How account management can contribute to CRM success….
When we talk of key account management strategy, we are talking about the basic things that we need to do in order to raise exit barrier for our customers in a highly competitive customer centric environment. I want you to know that your customers might not be individuals alone, most at times, you might have businesses that are relying on your products and services for survival as well.
As you may be aware, the next organization is just a mouse click away. That is why you have to do everything possible to retain your customers.
I will divide key account management strategy into three which will fall under need assessment skills, capability development and delivery of solution.
#1 Need assessment
The starting point of any customer centric strategy is to understand what your customers want. If you a.re able to analyse the need of your customers both at individual or business level, you will be able to come up with a good strategy as regards how these needs are to be met.
Understanding their needs will also help you to develop new products based on the feedbacks that you are getting from them. You will be able to open new channels and come up with strategies that will allow you to retain your customers for life.
#2 Skills and capability development
After you might have understood the need of your customer, you can now work on strategies that will allow you to meet the needs. You have to come up with packages in terms of products and services that are in line with what your customers are asking for. Most at times, this should be as a result of the feedback that you are getting from your customers.
#3 Support and services
It is one thing to sell goods and services to your customers, it is another thing to give them an excellent “after sales service”. You have to develop a team that are capable of giving your customers a wow experience. The purpose of doing this is to retain your customers and reduce the cost of doing business.
The best customer service that you can ever have are those that are able to serve customers from different perspective. I am always amazed at the customer service at Namecheap. They always amazed me. It is an example of a Hosting site that understand the true value of customer service.
#4 Delivery of solutions
In delivering the solution, you have to exceed your customers’ expectation. Do more than what they are expecting from you. One thing is that almost every individual like surprise package. Just give it to them and you win their heart.
You should also hWhen we talk of key account management strategy, we are talking about the basic things that we need to do in order to raise exit barrier for our customers in a highly competitive customer centric environment. I want you to know that your customers might not be individuals alone, most at times, you might have businesses that are relying on your products and services for survival as well.
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