[China Glass Network] Content Description: Many sales people are now looking for their own customers, sometimes not because they can not find customers, but there are too many customers do not know what to do. How to do a good job in customer management?
I summed up the customer management experience in the process of sales in the past few years. I feel that the management of the customer is nothing more than the following stages: 1. Customer information collection; 2. Customer division; 3. Customer tracking and processing.
The most important of these should be the division and tracking of customers. How to divide the customer also determines how to track customer information.
We first look at the division of customers. For the existing customer information, we can generate four different divisions from the following four perspectives.
In the first place, we can divide customers into the status of customers who have already dealt with us: customers who have been traded, customers who are negotiating, and potential customers.
Second, we can be divided into important customers and non-important customers from the importance of the customer (usually measured by the amount of the transaction or the potential of the business).
Third, customers can be divided into time segments that need to process customer information:
1 urgent customer (usually need to be processed within one week)
2 Expedited customers (generally refers to the need to deal with the customer within one to one month)
3 non-emergency customers (customers who must be processed within 1 month and 3 months)
4 can respond slowly to customers (customers who may have a relationship after 3 months)
Fourth, we can also divide customers into customer demand conditions: target customers (now demand), potential customers (in the future) and death customers (no need)
The above is the usual four divisions. I have also said before, and different divisions have different management methods. Like the above division, how do we manage our customers? I summed up the above divisions and mixed them to create a new division---customer classification.
We now look at what level of division, customer classification divided the customer into a total of five levels: A, B, C, D, E:
Class A customers: have obvious business needs and are expected to be able to close within one month;
B-level customers: have obvious business needs and are expected to be able to close within three months;
C-level customers: have obvious business needs and are expected to be able to close within six months;
Class D customers: Customers with potential business needs may have obvious needs but need to complete the transaction at least half a year later;
E-level customers: no demand or no transaction opportunities, also called death customers.
Now that there is a clear customer division, how to manage these customers? I provide a management method here, which is to establish a customer tracking, called customer tracking management. So what kind of customer tracking is established? How do you differentiate between customers at each level?
We will now introduce those customer tracking syllabuses. The tracking slogans of customers are generally the following:
1 customer tracking log: that is, it is necessary to re-track the customer's information every day and refresh the record;
2Customer tracking Zhou Zhi: It is to process the information of the customer at least once a week and refresh the record;
3Customer tracking half-monthly: that is, processing the information of the customer once every 15 days, and refreshing the information record;
4Customer tracking monthly: It means that at least once every 30 days, the customer's information needs to be processed and the information record is refreshed.
5Customer Tracking Yearbook: It also needs to process at least one customer's information every year and refresh the information record.
As for how the information is handled, I think everyone is clearer than me.
With the customer tracking, we only need to manage the corresponding level of customers with the corresponding tracking, then our customer management is more than enough. Generally speaking, for A-level customers, we need to use customer tracking logs. For B-level customers, we use customer tracking Zhou Zhi. For C-level customers, we use customer tracking half-monthly. For D-level customers, we use customer tracking monthly records. For D-level customers, we use customer tracking. Moreover, the customer information is re-classified after each customer tracking, and is processed by the management method corresponding to the new level.
These are some of my immature customer management experiences and methods in my personal sales process, and I hope to help you.
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