You can circumvent a disastrous client relationship and turn an unprofitable situation into a great success in many cases if you identify and track critical customer challenges with CRM Software.
If a crisis occurs with a client every business owner or sales manager needs accurate information quickly to ensure the best action is taken. Business relationships can be improved and bad situations avoided by taking a proactive approach utilising comprehensive complaints history gathered in CRM Systems.
Top Ten Worst Customers Traits:
Customers that do not return documentation is potentially a sign of trouble in the future. Dates sent and returned can be a good indicator of support inside a customer. For example a client may be looking around for another supplier; non response to documentation is one of the first indicators.
Repeated Shifting of Needs and Unreasonable Requests.
This type of client is always making new requests that have not been agreed. This pattern can be recorded in the CRM. As soon as this type of behavior is identified, take affirmative action. Often it's as simple as simply quoting the extras and making an offer that is tailored to the exact situation.
The Customer infers your business gave the wrong advice etc and corrective action is urgently needed. Poorly organised customers often make mistakes, the CRM system can derive why this is occurring. Often the same mistakes occur in the same products and services across a number of accounts.
Lack of Schedule.
A customer that continually changes the schedule at the last minute. Customers will change priorities with short notice. Record and proactively seek confirmations using the CRM.
CRM can alert and provide quick information to counter brash statements and outrages demands. Personality information can be readily made available. Sales and service staff can have all the facts on hand to increase their confidence when dealing with a rude client.
Occurs when a contact inside the client deliberately covers a mistake by blaming your business. The first sign is receiving a call or email from a senior person expressing lack of service. Being able to provide written documentation quickly boosts your business chances of getting a fair hearing. Ability to quickly respond with accuracy is the key.
Complicated Accounts Payable Procedures.
Attention to detail and accurate reminders is the best way forward. Cross checking every detail with the CRM software can turn the situation back around.
Slow Accounts Payable.
Your business must have a credit collection process in place. Automated reminders and text to phones is essential. Businesses often plan which creditors get paid first. CRM systems can provide a lot of assistance in gathering information and automating the collections process.
The Disappearing Act.
A customer is not a customer unless you get paid. If a client is constantly moving then turning up again it's not a good sign that the relationship is healthy. Proactively track potential bad debts, identify the signs and take cautionary action.
Pressure not to deal with Competition.
Some clients will try to infer that the account may be jeopardised by dealing with a competitor. Highlight and ensure this concern is recorded. Be neutral and maintain an air of efficiency, this type of complaint usually fizzles out. Never discuss other accounts with clients, it's important for all clients to feel secure.
Understanding the types of failures and being able to actively anticipate customers issue's will ensure your client retention rates remain high. Most difficult clients can be profitable if the business takes the initiative
Pete Kilby works with businesses that want to fire up sales through automation. By now you may have more specific questions relating to ways you can really do something useful with CRM software. A wealth of easy to understand information for business at your disposal; go to : => http://www.itontap.com/