Tag: customers

CRM stands for Customer Relationship Management.  It encompasses the entire customer journey including all of the interactions with the customer. These include brand awareness, enquiries, first purchase, ongoing purchases, handling any problems that may arise, contact management, customer loyalty and advocacy. There are many CRM software platforms that can help with these processes. The best CRM software solution is the one that you actually use. CRM benefits What are the benefits of having a CRM system? After all, what is wrong with having all of your contacts in Outlook, Excel etc? Here are the benefits of having your own CRM software: 1. It keeps all of your customers and contacts in one place. This means that you can find customers and their contact information. You can divide your contacts in ways that makes sense to your enterprise . You can then communicate with people with shared needs. 2. Your own CRM is the best phone directory you will ever have (on the assumption that you enjoy talking to...

If you have competitors, how do customers see you in relation to them? Whatever the answer, this is your market position. What do customers think you do? What do they think you deliver? What do they think of your enterprise? What are you well known for? What words do they associate with your brand? If I rang some of your customers and asked them these questions, what would they say to me? How should you position your brand? For example, should you go upmarket or go downmarket? Should you be seen as reassuringly expensive or as cheap as chips? Are you focused on customer service, product excellence, price or something else? These are strategic business and marketing decisions. Every decision that you make affects your market positioning. Your actions speak louder than words, when it comes market positioning. Every time that your customers engage with your brand, their perception of your market positioning is either affirmed or challenged. Besides products and services, a key issue is human interaction. You can buy a great product and feel let down...