Client support and relationship are the key functions of any business which act as a backbone for its business development and strategic implementation of long term goals. An outstanding client support and relationship helps to groom and establish the brand name of a company, while maintaining overall operations and focusing client satisfaction to optimize mutually valuable relationship between consumers and organizations on durable basis. The way customers are welcomed and treated can greatly influence their future decisions to do business with a company. Effective customer relations strategies include back and forth communication via voice and non voice channels, analytical and problem solving attitude with teamwork based on the organization's commitment to meet customer needs. Customer relationship management has four key activities called customer life cycle. The first phase is customer selection: e-business facilitates and improves target customers through segmentation process. Final Touch Inc believes in providing valued features to the clients at its feasible location by categorizing them in smaller segments so that it can be carried out easily. Second phase is customer acquisition: client acquisition can be carried out by making promotions, providing incentives and services, profiling them and through direct emailing. Basically customer acquisition is the process of attracting customers for their first purchase. The third stage of client support and relationship management is customer retention. Customer retention ensures that customers can return and buy for a second time. This is most likely to be the purchase of a similar product or service, or the next level of product or service.
Final Touch Inc focuses to use ServQual formula which is an essential thing to retain customers for long term. It is the combination of service with quality and also includes intangible ingredients like reliability, keeping promises, responsiveness, assurance, trust, professionalism, empathy, caring and specialized services in order to make your client feel that your company stands out from the crowd. Moreover Final Touch evaluates online customer behavior through recency analysis: which is the total time elapsed since last action or query of customer. Frequency analysis that is the frequency of queries made. And lastly monetary value analysis: value of purchases made and future potential of purchases.
The fourth and last stage of client relationship management is customer extension. Customer extension introduces products and services to loyal customers that may not wholly relate to their original purchases. These are additional, supplementary products. It includes increasing life time value of the product or service by reselling, up selling and reactivating. Few other tips for the client management and satisfaction are to call the client and discuss the situation and tentative solutions. Always keep your client informed when things go wrong. Watch those promises and do not promise what you can not deliver. Lastly keep adding the value to you and your business by bringing the client ideas.
