Page 22 - Publications by Alexander Ruscuklic

HOW DO YOU ATTRACT AND CONNECT WITH CUSTOMERS/CLIENTS?
✓ Develop a desirable CUSTOMER PROFILE (who do you want to a ract?).
✓ Strategically target your customers via your Marke ng and Sales Departments.
✓ Develop a MARKET PENETRATION strategy with the Management Team.
✓ Create a presence in the marketplace (visibility) via your BRAND and reputa on.
✓ U lize credible MEDIA – Internet adver sing and publica ons.
✓ O er outstanding quality PRODUCTS and highly reputable, consistent customer SERVICE. Customers appreciate it and it will give your group a leading advantage.
HOW DO YOU RETAIN AND MANAGE WITH CUSTOMERS/CLIENTS?
✓ Know your clients – ongoing one-to-one engagement and accentuated por olio management.
✓ FAMILIARIZE yourself with their requirements – conduct a needs analysis (survey
their exact needs and wants) and create or enhance services to meet those needs.
✓ Stay close to your customers with regular communica on and follow ups.
✓ INCENTIVIZE – Implement customer loyalty/incen ve programs. Value adding and rewarding make your organiza on more desirable to prospec ve and exis ng customers.
✓ Friendly and helpful customer service leads to enhanced customer sa sfac on – customer focus should supersede product or process focus.
✓ MUTUAL RESPECT is the key to successful and las ng rela onship. Courtesy counts.
✓ Company INTEGRITY builds TRUST within your workforce as well as with clients
(e.g. honour guarantees, deliver on me and on budget, be openly transparent and always keep your word).
HOW DO YOU ABSOLUTELY ACE THE MARKETPLACE?
✓ Customer rela onship management is pivotal to the success par cularly of small and medium-sized businesses, so it is important to measure success and EVALUATE the e ec veness of your CRM.
✓ Implement customer FEEDBACK ques onnaires and surveys – praise mo vates drive and sustained endeavour, it’s true, but construc ve cri cism should also always be welcomed
as it propels improvement and performance and realignment of smarter values and prac ces.