Some companies rely on luck to grow their business – they hope they hire the right people, they hope they target the right prospects, they hope that they have a winning proposal. Other companies implement CRM and Web strategies – only to find that they are too difficult to bring to completion – their CRM system ends up as an expensive rolodex and their website is a glorified brochure.
Customer Connect developed LUCK™ based upon implementing successful CRM and web projects for dozens of clients.
Starting and growing a relationship with a customer is based not on broadcasting a one-size fits all message. Relationships start with listening. Good relationship managers ask smart questions and remember the answers. Businesses that are serious about building relationships that last make a point of tracking what their customers are telling them. They remember what customers tell them on their website, in their sales meetings, in their customer service inquiries and in their accounting transactions. And they make this information available to every person in the business who needs to interact with the customer.
But listening isn’t enough. The people in the business need to process what they have learned about the customer. Customer relationships are developed by understanding the customer. What is the customer asking for? What do they need in order to be successful? How do their needs connect with your products? Is there something that you can’t do for the customer – if so, can you link them up with a partner to take care of their needs?
Only after the customer has been heard, and their needs are understood, should the business begin communicating with the customer. Many businesses have this backwards – they try to communicate with the prospective customer before they really know anything about them. Smart businesses develop relationships by connecting with customers in a personalized and relevant way. Businesses that do this train their customers to pay attention when they speak to them – because the customer knows that every communication from the people in your business will be valuable and relevant to them.
No one is perfect at building relationships all the time. For this reason, there is a final step to building relationships that last. The business that is dedicated to staying ahead of the competition measures results. By knowing the results of your customer interactions, you can constantly improve. Results are measured in sales transactions, repeat customer business, referrals and customer feedback. This data, when tracked in the “corporate memory” (i.e. a CRM system) becomes a source of continuous intelligence to refine your approach.
Every person who successfully handles relationships is already following the LUCK process in some form. But when your business has thousands of customers or dozens of individuals who work with customers – you need the right tools to automate the LUCK process. The tools that Customer Connect provides (Microsoft CRM, Salesforce.com and Web 2.0 tools) give businesses the ability to significantly accelerate their LUCK with every customer.
We follow the LUCK process ourselves. From sales, to providing service, we start by listening to our client’s needs, we understand their specific situation, and connect them with a solution that will deliver the results that they need. Our team finds ways to proactively make our customers more successful than they thought they could be – and we don’t rest until we know our projects have delivered successful results. We know we have been successful when our clients give us testimonials, referrals and repeat business.
Some companies rely on luck to grow their business – they hope they hire the right people, they hope they target the right prospects, they hope that they have a winning proposal. Other companies implement CRM and Web strategies – only to find that they are too difficult to bring to completion – their CRM system ends up as an expensive rolodex and their website is a glorified brochure.
Customer Connect developed LUCK™ based upon implementing successful CRM and web projects for dozens of clients.
Starting and growing a relationship with a customer is based not on broadcasting a one-size fits all message. Relationships start with listening. Good relationship managers ask smart questions and remember the answers. Businesses that are serious about building relationships that last make a point of tracking what their customers are telling them. They remember what customers tell them on their website, in their sales meetings, in their customer service inquiries and in their accounting transactions. And they make this information available to every person in the business who needs to interact with the customer.
But listening isn’t enough. The people in the business need to process what they have learned about the customer. Customer relationships are developed by understanding the customer. What is the customer asking for? What do they need in order to be successful? How do their needs connect with your products? Is there something that you can’t do for the customer – if so, can you link them up with a partner to take care of their needs?
Only after the customer has been heard, and their needs are understood, should the business begin communicating with the customer. Many businesses have this backwards – they try to communicate with the prospective customer before they really know anything about them. Smart businesses develop relationships by connecting with customers in a personalized and relevant way. Businesses that do this train their customers to pay attention when they speak to them – because the customer knows that every communication from the people in your business will be valuable and relevant to them.
No one is perfect at building relationships all the time. For this reason, there is a final step to building relationships that last. The business that is dedicated to staying ahead of the competition measures results. By knowing the results of your customer interactions, you can constantly improve. Results are measured in sales transactions, repeat customer business, referrals and customer feedback. This data, when tracked in the “corporate memory” (i.e. a CRM system) becomes a source of continuous intelligence to refine your approach.
Every person who successfully handles relationships is already following the LUCK process in some form. But when your business has thousands of customers or dozens of individuals who work with customers – you need the right tools to automate the LUCK process. The tools that Customer Connect provides (Microsoft CRM, Salesforce.com and Web 2.0 tools) give businesses the ability to significantly accelerate their LUCK with every customer.
We follow the LUCK process ourselves. From sales, to providing service, we start by listening to our client’s needs, we understand their specific situation, and connect them with a solution that will deliver the results that they need. Our team finds ways to proactively make our customers more successful than they thought they could be – and we don’t rest until we know our projects have delivered successful results. We know we have been successful when our clients give us testimonials, referrals and repeat business.