Customer Relationship Management plan
Long term customer relationship is built on the action that salesperson take and manifest itself whenever there is a trust from the customers. To build trust, one must show a high level of professionalism, care and integrity. Mostly salespersons show care by listening carefully to customers and showing them they are essential. However, for international Waters salespersons does the opposite and keeps on over-promising the customers following the high competition witness. Such broken promises have been facilitating undermining of the customer’s trust leading to poor long term customer relationship. This paper looks forward to fixing such flaws meant by the salesperson and improve client retention.
The following goals shall be put in place. Firstly the creation of a special team that will be focused on improving customer engagement by the end of April 2020. Secondly, implement a self-services system by the end of the year. Also, improve the customer feedback system in a duration of three months. Expose the salespersons to a one month course on how to interact, listen and serve the customers. Lastly, increase the number of customers coming back by 5% by the end of March.
Just as the products of the company contain water features and spa, adverts for the company shall also incorporate water features with people relaxing in a hotel next to a coastline. This would assist in creating the first impression of relaxation as articulated in the mission of the company. To ensure uniformity, both adverts and property as well some products of the company shall have similar features.g. Don't use plagiarised sources.Get your custom essay just from $11/page
The company will utilize the following outline for training its employees
Customer approach and maintenance of long term relationship
To introduce the concept of long term customer relationship and fundamental principles surrounding it
To develop a good understanding of why it is vital to maintain a long term relationship with the customers.
Teach how salespersons can deliver customers services based on care and translate it into daily practice.
Professional standards and ethics
Learning objectives
To introduce employees to professional standards and ethics
To identify and understand critical ethical concepts in a customer relation
To assist employees in understanding the value guiding customer services
Understanding customer long term relationship development
Learning objectives
to develop a fundamental understanding of essential customer relationship development.
to understand the primary requisite for customer long term relationship development
to understand the impact of attachment to customers
Working together
To assimilate the concept of corporate coordination and thus, the essentials of partnership in the care of the customers.
To understand the responsibilities and roles of salespersons in enhancing long term relationship with the customers.
To be able to practice an inclusive of customers in the pursuit of creating long term relationships.
The company looks forward to incorporating influencers to get their brand out to the targeted market. Influencers who have established vast audience and acquired their shall be the priority for the company where it will help them to discuss the brand in their content to assist in reaching and boosting sales. Upon the establishment of a coherent relationship with the influence, the company will budget cost for the influencers to work with them for a prolonged period.
The company will offer several opportunities for product testing. First, will award cash to compensate those interested in testing their product. This would allow them to earn also by completing surveys at a specific cost. Besides, members involved will earn points by completing a survey based on the company products testing, which they can exchange for gift cards. Lastly, those involved are likely to acquire several products for free by just engaging in product testing for the company.
In the company, some of the touchpoints are negative reviews of the company’s products online which repel customers once they visit the hotel. The company has incorporated online reputation management tracking to solve the problem. Secondly, the salespersons’ interaction while serving the customers has also been a point of concern to the customers, and the company has taken the initiative to train its salespersons.
IW would use social media such as Instagram to promote its newly established services where it intends to encourage its customers in the platform to the fun of the brand. By so doing the company will create connections and involve its users in the brand. Besides, it intends to share daily news and exciting developments of the company with customers who are allowed to air out their opinions.
Creation of value of the customer is critical for the company’s sales. As a result, the company will create value by first of understanding what different customers recognize as a value upon which the company will proceed to give customers prices that make them feel they greeting more than what they are paying. Besides, the company will make it convenient for the customers to buy and how he/she wants to buy and pay. Lastly, the company will make the client feel valued by training its workers to be attentive to customers and make it easier for the customer to contact the company and assurance of answer to be given as promised.
To ensure customer retention is achieved, the company will form a body to monitor the salesperson operates to establish if they have incorporated what they are learning during training. Besides, a close monitor of the customer records shall be looked upon regularly. In conclusion, to improve customer retention, the company emphasize training afresh its salespersons and modifying its brand as well as reaching out for more customers through influencers.