About This Chapter
Post-Sale Customer Relationship Management - Chapter Summary
Even after sales are closed, it's still important to nurture relationships with clients. This chapter examines a variety of post-sale customer relationship management (CRM) concepts pertaining to customer service, loyalty, satisfaction, conflicts and complaints. You'll also learn methods and strategies for improving the overall customer relationship experience. Work through this chapter at your own pace, and be sure to take the accompanying assessments to master these CRM topics. The chapter is accessible 24/7, and you can use the Ask the Expert feature if you need any extra help with the material. By the end of the chapter, you should be able to:
- Build customer loyalty
- Implement a customer relationship management and customer loyalty programs
- Improve retention by measuring customer satisfaction
- Resolve customer service conflicts and complaints
- Personalize the customer service experience
- Evaluate marketing technologies for customer relationship management
- Focus on customers through CRM
- Use social media in your CRM efforts
- Describe CRM in small business context
- Anticipate potential CRM issues
1. Building Customer Loyalty With Good Customer Service
Creating loyal customers is easier than you may think, and it's vital to develop skills for good customer service. This lesson outlines six key elements in delivering extraordinary service.
2. Implementing Customer Loyalty Programs & Incentives
In the competitive marketplace, it can be difficult to build loyalty with customers and keep them coming back to your business. Implementing a customer loyalty program and offering incentives can help build your repeat business.
3. Measuring Customer Satisfaction to Improve Retention
Customer satisfaction is the key to a successful business. This lesson will discuss different customer satisfaction measurements that can improve retention and build relationships with customers.
4. Resolving Customer Service Complaints & Conflict
Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.
5. How to Personalize Customer Service
This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.
6. Customer Relationship Management and Marketing Technology
Customer relationship management helps companies retain customers and boost the effectiveness of their marketing strategies. Watch this video to see how customer relationship management is guided by technology to provide the most appropriate level of customer service.
7. Customer Relationship Management: Using CRM to Focus on Customers
Customer relationship management (CRM) is an enterprise business system that organizations utilize to acquire, enhance, and retain relationships with customers. This lesson explores how CRM helps organizations become more customer-focused and profitable by combining functional processes with business operations.
8. Social Media in Customer Relationship Management
Social media has become one of the biggest ways organizations connect with their customers. This lesson will provide you with advantages and strategies for using social media to enhance customer relationship management (CRM).
9. Implementing Customer Relationship Management
Customer relationship management (CRM) is a critical business concept that is used to manage marketing, sales, and customer service functions. In this lesson, you'll learn about the main steps that are necessary to implement a CRM process.
10. Customer Relationship Management for Small Businesses
Every small business needs a customer relationship management (CRM) system in place. This lesson will define customer relationship management and take a look at some challenges businesses face in using CRM and tips for overcoming them.
11. Potential Issues in Customer Relationship Management
When businesses collect information about their customers to improve service, they need to be careful that their efforts don't backfire. This lesson takes a look at potential issues with the use of customer information.
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