What is the best way to nurture clients?
In sales, what's the best way to nurture clients? I've read about different software and in-person tactics. Is nurturing through software or in-person better? Or should I do both? What do you think? Please share any experience you have had with either type of method. Thanks!
From what I've seen, it always start with in-person tactics. It does necessarily have to be eye-to-eye, but it's a phase of establishing mutual trust between seller and buyer. From that point, customers often seem to be fine with being able to interact with your company on their own terms (your website, your online support, login to your customer portal, etc.).
Of course it depends on the complexity of the product / service we're selling, but there's is an enormous amount of learning from customers that must take place during the initial phases. From that point, I believe in finding methods to empower your customers to find the information they need on their own.
If we can automate a good portion of the simpler customer inquiries, it opens up time for more in-person meetings.
Can't agree more with what has been already said. I personally would go for a good mix. For example, if you have good relationships with your clients then adding their birthdays and holiday greetings to an automated solution will work wonders. And you don't need to worry about forgetting a birthday or anniversary. This will go a long way if you plan this ahead for the year. However picking up the phone or visiting former customers or current ones will still have a bigger and more positive impact on your business. If you have really good customers who are buying regularly from you then you could even add a gift basket, a free cinema visit or dinner for 2 etc as a thank you for special anniversaries or birthdays. And hand delivering them will definitely have a great impact and makes you stand out. Just my 5 cents.
1. Suggest implementing CRM
2. Offer discounts and premiums
3. Test new products for free
4. Offer volume order incentives
Do both. But personal is always better. Give, give, give and then ask if they want to buy something or something in addition to the first buy.
Your customers are key. If you mean your paying customers. They spread the word. So after you sold something, the work begins, it never stops. You give a lot. Start #askrobmclaughlin and answer each questions they have for free. After a while you can sell something else to them. Through this they will sell you to their relationships.
What is you expertise area?
Study each day. Become better each day. Spread you knowledge in any way you can. Work 14 hours a day. make sure to stay healthy, eat less, eat better, meditate, exercise, drink lots of water, drink lukewarm warm with fresh pressed lemon and so on. This will keep you going. And use Twitter, get to know your customers even better. If they are not on twitter dive into other Social Networks. That's were you need to be. All the information about your customers is there. Use it.
http://bit.ly/1qR7epk awesome products
This sounds totally corny, but the best way I've found to nurture clients is to sincerely have their best interests at heart. I really like my clients and want them to succeed. I become aware of their challenges and opportunities and seek out any information that will help them. For instance, when I get a new or potential client, I scour news and sign up for appropriate Google Alerts so I can relay to them immediately any time their company is mentioned. They really appreciate this. Other hands on: I respond to emails instantly and am always pleasant. I also send hand-written holiday cards and thank you notes. This is on top of regular email marketing, which is also extremely effective if you target your mailing list correctly.
Lifecycle Marketing http://www.infusionsoft.com/lifecycle-marketing-workshop through software with human touch when needed for personal touches. Done well, you can make the client feel like they are interacting with a real person and not a software.
Would love to hear the medical idea you have in mind!
The client is the life blood of your business. I would make sure you do all the following, some in person and some thorough other means, such as, email, text, etc.
1.Know why they became your client and show them respect. Most client's want a relationship with someone they trust.
2.Be timely and respond to them when they call
3.Schedule times you plan to reach out and touch your clients.
4.Recognize their Birthday, Anniversary and their achievements via a telephone call or mail. This includes their family.
5. Invite them to an event, a networking meeting, presentation they may have an interest in, ball game or golf outing.
6. Make sure and this is the most important. Deliver the caliber of the work you promised them.
7. Consider doing client events that are fun.
We do an Antique Roadshow each year. The only requirement is for the client to bring a guest, so we can introduce them to our firm.
Make it fun, informative or of interest to the client and be sincere. If you treat them well and let them know you care, they are your clients for life. If you treat them like a customer, they will be your competitors client tomorrow.
What a great question! Twofold answer.
The hardware you are referring to I am going to assume is some form of a CRM like Salesforce or Microsoft Dynamic. The hardware does nothing but track and record the data that you, yes you personally input. Some tasks can be automated like sending out a mass newsletter or email announcement, but it still requires input on your part to maintain the metrics and tracking.
Besides, the word Nurture in and of itself implies human connection and contact. So in managing a client relationship you have a number of different tools you can use to reach out and touch a client. I propose the best nurturing occurs person to person.
Give some thought to understanding the DISC profile of your customers. Do they process their world and speak in Visual, Auditory or Feeling words? What is their preferred style for communicating and receiving information?
Great question! A commonly neglected practice that yields great results!
Sending surveys is a good idea. Upsell and cross sell offers can be good too. But, what I find is the greatest missed opportunity is to share tips, tricks and advice on how to use and benefit from the products they've already purchased.
Most important - automate it. Use an automated email campaign to be sure you're staying in touch with clients, even when you don't have time.
If your have the confidence to meet face to face - this would be better option. It allows you to meet the client and team, understand their requirements and form a working partnership for future projects. You could go down other routes, yet you may not get such a insightful opportunity to know their business better.