CUSTOMER IS KING
“Your most unhappy customers are your greatest source of learning”
– Bill Gates, Founder of Microsoft
For any business of any location, industry, size, or type, clients or customers are your raison d'être. This word in French means “reason for existence”. Isn’t it true? Without them, you would not exist, for that matter, no business can exist. As we all know, the customer is king and always right. The relationship and rapport between a customer and business owner are sacrosanct, be it a food truck owner, retail store, industrial warehouse, or an FCMG conglomerate. Currently, due to stiff competition between so many players in each domain, it is excellent customer service and treating the customer like a king which ensures who comes out a winner and who bites the dust.
There is this case in Hauz Khas village complex, South Delhi where one complaint on social media by an irate customer led the downing of a popular restaurant a few years ago. Such is the power of the customer and you can ignore their power only at your peril. For all companies besides having customer care teams, etc. the use of tech to please customers is the next best thing. Investing in a good Customer relationship management (CRM) platform such as salesforce is vital. All communication (good, bad, and ugly) needs to be tracked as well as likes & dislikes of customers which can be channelized for future strategies.
Freeing up the team members to deal with important responses from unhappy customers etc. is enabled through various online tools and software. The focus is solely on the clients with tools such as Chatter which is linked to their CRM.
No company can now stay away from CRMs such as salesforce. These platforms provide a 360 degree and holistic view to the owners and management of each client, engagement, issues, resolutions, opportunities, etc. This results in the company increasing its customer delight ratios, optimizing resources, streamlining processes, and checking wasteful expenditure. Now isn’t that a great reason to invest in a CRM.
We spoke to Madhukar Dwivedi who runs an astrological consultancy in Gurgaon on his unique business and using a CRM platform. He says “I have now collated all the client's data in one centralized place, it helped me to track their history and our past experiences. Thus, enabling a more focused approach on my part in dealing with them on a continuous basis. My business has seen an upswing since I harnessed technology to which I was earlier averse.”
More business owners and consultants like him are using CRM and other tools to engage with the clients, and keep them returning as well as referring others to businesses such as yours.