CRM afternoon tea (9)-old customer recovery

A few days ago, when I had a meeting with the customer, the customer made a remark, saying that they knew the loss of old customers was so bad that they could recover the old customers?

 

Well, it's a solution. The so-called solution must be a set of ideas, not just a few ideas. It must be a clean solution, but a solution should be presented and implemented, there is also a way for someone to have a tool to detect changes every month, and make statistical analysis reports every month. This is the solution.

 

This topic is small, but this solution is big.

 

You want,

1
How can we judge the loss of old customers? If the customer does not spend more than half a year, it will be lost? People may have no consumption demand. If people do not consume or participate in your activities, even if they are lost? Possible
There is no time or distance, or you are not interested in your activity or do not like to participate in the activity. Therefore, it is difficult to identify the loss evaluation indicators of an old customer. A scoring index system should be provided to support the evaluation indicators. This score
What is the index system? There is no correlation between each score indicator, and the key is not closely related. Do not create an indicator to gather the indicator.

 

2. If the evaluation index system is set, the old customers who have lost are also screened out. The first thing we need to do is which customers are worth saving. Because the company has been engaged for many years and has accumulated many customers, the customer is also
There were people in the stream. At that time, the scene was closed, and now there are differences. It has accumulated tens of thousands of customers, and may have 1000 lost customers who are no longer able to continue consumption and have no response. Create a lost customer
Generally, a maximum of five layers can be divided. When there is more, manual work is more difficult, and the classification is more difficult if there are fewer layers. What is the hierarchy? We are certainly divided by his future value. The previous consumption has
In the past, the excessive consumption in the past does not mean the excessive consumption in the future. It is necessary to distinguish between the amount of non-essential consumption and the amount of necessary consumption, it will not only take years, but also recent
365 days. Not only depends on the amount, but also the number of consumption times, but also the interval. The customer's value has such several aspects: the first is consumption, which is a real sales; the second is pushing.
Recommend a friend for purchase, which will also produce real sales performance. The third aspect is word-of-mouth publicity, and actively participate in topics on the forum, provide positive support when a merchant encounters a crisis of trust or operation
Hold; the fourth aspect is to actively participate in Q & A when other customers ask questions in the Forum; the fifth is to actively participate in marketing activities; and the sixth is to answer the questions carefully in the questionnaire; 7. Suggestions
To help sellers improve themselves. Therefore, looking at the value of a customer is comprehensive, and the current information system is still unable to buy, recommend, post, answer, and market
Event participation, survey feedback, and suggestions are all integrated, so it is an opportunity to provide evidence of Comprehensive Evaluation on data quantification and quality.

 

3. When making Step 3 strategies, we have to do some subdivision work. Such as the customer's age, gender, region, family marriage and children, occupation, purchase duration, use experience duration, and other favorite brands. Because
For people of different ages, genders, family conditions, and occupations, their focus and acceptance methods are different. So to save them, do you need to send an email, send an envelope, mail a magazine, send a text message, or send a kiss?
Do you need to contact me on QQ, MSN, or Gtalk? Do you need to visit the office, home, or come out for tea and chat? This is all exquisite. This is the contact information.
Select different. Customers of different importance levels should be given different contact methods, and different types of customers should also be given different contact methods. What are the customer's preferred contact methods? What is the preferred convenient contact time? And
We also need to distinguish between the first contact method, the second contact method, and the third contact method? When we contact you, we must know why the customer does not continue to consume. Why? But not
Naked question. What is the character of this customer, and how can we get the real answer without disturbing the customer?

