Comment gérer la relation client dans une entreprise à faible marge ?

Focus on setting initial expectations with the customer. Being transparent is one way to achieve this. Once this expectation is set, you can automate and track the customer without investing too much time on them.

Leverage enterprise software like CRM, analytics, and segmentation for a deep dive into customer data. Identify the profitable, loyal, and at-risk segments while tracking satisfaction, feedback, and referrals.

100% true i Can add also a bit of patience and wise by creating a strong relationship in other to stay in the mind of customer. There at the right time, in the good place and in the best way.

É importante saber desde o início quais são os objetivos/metas do seu cliente. Tendo isso como guia, evita-se muito retrabalho uma vez que os projetos estiverem em uma etapa mais adiantada.

Managing customer relationships in a low-margin business requires a strategic approach focused on maximizing value and efficiency. Firstly, it's essential to prioritize customer retention over acquisition, as retaining existing customers is typically more cost-effective. This involves providing exceptional customer service, building strong rapport, and consistently delivering high-quality products or services.

In a low-margin landscape, a scalable multi-channel communication strategy is key. Tools like Gainsight, Totango, and Pendo enable scalable campaigns with a 'tech touch'—a one-to-many approach that drives broad assistance while managing costs effectively. Think of ways to create an "engine" across all of the touch points that drives anything from automated onboarding emails to alerting where you need to connect with a client 1:1. If you go even further and integrate a tool like Calendly, the you can automate scheduling communication as well. Regardless of what you do, you can't just buy a tool. There needs to be a planning, strategy, and standardization across your customer journey before you can automate completely.

Harness the power of tools like email marketing, chatbots, and social media to provide relevant and timely information. In a low-margin landscape, embrace scalable multi-channel communication.

Numa empresa com baixa margem, talvez uma boa ferramenta de CRM, CX e Atendimento seja inviável. Entra ferramentas mais simples como SMS, WhatsApp, além de uma gestão mais manual dos clientes via ferramentas gratuitas ou com baixo custo como Excel/Sheets, Notion, Etc… Além de manter página nas redes sociais com uma régua de publicações/comunicações que seja eficientes. O design das peças pode ser feito via Apresentações/PowerPoint ou ferramentas como Canvas. Importante ter uma estratégia bem definida, um target, um tom de voz, linguagem, conteúdo e consistência na execução.

Here are some ways to manage customer relationships in a low margin business: 1)Evaluate low margin clients - Consider whether it's worth your while continuing to do business with customers who are generating both low sales and low profits. 2)Anticipate customer needs With a CRM systems - you can gain instant access to data such as contact information, purchase history, and customer service contact history. 3) Increase customer retention and lead conversion - Increasing your conversion rate will lead to profit margin and sales growth. 4)Invest in sales automation - Sales force automation can help sales staff manage their customer relationships more effectively. The can provide valuable insights into customer behavior and preferences.

different people have different attitudes and expectations. when customers were known well, we can provide their new or hidden needs. based on recognition of their needs and more creativity than competitors, additional value will be created for them, satisfied and never leave your services or products.it is important to believe for creating added value for our customer and their loyalty, we have-not to spend more money and budget.

Optimize operations with enterprise software such as ERP, inventory management, and quality control to ensure timely, budget-friendly, and high-quality product or service delivery. This step involves reducing costs, enhancing efficiency, and innovating offerings.

On my perspective, optimizing your internal processes would be a way to achieve a good margin and that will be manage with ERP solution, but adding smart listening, advice and feedback guarantee a strong relationship with your customers, confidence and fidelity.

Implement loyalty programs, gamification, and referral marketing through enterprise software to foster customer retention. These tools aid in creating and managing loyalty schemes, offering rewards, and building a strong sense of community.

Utilize tools such as surveys, reviews, and NPS to collect and analyze customer feedback. This step not only helps understand customer needs, preferences, and expectations but also showcases a commitment to continuous improvement and customer care.

Employ enterprise software tools like dashboards, reports, and KPIs to monitor and measure customer relationship performance. Continuous improvement involves tracking progress, setting goals, learning from mistakes, and celebrating successes.

Unfortunately the 6 sections suggested in this post seem to void. Any business, low / high margin business must have the clarity/ business model. The value proposition should be understood, competitive advantage should be understood. Once these are understood managing customer relationship becomes an extension of the underlying model. Well this is more complex in practical life than said because.. most businesses don’t focus on/ define the value, model.