maintaining and improving crm with derek hendrikz

Maintaining and

Improving

Customer

Relationships

www.derekhendrikz.com

http://www.derekhendrikz.com/


Reach

Acquire

ConvertRetain

LoyaltyCustomer

LifeCycle



Reach: Getting their attention

Acquisition: Show them what you have to offer

Conversion: Turn them into paying customers

Retention &

Loyalty: Keeping customers loyal

In Layman's Terms, the Customer Life Cycle means…



Acquisition vs. Retention:




You’d be surprised

at the detailed response

you’ll receive,

sometimes saving you the trouble

of spending extra

on expensive market research.

Just Ask Them!



Loyalty programs ensures customer retention.

Starbucks ties customer service in with a loyalty

program that keeps its customers coming back for

more.

A variation of a loyalty programs can be used such as

offering specialty discounts for customers in your

database sent via email.

Up Your Service With a Loyalty Program



Not every business owner believes that “the

customer is always right,”

or that the “the customer is king”

and they’re quite right to believe so…

Service With A Smile



But, in situations where customers are

distraught and tend to seek attention through

emotional outbursts, it pays to keep calm and

take control of the situation by appeasing the

customer with a smile and doing everything

possible to pander to the customer’s

frustrations.

Service With A Smile



o Customers love buying, but hate to be sold to

o Be a solution provider

o Care about their needs

o Lend a listening ear

o Let them know that you’re not after their wallets

o Collaborating with them to help get what they

want in a way that will benefit them

Be A Solution Provider



Providing value to means giving first and

receiving then

Giving first could be as easy as offering a free

email newsletter filled with juicy tips that other

companies would have charged a premium for

It’s a great way of differentiating yourself from

your competitors and at the same time,

providing great value for free to your customers

Be A Value Provider



KPI for Customer Retention:

Priority on customer retention

Measured customer retention

Responsibility for customer service

Incentives for customer retention data

Communicate customer retention rates to all

appropriate people



ownership

trustworthiness

visibility



Lack of "outside the box" thinking

Fear of change

Turf battles

Conflict with team member day jobs

Lack of management / executive

commitment

Problems with failure in good customer service



Derek Hendrikz


maintaining and improving crm with derek hendrikz

Business