3 thoughts on “Customer grading management plan, how to implement the specifics”
Andy
1. Classification of customers The customer grading management is to measure and hierarchy according to various indicators such as the customer's contribution rate of the company, and finally weigh it at a certain proportion. After classification and processing of corporate customer information according to the classification standards, customers can be classified, and they can generally be divided into A, B and C -Class.
2. Increase attention to customers Puk to classify customers, each department must increase the focus of customers and find ways to retain customers to obtain sustainable development. Improve the core competitiveness of the enterprise to meet the changes in customer needs; adopt scientific technical methods to deal with the relationship between the relationship between the enterprise and the customer to improve and maintain a higher customer share.
3. Analysis of customers The statistical analysis of existing customer information monthly, find many customer groups with the same or similar aspects. To distinguish customers with different values in order to effectively allocate sales, markets and service resources, and consolidate the relationship between enterprises with key customers.
1. Divide customer bases into key customers (Class A customers), major customers (Class B customers), and ordinary customers (Class C customers), namely ABC customer classification method. For customers in different categories, different management methods should be adopted and scientific and dynamic classification management mechanisms should be established. 2. All departments must increase their attention to customers and find ways to retain customers to obtain the driving force for sustainable development. Improve the core competitiveness of the enterprise to meet the changes in customer needs; take scientific technical means to deal with the relationship between enterprises and customers to improve and maintain higher customer share. Really identify the differences in the value of customer profit, and then adopt effective management. 3. Do not have the phenomenon of "big pot rice" or "inverted" in the allocation of service resources, that is, to treat all customers, so that important customers do not get more services. Both investment and expenditure are applied to "blade". 3. Effective differences must be performed on the customers they own, and customers of different values are distinguished based on this difference, and configuration is more reasonable to realize the synchronization of customer resource value and corporate investment returns. 4. Statistically analyze the existing customer information every month, and find many customer groups with the same or similar aspects. To distinguish customers with different values in order to effectively allocate sales, markets and service resources, and consolidate the relationship between enterprises with key customers. 5. Classified according to customer value every month, find the most valuable customers, that is, key customers, divide the customer group into key customers (Class A customers) , major customers (Class B customers), ordinary customers (Class C category C) Customer) Three categories. 6. According to the distribution of customer levels, the customer care items are planned based on the customer value, and different marketing strategies are formulated for the needs of different customer bases, consumer behavior, expectations, and credibility, and configure different market sales, services and services Management resources, regular visits and greetings for key customers to ensure the satisfaction of key customers, so as to stimulate potential customers to upgrade to the top layer, so that companies can create more value and benefits when maintaining costs. 7. For key customers (the top gold medal customers in the pyramid) are the top 5%of the customers who spend the most in the past. This type of customer is a high -quality core customer base for the enterprise. Because they operate steadily, do things, good reputation, and contribute to the company the most, it can bring long -term stable income to enterprises. Satisfaction of customers. 8. Marketing staff (or customer representatives) should always contact and visit regularly to provide them with the fastest and thoughtful services and enjoy the greatest benefit. Marketing supervisors should also visit them regularly. 9. Pay close attention to other abnormal trends such as the industry trend of this type of customer, corporate personnel changes. 10. Priority should be given to the complaints and complaints of Class A customers. 11. Class C customers contribute to the company's completion of the economic indicators, and should control the service input in this regard. In accordance with the principle of "convenient and timely", they provide them with popular basic services, or focus on excavation with potential potential. On the "Star of Tomorrow", it was promoted to Class B and even Class A. Sales (or customer representatives) personnel should keep in touch with these customers and let them know that when they need help, the enterprise will always extend a helping hand. 12. Establishing a scientific dynamic classification management mechanism A, B, and C, three types of customers, the proportion of corporate customers should be determined according to specific circumstances, scientifically analyzes customer information, and formulates a comprehensive set of customer credit evaluation standards. Through the investigation and analysis of customer credit, determine the customer's credit level, provide reference opinions for different customers to allocate service resources, and prevent risk of arrears. It is convenient to use the CRM management system to manage.
