by multiplying the contact media. Even if customers are hyper-connected, they still feel a need for proximity.
Feel free to use the online chat which allows customers to ask a question live. It is the same for the click-to-community which connects the customer with the community of passionate consumers who share their experiences and opinions. Finally, be present on social networks to respond to direct complaints and master e-reputation.
Personalize customer relations
Go from mass communication to individualized and calibrated communication for each customer thanks to marketing automation.
If possible, try to personalize the communication with each client. For example, adding your customers’ first names to your emails will increase your conversion rates.
The multichannel approach
The multichannel approach is a system that allows you to access your customers through many channels. You can therefore contact your customers to advertise a particular product. This approach is done through SMS, emails, postal mail, websites etc. or even through more disruptive channels in your communication strategy.