What is Customer Relationship?

What is customer relationship?

Customer relationship is a special type of relationship. It begins when a customer starts dealing with your company. Every company is responsible for building customer satisfaction and loyalty. Every customer interaction with the company has an impact on clients. The relationship includes sales support, technical support, and marketing communications. Customer relationships can be measured by customer satisfaction.

Benefits of good customer relationships:

• Competitive advantage
• Customer retention
• Customer loyalty
• Increased revenue
• New customers
• Brand awareness
• Customer satisfaction

What are the principles of good customer relationships?

• Active listening
• Showing empathy
• Personalized customer experience
• Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

To retain the customers, your company needs to establish automation processes. 

Let’s divide them into categories to explain this. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently. 

 On the other hand, creating “external automation”, such as email marketing, can help you keep in touch with your customers. Both automation processes have one thing in common, which is that they help you retain your customers in different ways.

Share customer data with different departments

To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to view this.

Personalize each customer experience

Here are few ways to create a personal customer experience:

• Call the customer by their first name
• Use the customer data for better customer experience
• Keep it positive
• Self-service option/experience

Communicate

Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance: Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.

How can customer service software help your customer relationships?

It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on social media. Thus, having customer service software can help them prioritize the importance of tickets and still managing to answer the posts from Social Media or other platforms. 

Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.

If you would like to learn more about LiveAgent, read about all Features.

Watch how to build customer relationship

Building strong customer relationships is vital for the success of any business. Just like in a committed relationship, it requires nurturing and meeting customer expectations. Utilizing customer service software streamlines support, resolves issues promptly, and tracks interactions, improving response times and providing personalized service. Investing in such tools demonstrates a commitment to meeting customer needs, strengthening relationships as the business grows.

How to Build Customer Relationships: Crash Course Entrepreneurship #10 | CrashCourse10:44

CrashCourseOctober 16, 2019

Topics

• Nurturing customer relationships for a successful business
• Different types of customer relationships (transactional, self-service, automated self-service, personal assistance, loyalty programs, long-term, co-creation)
• Examples of how different types of businesses build and nurture customer relationships

Video summary

In this video, Anna Akana discusses the importance of nurturing customer relationships for a successful business. She explores different types of customer relationships ranging from transactional to co-creation. Anna emphasizes the importance of considering the needs of the customers while making decisions about the type of relationship a business wants to build with them. She also explains how different types of businesses, such as The Running Company and Salesforce, build and nurture relationships with their customers. Ashlyn's traveling bike repair service is discussed as an example of how a business can evolve their customer relationships as they learn more about their customers' needs.

Expert’s note

Customer relationship refers to the way in which a business and its customers interact and behave towards each other over time. It is critical for building customer satisfaction, loyalty, and ultimately business success.

Andrej Saxon Sales manager

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