Customer loyalty is vital to the success of any business, and it’s even more crucial in tough economic times. Existing customers represent your company’s most reliable sales opportunities.
Here are a few ways you can use Sage MAS 90 and MAS 200 ERP to build customer loyalty.
Never before has providing your customers the right products and services, at the right time, been more important. Take the time to analyze your existing customers’ needs. Is there a new service or product available that they could benefit from? Are there accessories or related items that may be of interest to your customers? Make certain that you are promoting these items to your customer base. Contact your customers and make an appointment to demonstrate the new items, introduce a service, or at least mail or e-mail the brochure or feature sheet and follow up a week or two later. Sage MAS 90 and 200 store detailed product sales history by customer. Using this data, it is simple to identify and contact customers who have purchased a specific product or service from your company.
Do you sell consumable items? Analyze your customer buying patterns so you have an idea when they may need to reorder. Then set up reminders to contact these customers in advance to secure the order.
Create incentives for your customers to buy from you — and only you. Offer quantity discounts, or a percentage off an order above a certain dollar amount, for example. Hold a special sale only for current customers to reward their loyalty. Sage MAS 90 and 200 support a wide variety of product and order discount structures to support your customer loyalty programs.
Focus On The Best
Do you know who your top customers are? It is important that you and your customer-facing employees have this information to ensure they remain your top customers. Set up a Business Insights Reporter view that shows you who your best customers are and another that shows monthly or quarterly sales to those customers. Consider using Business Alerts to notify you when a top customer hasn’t placed an order in the last x-number of days.
Make a point of contacting these customers and asking for the order, or determine why they are not reordering. By staying on top of this information and taking appropriate action, your customers will know you that you value their business — and are likely to remain loyal.
Strive For Excellence
Make it easy for your customers to tell you how your products or services could be improved. Soliciting this information can help you improve before you lose your customer — and their future positive reference.
Send periodic surveys to your customers to find out how you could be serving them better. Several online survey tools are available, add a link to the survey to your invoices and statements you send by e-mail to your customers. Another option is to include a short satisfaction survey printed on a postage paid and self-addressed postcard with each shipment.
Be sure to follow up on the suggestions you receive and let your customers know you appreciate their feedback.
Invest In Your Employees
Remember that companies don’t deliver great customer service, people do. Promote a company-wide culture of respect and courtesy from the top down.
Treat your employees or co-workers with the same respect you expect them to show your customers. Ensure that your customer-facing employees are trained to deliver the kind of customer experience
you want to be known for and empower them to make customer-satisfaction related decisions on the spot.
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