1. Classification of customers
The customer grading management is to measure and hierarchy according to various indicators such as the customer's contribution rate of the company, and finally weigh it at a certain proportion. After classification and processing of corporate customer information according to the classification standards, customers can be classified, and they can generally be divided into A, B and C -Class.
2. Increase attention to customers
Puk to classify customers, each department must increase the focus of customers and find ways to retain customers to obtain sustainable development. Improve the core competitiveness of the enterprise to meet the changes in customer needs; adopt scientific technical methods to deal with the relationship between the relationship between the enterprise and the customer to improve and maintain a higher customer share.
3. Analysis of customers
The statistical analysis of existing customer information monthly, find many customer groups with the same or similar aspects. To distinguish customers with different values in order to effectively allocate sales, markets and service resources, and consolidate the relationship between enterprises with key customers.
1. Divide customer bases into key customers (Class A customers), major customers (Class B customers), and ordinary customers (Class C customers), namely ABC customer classification method. For customers in different categories, different management methods should be adopted and scientific and dynamic classification management mechanisms should be established. 2. All departments must increase their attention to customers and find ways to retain customers to obtain the driving force for sustainable development. Improve the core competitiveness of the enterprise to meet the changes in customer needs; take scientific technical means to deal with the relationship between enterprises and customers to improve and maintain higher customer share. Really identify the differences in the value of customer profit, and then adopt effective management. 3. Do not have the phenomenon of "big pot rice" or "inverted" in the allocation of service resources, that is, to treat all customers, so that important customers do not get more services. Both investment and expenditure are applied to "blade". 3. Effective differences must be performed on the customers they own, and customers of different values are distinguished based on this difference, and configuration is more reasonable to realize the synchronization of customer resource value and corporate investment returns. 4. Statistically analyze the existing customer information every month, and find many customer groups with the same or similar aspects. To distinguish customers with different values in order to effectively allocate sales, markets and service resources, and consolidate the relationship between enterprises with key customers. 5. Classified according to customer value every month, find the most valuable customers, that is, key customers, divide the customer group into key customers (Class A customers)
, major customers (Class B customers), ordinary customers (Class C category C) Customer) Three categories. 6. According to the distribution of customer levels, the customer care items are planned based on the customer value, and different marketing strategies are formulated for the needs of different customer bases, consumer behavior, expectations, and credibility, and configure different market sales, services and services Management resources, regular visits and greetings for key customers to ensure the satisfaction of key customers, so as to stimulate potential customers to upgrade to the top layer, so that companies can create more value and benefits when maintaining costs. 7. For key customers (the top gold medal customers in the pyramid) are the top 5%of the customers who spend the most in the past. This type of customer is a high -quality core customer base for the enterprise. Because they operate steadily, do things, good reputation, and contribute to the company the most, it can bring long -term stable income to enterprises. Satisfaction of customers. 8. Marketing staff (or customer representatives) should always contact and visit regularly to provide them with the fastest and thoughtful services and enjoy the greatest benefit. Marketing supervisors should also visit them regularly. 9. Pay close attention to other abnormal trends such as the industry trend of this type of customer, corporate personnel changes. 10. Priority should be given to the complaints and complaints of Class A customers. 11. Class C customers contribute to the company's completion of the economic indicators, and should control the service input in this regard. In accordance with the principle of "convenient and timely", they provide them with popular basic services, or focus on excavation with potential potential. On the "Star of Tomorrow", it was promoted to Class B and even Class A. Sales (or customer representatives) personnel should keep in touch with these customers and let them know that when they need help, the enterprise will always extend a helping hand. 12. Establishing a scientific dynamic classification management mechanism A, B, and C, three types of customers, the proportion of corporate customers should be determined according to specific circumstances, scientifically analyzes customer information, and formulates a comprehensive set of customer credit evaluation standards. Through the investigation and analysis of customer credit, determine the customer's credit level, provide reference opinions for different customers to allocate service resources, and prevent risk of arrears. It is convenient to use the CRM management system to manage.
Establish a customer pyramid management system