MRKT 455 Lecture Notes - Lecture 13: Relationship Marketing, Customer Satisfaction, Customer Service
Document Summary
What are the reasons to provide follow-ups: reputation, trust, build relationships, help get appointments. Customer satisfaction, retention, and engagement: under promise, over deliver, customer satisfaction, relates to met expectations , refers to feelings towards purchase, satisfied customers tend to continue to buy, building loyalty, building barriers to competition. Technology and customer service/satisfaction: customer relationship management (crm) software, tracking customer needs, maintaining contact with customers, discovering buying patterns, generating reports. Improving your effectiveness: determine beforehand what is important to accomplish in sales call, develop a pre0call checklist, develop a post-call checklist, assess if you achieved goals. When: who, usually everyone who makes a purchase, depends on, customer (personality, if new or repeat, nature of product, potential for future sales, when, it depends! In doing so, you address an issue before it gets to the top. Ex: linkedin: set aside a time each day or a day each week to follow up inbox)
