Question

n the first units of this course we discussed how to generate a client base and making calls that will generate business for your company. In this unit we have discussed ways to maintain those relationships once you have them.

Image you are the top marketing executive for a company, what are specific techniques that you would implement to maintain your client base? How would you build lasting partnerships with business clients? In your initial response, clearly articulate your plan of action to accomplish this task. In your follow up responses, give specific feedback on the strengths and weaknesses of your classmate’s plan of action.

Answer 1

Today the world of business is extremly competitive and customers are very vunrable because of which an organisation with one single carelessness can easily loose their client base. Establishing a client base is important but maintaining the same customers for life is the most crucial step. The companies have to follow some retention strategies in order to maintain their customers which arer:

• The customers have to be kept satisfied with the services or product you provide, thats the basic need but over and above to create your competitive advantage you need to think beyond then just that. the aftersale services should be as good and as responsive as the first step. The organisations can also lure the customers by providing free gifts and discounts as often as posiible.
• Being accessible all the time is one of the techniques by which you can really earn some loyal customers. Returning the calls as promptly as possible, Your custmers need to feel that you are willing to help and they can rely on your organisation as and when required.
• An organisation should always assume that their customers might forget them once the services are taken. An organisation should keep making a continous effort to remind their customers of them and also constantly stay in touch. But this does not mean get into the nerves of the customers and be annoying.

An action plan to retain your customers should always start with the after sales services. That is where the companies lack. Then keeping in touch and being accessible at the time of need. The third step is to make your clients feel that they can rely on you and you listen and carefully understand their needs. The front liners should be well trained and should have amazing communication and hospitality skills to make them feel good. Based on the data you already have about your clients work and offer them tailored products and services according to their personal preferences and needs. Creating a VIP or loyalty program for your customers goes a long way in creating a sense of belongingness in the minds of your clients.

b) The ways of building lasting relationships with business clients are:

Extend an extra helping hand or an extra steps for your business clients which make them feel like you care. You have to create your competitive edge to maintain a lasting relationship.

Doing exceptional work or being extra careful in you work goes a long way. If you want a particular client to feel important you have to show them that you take extra care of their work and it is not done in a hurry. The quality of work matters.Aim at exceeding thir expectations and not just meeting the level of work they need.

Make collaborations. Doing collaborative works build loyal relationships. Any extra work of charity or giving to the society should all be done in collaboration with your clients because this make them feel connected to the comapny as well as make them think theat you want better things for them.

Feedback meeting are very impoartant. A monthly meeting with your clients where they feel free to give honest feedback and are able to communicate freely and easily makes tham think that you listen and are ready to help them.

Cultivating partnership is very important and one of the ways to be more collaborative to your clients. This can help both ways it can be oppertunity for you also and also builds strong connections.