How to reduce customer churn with CRM

For online shop, customer churn is a very sad thing to urge.

Even if the current marketing tools are maturing, customers are still a less stable group, how to reduce the loss, improve customer loyalty, repeat customers CRM to help you busy.

Rainy day

No matter which channel receives the customer consultation, must form the custom which opens the CRM to add the customer. The customer's information is the most important, master the information, they mastered the initiative. The starting point of customer maintenance, must be the perfect information.

At present, customer information changes lead to the loss of customers, is a more common problem, so when adding information, remember to be as comprehensive as possible, not necessarily in all aspects of communication, ask the other person to feel bored, can do homework afterwards-for example, after you know the customer's site, from the site to collect information, More notes several contact telephone contact person.

Before using CRM, you should set up a variety of customizations, such as attributes, labels, and so on. It can be easily found in the system setup. Attributes include the customer's name, phone, cell phone, province, city, address, postcode and other information, which needs to appear in the Add customer interface, you can define their own; The label is a very useful function, according to the personal habits of the customer divided into several categories, such as key customers, intention customers, Potential customers, and so on, there is only one principle: you can understand.

In addition, in order not to let customers go so smoothly, in addition to leaving a name, we must actively attack. There is no interaction without feelings, no feelings have no memory points, products can be replaced, but the feelings can not, OK, with good contact record function, tightly tied to the heart of customers.

Remedy

No matter how much effort, the customer still lost, how to do. This time, must not immerse in the sadness inside, must positively respond. For example, you can view the contact record through the level of the position, understand the customer's true idea, the reception of the Spectator service whether there is a problem.

In the CRM data management, there is a specific statistics for the loss rate, combined with the abandonment (customer service can actively discard customers) and loss, statistics of the loss of the cause and proportion, and graphical reports intuitive display.

In general, in addition to information loss, the reasons for customers to actively churn around two aspects-products and services. Product quality, innovation and service attitude, integrity issues may lead to customer's not buying. Of course, the most effective or according to the data of CRM statistics to the right remedy for the enterprise's largest loss of reasons for analysis and rectification.

In addition, the use of CRM in order management and product management, as far as possible to reduce work errors, but also to increase customer satisfaction, reduce the loss of a good way. In product management, you can add products and inventory, customer service in response to customers, you can visually see inventory and other information, fast and accurate.

Of course, in contact with customers, CRM if the direct docking of SMS and mail, it is quite powerful, not only can mass, but also targeted a single send, directly in the view of customer information operations, convenient and reduce misoperation.

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Author: 53 Fast Clothes