What is customer relationship?
Customer relationship - the way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.
Die Kundenbeziehung ist eine spezielle Art von Beziehung, die beginnt, wenn ein Kunde mit einem Unternehmen zu tun hat. Jedes Unternehmen hat die Verantwortung, die Kundenzufriedenheit und -treue aufzubauen. Jede Interaktion hat Einfluss auf Kunden. Die Beziehung beinhaltet den Vertrieb-Support, den technischen Support und die Marketingkommunikation. Kundenbeziehungen können durch die Kundenzufriedenheit gemessen werden.
Benefits of good customer relationships:
- Competitive advantage
- Customer retention
- Customer loyalty
- Increased revenue
- New customers
- Brand awareness
- Customer satisfaction
What are the principles of good customer relationships?
- Active listening
- Showing empathy
- Personalized customer experience
- Understanding/knowing your customers – CRM system
How do you build customer relationships?
Automate processes
Um Kunden zu behalten, muss Ihr Unternehmen automatisierte Vorgänge schaffen.
Let’s divide them into categories to explain this. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently.
Andererseits unterstützen Sie “externe Automatisierungen”, wie für das E-Mail-Marketing, dabei mit Kunden in Kontakt zu bleiben. Beide Automatisierungsvorgänge haben eines gemeinsam. Sie helfen auf verschiedenen Wegen bei der Kundenbindung.
Share customer data with different departments
To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to view this.
Personalize each customer experience
Dies sind einige Wege, wie Sie eine individuelle Kundenerfahrung ermöglichen können:
- Call the customer by their first name
- Use the customer data for better customer experience
- Keep it positive
- Self-service option/experience
Communicate
Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance: Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.
How can customer service software help your customer relationships?
It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on social media. Thus, having customer service software can help them prioritize the importance of tickets and still managing to answer the posts from Social Media or other platforms.
Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.
If you would like to learn more about LiveAgent, read about all Features.
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Watch how to build customer relationship
Building strong customer relationships is vital for the success of any business. Just like in a committed relationship, it requires nurturing and meeting customer expectations. Utilizing customer service software streamlines support, resolves issues promptly, and tracks interactions, improving response times and providing personalized service. Investing in such tools demonstrates a commitment to meeting customer needs, strengthening relationships as the business grows.
Topics
- Arten von Kundenbeziehungen
- Beispiele für Unternehmen, die verschiedene Arten von Kundenbeziehungen pflegen
- Entwicklung von Kundenbeziehungen
Video summary
Eine gute Beziehung zwischen Unternehmen und Kunden muss gepflegt werden, um erfolgreich zu sein. Es gibt verschiedene Optionen, wie eine Beziehung gestaltet werden kann: eine transaktionale Beziehung, bei der Kunden und Unternehmen nur in Verbindung treten, um eine Transaktion abzuschließen; eine Selbstbedienungsbeziehung, bei der das Unternehmen keine direkte Verbindung zum Kunden hat, aber Kunden die notwendige Ausrüstung zur Verfügung stellt; eine automatisierte Selbstbedienungsbeziehung, bei der automatisierte Services eine personalisiertere Beziehung simulieren. Es gibt auch persönliche Beziehungen, bei denen Kunden direkt mit einem Mitarbeiter kommunizieren können. Unternehmen können auch Loyalitätsprogramme anbieten oder langfristige Beziehungen aufbauen, die auf regelmäßigen Interaktionen und emotionalen Verbindungen beruhen. Unternehmen können auch Co-Creation-Beziehungen aufbauen oder Online-Communities schaffen, in denen Kunden ihr Wissen austauschen und das Unternehmen Feedback erhalten kann. Es gibt keine perfekte Mischung, und Unternehmen müssen sorgfältig abwägen, welche Art von Beziehung am besten für ihr Unternehmen geeignet ist. Beispiel: The Running Company, ein australisches Schuhgeschäft, das wiederholte Kunden gewinnen möchte, hat persönliche Assistenten und ein exklusives Loyalty-Programm. Salesforce, ein Unternehmen, das Cloud-basierte Software verkauft, um Kundenbeziehungen zu verwalten, hat dedizierte Kundenbetreuer und nimmt Kunden zum Essen mit, um sie zu binden.
Frequently Asked Questions
What is a customer relationship?
The relationship with the client is a relationship between the client and the company. It begins when the customer starts to interact with a company. It doesn't have to be a purchase - it can be seeing an advertisement and the customer's first thought about the company and its products. Each company is responsible for building this relationship.
How to build customer relationships?
Communication is the basis for building good, qualitative relations with the client. That is the key. It contains the language and the way the company communicates with the client. Another important issue is exceeding customer expectations. If this happens, the customer is satisfied and willing to become a regular customer. The third idea is to ask the client questions about the company and ask for their opinion. The customer then understands that he is important to the company. Customer appreciation is also extremely important.
How to improve customer relationships?
In order to improve the relationship with the client, first of all, personalize communication with them. The customer must feel like an individual, not ‘one of many’. The client must feel that he is treated like a human being. An extremely important point is not only the implementation of promises made to the client, but also exceeding his expectations. An important plus is also the transparency of the company's activities.
Expertennotizen
Eine starke Kundenbeziehung ist essenziell für ein erfolgreiches Unternehmen. Kundenbetreuung und -zufriedenheit sind dabei entscheidend.
LiveAgent is a customer support portal that provides solutions for effective customer service. Customer-centric strategies are highlighted as important for increasing customer satisfaction and loyalty, and LiveAgent offers resources to improve customer service. The website emphasizes the importance of utilizing various communication channels to reach customers. LiveAgent also offers a help desk software and resources for improving customer service. Partnerships, certifications, and a VoIP partner program are available.
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