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Posted: Mon Dec 09, 2024 10:02 am
For a marketing agency, maintaining a healthy relationship with clients is vital. In fact, a satisfied client is the best way to gain new ones and improve your services.
In some cases, everything goes well, the customers are happy, the communication flows and you manage to do your job.
Other times, less so. When we find ourselves having to work for a client who lacks strategic vision and willingness to invest time and resources in defining and implementing their value proposition, the relationship becomes complicated.
We move forward slowly and perceive the difficulty in making the client vietnam mobile phone numbers database understand how necessary it is to take a step back, analyze and reflect before acting.
Furthermore, in some cases, the client “washes his hands of it” and tends to leave everything to us, expecting immediate results; in other cases, he holds the reins of his marketing approach tightly, not allowing us to carry out significant actions such as, for example, optimizing advertising investments or segmenting the audience to better direct communication.
We asked ourselves, therefore, what we can do to better manage the relationship with customers and we identified some key points to keep in mind.
1. Know your customer
Avoid assumptions and get straight to the point . Try to get to know your client thoroughly right from the start of the collaboration relationship. Analyze the starting situation but above all invest time in understanding what their goals are, their hopes, and the expectations they place in you.
How? Ask the right questions , perhaps through a short and well-structured questionnaire. The data collected will certainly be more reliable and will allow you to choose the most appropriate way to establish a profitable working relationship.
Read also: The right questions to find new customers with a simple questionnaire.
2. Involve the customer within the workflow
If you have the opportunity, involve the customer in the process of creating what they have requested. This, in fact, could be one of the best solutions (along with training) to overcome the problem of poor propensity to delegate . Online workflow management software that allows multiple users to participate remotely in the design and implementation phase can help us: Asana , Trello , Slack .
3. Work on CRM (Customer Relationship Management)
Customer Relationship Management is one of the most valuable tools to implement to improve customer relationships while maintaining a high focus on their needs .
Through dedicated platforms , it is possible to keep an organised history of relationships with each contact, check concluded and potential sales processes and rework proposals and estimates differently from those already rejected previously.
Doesn't that sound exciting to you? We do, and in fact, for our CRM we use an exceptional tool that is particularly suited to the needs of a marketing agency: HubSpot.
4. Keep the customer relationship active with frequent reports
If you have a habit of disappearing for weeks at a time, know that those absences often irreversibly deteriorate the relationship with the customer.
No matter how many strategic actions you laid the groundwork for in those days, it must have seemed like an eternity to the customer in which you did nothing but neglect them and leave them alone.
To avoid disastrous communication interruptions, set up a periodic call to take stock of activities and to gather feedback and evaluations .
Don't hide any problems or unforeseen events but communicate everything clearly so that we can intervene in time and find a solution.
Of course, calls are also the time to nurture and mature the relationship with the client through constructive exchanges and analysis of the results achieved .
5. Offer training sessions such as webinars or workshop days
“Customers don’t understand.” If this is your most frequent source of frustration, then it’s time to start working on your way of explaining yourself. Often, we don’t understand each other because we have little knowledge of each other’s world. Let’s start sharing knowledge with our customers through webinars on specific topics or in-person workshops .
If you are thinking that your customers will no longer need your services, you are wrong. In this way, in fact, misunderstandings are more easily avoided and, in the best case scenario, your customers will also become allies with whom you can share new experiments and projects.
In some cases, everything goes well, the customers are happy, the communication flows and you manage to do your job.
Other times, less so. When we find ourselves having to work for a client who lacks strategic vision and willingness to invest time and resources in defining and implementing their value proposition, the relationship becomes complicated.
We move forward slowly and perceive the difficulty in making the client vietnam mobile phone numbers database understand how necessary it is to take a step back, analyze and reflect before acting.
Furthermore, in some cases, the client “washes his hands of it” and tends to leave everything to us, expecting immediate results; in other cases, he holds the reins of his marketing approach tightly, not allowing us to carry out significant actions such as, for example, optimizing advertising investments or segmenting the audience to better direct communication.
We asked ourselves, therefore, what we can do to better manage the relationship with customers and we identified some key points to keep in mind.
1. Know your customer
Avoid assumptions and get straight to the point . Try to get to know your client thoroughly right from the start of the collaboration relationship. Analyze the starting situation but above all invest time in understanding what their goals are, their hopes, and the expectations they place in you.
How? Ask the right questions , perhaps through a short and well-structured questionnaire. The data collected will certainly be more reliable and will allow you to choose the most appropriate way to establish a profitable working relationship.
Read also: The right questions to find new customers with a simple questionnaire.
2. Involve the customer within the workflow
If you have the opportunity, involve the customer in the process of creating what they have requested. This, in fact, could be one of the best solutions (along with training) to overcome the problem of poor propensity to delegate . Online workflow management software that allows multiple users to participate remotely in the design and implementation phase can help us: Asana , Trello , Slack .
3. Work on CRM (Customer Relationship Management)
Customer Relationship Management is one of the most valuable tools to implement to improve customer relationships while maintaining a high focus on their needs .
Through dedicated platforms , it is possible to keep an organised history of relationships with each contact, check concluded and potential sales processes and rework proposals and estimates differently from those already rejected previously.
Doesn't that sound exciting to you? We do, and in fact, for our CRM we use an exceptional tool that is particularly suited to the needs of a marketing agency: HubSpot.
4. Keep the customer relationship active with frequent reports
If you have a habit of disappearing for weeks at a time, know that those absences often irreversibly deteriorate the relationship with the customer.
No matter how many strategic actions you laid the groundwork for in those days, it must have seemed like an eternity to the customer in which you did nothing but neglect them and leave them alone.
To avoid disastrous communication interruptions, set up a periodic call to take stock of activities and to gather feedback and evaluations .
Don't hide any problems or unforeseen events but communicate everything clearly so that we can intervene in time and find a solution.
Of course, calls are also the time to nurture and mature the relationship with the client through constructive exchanges and analysis of the results achieved .
5. Offer training sessions such as webinars or workshop days
“Customers don’t understand.” If this is your most frequent source of frustration, then it’s time to start working on your way of explaining yourself. Often, we don’t understand each other because we have little knowledge of each other’s world. Let’s start sharing knowledge with our customers through webinars on specific topics or in-person workshops .
If you are thinking that your customers will no longer need your services, you are wrong. In this way, in fact, misunderstandings are more easily avoided and, in the best case scenario, your customers will also become allies with whom you can share new experiments and projects.