An important measure of a good customer relationship is the fact that the customer stays. Companies invest a lot of money in attracting customers, but a lasting relationship is often neglected. This can result in annoyances on both sides, missed orders, and possibly the complete loss of the customer. Conversely, a good relationship can lead to new investments from the customer.
Attention for the customer
It is important to recognize any problems experienced by the customer at an early stage. In Archie, the Attention Monitor provides a powerful tool for monitoring customer contacts. The Attention Monitor shows you when and how often a customer has been contacted, which person was last in touch with them, and what the contact was about. An invaluable aid for strengthening your ties with the customer and recognizing obstacles sooner rather than later.
If a customer hasn't been in touch for a while, that could mean that everything is going great and there's nothing to worry about. But it could also mean that the customer is annoyed about something, unbeknownst to the supplier. A simple phone call or email can quickly clear things up and uncover any issues the customer may have.
Survey contract moments
To maintain a good customer relationship, it is important that everything is well documented. That includes telephone notes, emails, correspondence, helpdesk calls, as well as visits. With just a few clicks, all the information is saved in the customer's file in Archie, and the next time someone in the company contacts them, they won't need to waste any time looking for what was "agreed with another colleague" – a quick look at the screen will update you on everything you need to know.
Record the customer's intrests
It may happen that a new responsible person contacts a customer because they have expressed interest in a product or service. A big step towards winning the bid has already been made when good information about the company is available and people are interested. Previously requested quotes, for example. The details make the customer relationship. And those same details make it possible for the relationship to generate new investments. For example when a salesperson spends a quick phone call to follow up on a helpdesk call, asking the customer whether everything has been satisfactorily resolved.
Linking telephone appointments to quotes is standard in Archie. A simple method that can prevent lost sales with an existing customer.
In short: Attention equals Customer Loyalty equals Sales.