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Mistakes that lead to the loss of your customers

Successful work with clients is the basis of the profitability of a company, organization or enterprise of any profile. The overall success of the business, its fame, and competitiveness depend on how well and efficiently the process of interacting with customers is established. When working with clients, managers often make small, at first glance, mistakes. But it is in them, in these small flaws, that the root of a more serious problem lies - the insufficient profit of the company. What are the most significant and tangible mistakes that marketers make when they work with customer managers?

Lack of CRM system
If the company's software does not have a Customer Relationship Management system, this is the first sign that the sales department is inefficient, certainly not 100%. The lack of a CRM system in working with customers is fraught with the following adverse situations:

managers and sellers maintain customer bases in their computers or phones:
Operators miss calls of important customers;
management is not able to track how work is done with different clients;
if the manager quits, then the base he has built up with him also "leaves".
After reviewing the list of these negative factors, the need emerges of the need to implement the CRM system as soon as possible. In addition to expensive solutions, there are also free versions of the DTM for working with customers (they can be found on the Internet). Naturally, their functionality is far from perfect, but even not too advanced database management system will greatly simplify and be able to structure interaction with customers. Telephony and DTM can be integrated into a single whole, which eliminates the situation when calls remain unanswered. In addition, this will allow you to monitor and control the work of sales managers.

The same specialists work with large and small clients
Marketing experts do not unreasonably believe that this situation can be considered a significant mistake. This is due to the fact that for a dialogue and sales to customers of various sizes (for example, private individuals and large enterprises) require a completely different approach. Different companies in terms of size and profile have different sales cycles, closing techniques, and a common approach:

If, as a rule, the head of a small company makes a decision, then a large enterprise has a group of top managers involved in it: director, deputy director, commercial director, and head of the supply department.
The dialogue with small companies is conducted mainly by telephone, and with large enterprises through e-mail.
Therefore, if you entrust work with large clients to a sales manager who specializes in interacting with small firms and individuals, he may encounter tangible difficulties.
In the case of small clients, the transaction usually closes 1 month after the start of the dialogue, and with large ones, six months later or even more after the start of work.
The separation of managers for work with large and small clients can be implemented in the structure of career growth. For example, a specialist begins his career path with sales to individuals and small companies, and then moves to a higher level of professionalism and responsibility.

Violation of the laws of lead generation
In the field of sales, not only the current sales volume is important, but also the forecasted one. That is why it is believed that a successful manager is one who brings the company a stable income and regularly, rather than jerkingly, is empty, then thick. In the second case, of course, it is difficult to predict anything. Why do managers have such different results?
The difference in success in working with clients depends on how specialists comply with the laws of lead generation. In other words, they incorrectly build work with leads (from the English. Lead - to lead). Leads are potential customers who in any way responded to the manager's offer. One of the marketing gurus, Jeb Blunt, concluded that lead clients, whom the manager led into the funnel within 30 days, can only be brought in for the next 3 months.
In other words, the basis of successful, stable sales is the result of careful, painstaking and constant lead generation. As soon as managers dealing with small or large clients (it does not matter) stop looking for lead clients, their income in the future may be in jeopardy. The reason is that each transaction has its own sales cycle. If the manager worked only with those clients who were in the funnel, then emptiness could form - the clients were closed, but no new ones were brought.
To avoid such mistakes in working with clients, you can strengthen the actions of the sales department by the work of call center operators. Contact Call Contact Center specialists do not allow any flaws in work, they act clearly and smoothly, focusing on increasing sales. To discuss the prospects of cooperation in this direction, call:

+380800210165
+380503957775

 

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