什么是客户关系？
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.
客户关系是一种特殊类型的关系，始于客户与您的公司产生联系。所有公司都有责任建立客户满意度和忠诚度。客户每次与公司沟通都会对他本身产生影响。客户关系包括销售支持、技术支持和市场沟通。客户满意度可以用来衡量客户关系。
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
为留住客户，您的公司需要建立自动化流程。
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.
另外，创建“外部自动化”，例如电子邮件营销，可以帮助您与客户保持联系。两种自动化流程有一个共同点，那就是它们可以通过不同的方式帮助您留住客户。
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
以下是创建个性化客户体验的几种方法：
- 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.
Try out LiveAgent for FREE
Handle all customer inquiries from one interface. Start improving your customer service with a 30-day free trial right away!
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
- 顾客关系类型
- 建立在线和实体社区
- 选择关系类型的考虑因素
Video summary
为了经营业务和顾客之间的关系，需要注意关系类型的选择。有五种类型的关系：交易关系、自助关系、自动化自助关系、个性化帮助关系和忠诚度关系。为了让顾客感到接近，企业可以建立在线社区或实体社区。在选择顾客关系类型时，需要考虑企业能力和顾客需求，例如销售云端软件的 Salesforce 与要求经常性来店铺的 Running Company，其类型选择均各不相同。个体企业也应构建策略，让他们的关系类型适应顾客需求和要求。 做出决策时需要问关键问题，并监听可靠建议。
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.
