客户协作的最佳实践Best practices for customer collaboration

花时间与客户合作可帮助您的组织更好地预测客户需求,并开发可创造真实价值的产品和服务。Spending time collaborating with customers helps your organization better anticipate customer's needs and develop products and services that create real value.

为什么重要Why it matters

以下是基于忠诚度经济中介绍的研究 :您是否 undervaluing 客户?优化销售并在大型数据和机器学习的年龄和客户之间建立连接,以及 如何使优质销售人员 文章:The following are based on research presented in the The loyalty economy: Are you undervaluing your customers?, Optimizing sales and connecting with customers in the age of big data and machine learning, and What makes great salespeople articles:

  • "... net 净中其行业顶部的公司在三年或更多年的得分或满意度排名—增加了收入约2.5 倍于其行业对等方的速度。"...companies at the top of their industries in net promoter scores or satisfaction rankings for three or more years—grow revenues roughly 2.5 times as fast as their industry peers. 然而,公司和投资者继续优先考虑客户关系的季度收入 ... "Yet companies and investors continue to prioritize quarterly earnings over customer relationships..."
  • "与客户花费更多时间;较大的内部网络;还有更多时间与经理和高级领导一起花费。“More time spent with customers; larger internal networks; and more time spent with managers and senior leadership. 无论区域、区域或销售角色是什么,这三个行为都会持续存在,建议它们是取得成功的基本成分。These three behaviors persisted regardless of region, territory, or sales role, suggesting that they are foundational ingredients for success.”

最佳做法Best practices

  • 对关键外部联系人使用 MyAnalytics 重要人员列表 ,这样可以即时通知来自他们的电子邮件,并更有效地响应其请求,以及提醒以安排时间与他们进行连接。Use MyAnalytics Important people list for key external contacts, which enables immediate notification of email from them, more efficient responses to their requests, and reminders to schedule time to connect with them.
  • 创建一个共享 团队频道 ,其中包含关键客户的直接、非正式聊天和对紧急请求的提示响应。Create a shared Teams channel with key customers for direct, informal chats and prompt responses to urgent requests.
  • 鼓励员工与客户建立更深入的关系。Encourage employees to build deeper relationships with customers. 通过开发客户理解,员工可以确定客户的情绪需求,并了解与客户建立长期关系的方式的原因和响应。Developing customer empathy enables employees to identify the emotional needs of their customers and understand the reasons why and respond in a way that creates a long-lasting relationship with customers.
  • 找出可腾出员工在管理任务或内部会议上花费的时间的机会,以便他们有更多的时间花在管理任务或内部会议上。Identify opportunities to free up employees’ time spent on administrative tasks or internal meetings, so they have more time to spend with customers.
  • 促进与客户的直接交互,即使在 "后端办公室" 函数中也是如此。Facilitate direct interaction with customers, even in “back office” functions. 每个员工都会以某种方式影响客户体验,并与客户进行交互,从而更好地了解客户需求及其成功和挑战。Every employee impacts the customer experience in some way and interacting with customers enables a better understanding of customer needs and their successes and challenges.
  • Democratize 客户见解与面向客户的团队合作,创建可帮助用户帮助推动决策的文化。Democratize customer insights with customer facing teams that create a culture where customers can help drive decisions.
  • 创建包含和信任环境以促进敏捷协作。Create inclusive and trusting environments to facilitate agile collaboration. 维护大型、稳定和 diversified 内部网络的员工通常更好地利用其连接快速响应客户需求和提高客户满意度。Employees who maintain large, stable, and diversified internal networks are often better positioned to leverage their connections for quickly responding to customer needs and driving customer satisfaction.

更改 catalyst:使用最重要的外部联系人跟踪时间Change catalyst: Track time with most important external contacts

创建顶级外部、客户关系的列表,并将每月报告分发给团队,以显示花费了多少时间以及与既定目标进行比较的方式。Create a list of top external, customer relationships and distribute monthly reports to your team that shows how much time was spent with them and how that compares with established goals.

工作场所分析最佳实践Workplace Analytics best practices