For most small businesses and midsize companies, there is no substitute for building satisfying customer relationships. When you are in sync with your customers, you can develop insights into their requirements, tailor products and services to meet those needs, and create customer loyalty that drives profits.
What are the top strategies that can help companies like yours satisfy customers and entice them to buy your goods and services?
Strategy #1: Know What Customers Want – Even Before They Do
One effective way to engage your customers is to anticipate their needs. When a customer routinely purchases your products, you should be able to identify patterns in buying behavior. From these patterns you can determine which actions to take to optimize customer satisfaction.
For example, if a customer often orders 50 new widgets at the beginning of each quarter, you should have those products in inventory to meet his or her needs. If a new quarter begins and the customer doesn’t place the usual order, your sales team should contact the customer. A sales representative can offer to fill the regular order, meet any new product needs, or address previously unrecognized service or satisfaction problems. By working proactively, your company can drive sales and perhaps prevent your customer from taking business to a competitor.
An enterprise resource planning (ERP) solution can help you not only fulfill current needs but also predict future requirements. You can use an ERP solution to gain a better understanding of which goods customers purchase, the timing and frequency of their purchases, and the profitability of each customer. A solution that provides a 360-degree view of the customer account – including sales, marketing, and service interactions – can help you manage customer value and deliver differentiated service. Software can recommend next-best offerings for your customers and personalize these offerings based on marketing profiles or target groups.
Watch for our next blog in the series!