 

4. Merchants can divide customers based on the reason after obtaining the reason, and adopt different policies for the second contact. Some people are not satisfied with their attitudes. How can merchants say anything during the second contact?
Attract customers to recover. Some people are dissatisfied with time, some are dissatisfied with quality, some are dissatisfied with speed, some are dissatisfied with price, and some are dissatisfied with information transparency, some people are dissatisfied with word of mouth, some
People are dissatisfied with the values of sellers. Some people are too far away or open competitive stores near customers. Some people are cost-effective and cost-effective, some people think that there are few products or services provided by sellers, while others think
The products or services provided by sellers are not attractive and are not worth consuming. Some people think that every time a seller does not have any contact, it is too snoop to go to the Three Treasures Hall, some people think that every time they contact Customer Service personnel, they are too lazy to talk about it.
. It is critical for people of different reasons to attract them in their second contact. If you cannot impress them during the second contact, the third contact will annoy some people, because
The phone call is meaningless if the problem cannot be solved. Therefore, the customer needs to be very careful to recover it. If you are not satisfied with the price, you cannot give discounts at will. Where can we place other customers? Based on the customer's consumption
The billing type, consumption amount, consumption focus, consumption frequency, and product life cycle can be used to offer price discounts at the point of interest. In addition, it is best to combine different packages for customers to choose. Provide suitable customer needs
And the plan meets the requirement for continuous consumption. If you do not set this discount, you will not be charged next time. Therefore, the package also needs to be invented.

 

Some people think that this is not a pure nonsense dream. When you go to the market and take a look at it, you will know how to make a real sale. What you write now is useless.

 

In this case, people think that sales can be done as long as the price is low, the goods are good, the brand is good, the cost of marketing campaigns is followed up, the sales channels are spread out, And the promotion can be vigorously promoted. But in reality, there are so many good environments.

 

5. There are solutions that need to be implemented. We need not only customer service personnel to segment customers, design a return visit questionnaire, conduct actual return visits, and then draw the reason. According to the reason, the company also needs to develop policies at the price
In terms of speed, attitude, quality, marketing activities, and sales reception, we have to make solid efforts to supervise the quality. In this way, the customer service staff can be clear when they contact the Customer again.
And the customer will not be disappointed once again.

 

6. After the old customers are recovered, check how many old customers have returned in the first month, what they have consumed, and what they have consumed is consistent with the policy stated in the old customer recovery contact? If they are inconsistent, why not?
Consistent, so as to adjust the customer's treatment strategy. We also need to check how many old customers have returned and consumed in the second and third months. If you want to make a comprehensive evaluation of how old customers are recovered, some old customers are recovered, but not necessarily
In terms of current consumption, he may have no consumption demand recently. Therefore, he needs to detect customer behavior in many aspects such as market activities, Forum reputation, suggestion, and friend recommendation. If this old customer is still indifferent, shen
What should I do if this old customer is quiet? Do you just ignore it, discard it, or keep in touch? This is about to begin a new round of old customer recovery.

 

7. The old customers need to be recovered frequently, because there are always new customers coming in and old customers are lost. We recommend that you do this once a month. If the interval is long, the old customers may feel weak, you will not be impressed by what you say, so it is necessary to save it in time. In the past, merchants did not restore old customers. The first time may be very tiring for a long time, but the second time is much easier.

 

8 As time passes, how much has been recovered, how much has been lost, and how has there been a new loss? Is it meaningless if we do not do the same thing, or if we do the old customer to recover it? Why? All need to be further explored.

 

9. Is there a trend of statistical changes every month, the more we recover, the more we lose, the more effective it is, the less effective it is? Does consumption increase? Does the market focus increase? What is the cost and energy consumption? It is worthwhile to continue. If so, what other aspects of support do you need? Analysis reports are generated every month.

 

10. We gradually rolled back lost customers after several rounds of contact. However, we still need to make early warnings from time to time. We also need to identify the potential loss. The evaluation indicators can be better than the loss of old customers.
The broken indicator is a little loose, so we can see which customers have lost their heads. This is actually a regular phenomenon, just as an employee wants to go and there are a lot of clues. Once there is a sign of loss, you can see it.
What strategies should be taken to save them, and don't let them cause real loss? At that time, the cost and time for recovery will be high.

 

Old customers make up their lives. We prevent customers with signs of loss in early warning. It is an important task to tighten the fence to prevent problems before they happen. Do not wait for the loss of the sheep to rush for a huge cost. Maybe at that time, it is not a problem that money can solve. Many things require time to combine and communicate with each other.

 

This is a complete old customer recovery plan.