Keep Your B2B Customers Happy With Excellent After Sales Service
As a business leader, it is crucial that you are able to develop an overview of your venture. This not only includes each individual component of the businesses infrastructure, however, but also the external conditions that can undermine widespread economic growth. The demands of the business market also require you to understand processes and the relationship that exists between each individual aspect of your venture. If your business is product orientated, for example, you will need to develop marketing, distribution and sales strategies that work seamlessly with one another.
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After sales also represents an important consideration, as this has a direct impact on driving customer loyalty and future growth. Fortunately, modern technology can play a pivotal role in driving your after sales service, including through the following examples: -
Delivery and Distribution
Once a product is sold, it is tempting to consider this as money in the bank. This is not necessarily the case, however, as the failure to deliver on time or responsibly can render the transaction null and void. It can even cost your company money, so it is crucial that you utilise logistical technology and software to meticulously plan your routes. You should also take advantage of real-time scanning and PDA (Personal Digital Assistant) devices, which help you to track packages as they are being shipped and relay accurate information to colleagues and customers alike.
Customer Satisfaction and Retention Marketing
Retention marketing is big business in 2014, as brands are more driven than ever to maintain their existing consumer base and use this as a platform to help them expand further. Contemporary technology can help you to achieve this goal, with specific examples of software available to manage your companies CRM (Customer Relationship Management) strategy and deliver a seamless after sales service. There are even products that have been designed for specific industries, such as in the salon sector.
Respond to Customer Complaints in Real-time
The development of social media is arguably the single most impressive technological advancement in recent times, and this has had a huge impact on the way in which businesses communicate with the staff. It has also revolutionised the delivery of after sales services, especially in relation to customer service and the handling of consumer complaints or queries. More specifically, social media enables companies to answer complaints and interact with customers in real time, minimising their dissatisfaction and helping to lay the foundations for a fruitful relationship.