What makes a company truly customer-centric? In the past 10 years, consultants have used countless hours to help companies develop customer service strategies. One of the most common questions we heard was: “What is the commonality of truly customer-centric businesses?†In our view, the implementation of a truly successful customer-centric plan for a business usually has the following seven characteristics:
First, the price that the company provides to consumers must be attractive. This means that to increase consumer satisfaction, close attention must be paid to consumer feedback and attitude. The company must constantly adjust itself to maximize the benefits to consumers. Companies that do a good job of customer service will generally have one or two departments that can listen to consumer suggestions or advice in order to obtain real data and advice. They may also seek consumer perceptions through quality improvement systems.
Second, the company has a good business performance, can make customers long-term trust. This should be one of the goals of the company's struggle to use it to guide the company's commercial operations. Even if a comprehensive CRM (customer relationship management) system is set up and shared by every manager of the company, changes will not happen overnight.
Third, the customer-oriented concept is rooted in the hearts of every senior executive in the company. The company has a dedicated project manager responsible for the implementation of this program.
Fourth, when a product is to be put on the market, the company will make relevant commitments in customer service through internal and external communication of the delivery plan.
5. The company is not afraid to introduce new evaluation tools to evaluate the progress and success of customer-centric plans; they can also apply the "balanced scorecard" or other management tools to prioritize non-profit goals. Sorting.
6. The company is willing to invest in training employees. The company is passionate about training, just as enjoying the pleasure of implementing a CRM system. What's more, such systems require company employees to work in different ways.
7. When selecting a project manager, the company looks at whether he is the main communicator of CRM on the one hand, and whether he is actively working for the support of the customer-centric system for others in the project manager group. (China Packaging Equipment Network)
First, the price that the company provides to consumers must be attractive. This means that to increase consumer satisfaction, close attention must be paid to consumer feedback and attitude. The company must constantly adjust itself to maximize the benefits to consumers. Companies that do a good job of customer service will generally have one or two departments that can listen to consumer suggestions or advice in order to obtain real data and advice. They may also seek consumer perceptions through quality improvement systems.
Second, the company has a good business performance, can make customers long-term trust. This should be one of the goals of the company's struggle to use it to guide the company's commercial operations. Even if a comprehensive CRM (customer relationship management) system is set up and shared by every manager of the company, changes will not happen overnight.
Third, the customer-oriented concept is rooted in the hearts of every senior executive in the company. The company has a dedicated project manager responsible for the implementation of this program.
Fourth, when a product is to be put on the market, the company will make relevant commitments in customer service through internal and external communication of the delivery plan.
5. The company is not afraid to introduce new evaluation tools to evaluate the progress and success of customer-centric plans; they can also apply the "balanced scorecard" or other management tools to prioritize non-profit goals. Sorting.
6. The company is willing to invest in training employees. The company is passionate about training, just as enjoying the pleasure of implementing a CRM system. What's more, such systems require company employees to work in different ways.
7. When selecting a project manager, the company looks at whether he is the main communicator of CRM on the one hand, and whether he is actively working for the support of the customer-centric system for others in the project manager group. (China Packaging Equipment Network)
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