How to improve performance?

Do you know your customers? How do they work? What are their plans? their needs ? How to contact them, target them? If the answer to at least one of these questions is no, It’s time to act! Why ?

you have to Put your customer at the center of the conversation To be audible and gain performance. The commercial-customer relationship is a two-way conversation.

Not a monologue.

Nor the work of a psychic. However… you have to first know how to listen…!

3 Initial Steps to Better Customer Knowledge

  1. try first understand your customer and its needs; How could he be interested in what your company has to offer? The famous “How can I help you?” “. But at the same time, explore the trends, keep an eye on it to find out where to invest and try something new in your company’s service!
  2. to see Learn where to find it and how it works In their business conversations: trade fairs, sites, telephones, webinars, social networks, newspapers, videos, blogs…? Where will they be most responsive and available to talk about your services?
  3. Finally, communicate with him, Create and interact with a link : If we know each other, we trust each other and then it becomes easy to provide the right customer experience… and the right solution!

Many companies are content to imagine, even imagine, their ideal customer.With internal, individualized workshops, to define your different types of clients, personalities.

At no time is the customer directly involved in this reflection on customer knowledge. And no quality information emerges, ie usable to reach the right goals with your offer.

wastage of time. energy. Display. business.

so don’t believe , Listen, Communicate, Share!

What are the ways to improve customer knowledge?

  • listen to signals sent Through your CRM, powered by:
  1. Flow from digital feedback: traffic to your site, leads, downloads, newsletter clicks, etc.
  2. Flow from customer service, after sales service, accounting/invoicing of customer orders etc.
  3. Customer information from sales appointments, to qualifying in CRM: type of contacts, products/services, trade fair/event attendance, etc.;
  • ask the customer directly Thanks for the surveys, studies, satisfaction surveys… what it needs to best stay on the market (it will feed your CRM too!);
  • go meet him To interact, to bring them added value: active attendance at trade fairs, organizing webinars, conferences, breakfasts… It will also give them the opportunity to interact with their peers, thank you!

Warning, Data is not the Holy Grail : Always in direct contact with your customers, thanks to your sales representatives, compare the segmentation achieved with the reality on the ground.

Your customer knowledge may not be optimal without this essential step.

You will only be able to best help and support your client in his performance adapted to your specificity, Where he went in search of her.

Improving your customer knowledge allows you to mediate your priorities, better organize your teams, and allocate your budget to the right position.

Objectives Achieved?

Finally, this strategy to improve your customer knowledge allows you to:

  • Mediate your priorities;
  • Organize your teams better;
  • Allocate your budget to the right items.

Some simple examples:

  • Commercial Team: By identifying priority segments, you can focus on the types of customers that generate the most revenue for the company. And above all, build their loyalty as you will be able to meet their needs, and build a real relationship of trust and partnership with them.
  • Direct Marketing / Growth Hacking Teams: You manage the entire bottom half of the portfolio to address customers with less added value, but also those in the essential, larger segment of the activity (Cf. Persona). You generate more impactful content at the right time, on the right media, hence better leads and optimal profitability.
  • customer service : You can exile certain non-value-added tasks from your teams to the web, which are likely to be automated, depending on what is acceptable to your customers (autonomous or not, etc.): On-site Frequently asked questions, educational videos “how do you move”, bots, automatic customer reminders…

a real Time and performance savings.

in conclusion

The customer will always know better than you what his problem is. He knows his business. The nose in the handlebars, on the other hand, He may not necessarily be in the best position to know what his real needs are and how to solve his problem.

And it will be successful only with your cooperation. thanks to Awareness That you will have his company, his activity, his market. for the links that you would have been able to make and those who would give it Self-confidence In your judgment, in your preposition. and in your products and services.

this is customer knowledge one who gives truth added value for your expertise, To support them in their best interest, by tailoring it to their client’s needs.

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