 CRM: Why Ask for Customers’ Viewpoint?Published Date: 2008-08-18 15:23:44 WorkOnInternet.com
Conduct a survey of your customers The more you talk to your customers the more likely they are to keep buying your products and services. Have you ever driven behind a lorry and seen the sign “how am I driving – phone …”? It makes you remember them. So go and talk to your customers. If you have a lot of them, get a telemarketing company to do it. Even better encourage one of your customers to set up a users group, and have the users group run the survey. Here is a sample list of some of the questions you might want to ask your customers; * Overall, how would you rate doing business with my company? * What aspects in dealing with our company do you like? (Provide a list) * What aspects in dealing with our company do you not like? (Provide a list) * Do we communicate with you often enough? * Do you understand the value our products and services provide? * Which of the following things we are thinking of implementing would make doing business with us better? * Would you recommend our company to anyone else? If yes please provide contact details, if No – why not? Who else should you solicit opinion from? There are three other key groups you should also speak with before you change how you interact with you customers. You should do this, even though you believe that the changes are positive. These groups are; * Your business partners * Key influencers like consultants or trade journalists * Your prospects. This is an excellent, non threatening way, in which you can introduce new people to your business. If done correctly, will also be an excellent source of leads and will signal to the marketplace that you really care about providing levels of service that delights your customers. In addition sensible success criteria are being set to create a compelling business case, which clearly states the potential returns and measurement goals. This article is one of many sales and marketing articles written by Peter Lawless of http://www.3r.ie - Marketing Consultant delivering Marketing Strategy & Online Marketing, Sales Trainer, and Public Speaker.
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