Voici comment vous pouvez favoriser des relations durables avec les clients.

Active listening is crucial for effective customer success management, especially in healthcare technology. Understanding your clients' needs can have a significant impact on outcomes. By engaging with your clients, you can build trust and identify opportunities for upselling and improving the customer experience. This practice is essential for retaining customers and achieving revenue growth by aligning services with customer expectations and needs.

Trust and relationships always come with opening up, being approachable, and staying ahead as a value provider to foster relationships. Consistently delivering quality, listening to feedback, and responding promptly to concerns are the recipes for a strong relationship. Consider that a tech company can offer personalized support and regular updates to its software, showing customers they are valued and their needs are met. Implementing a loyalty program can also reward repeat customers, reinforcing their importance and encouraging long-term engagement. Key Aspects: Proactive approach + Listen to understand + Communication + Enagement + Experience

Muy importante! a veces en nuestra labor de prospección y cualificación del cliente, nos enfocamos en preparar un libreto o discurso en nuestras primeras llamadas, que aunque es ganador estar preparado para enfrentar o iniciar cada reunión, es un desacierto no escuchar atentamente el cliente, podemos pasar por alto información relevante para el proceso de venta o identificación del dolor.

Customers are people. It feels good to be treated as one. This is shown when the company value is centered around the people instead of bottom line or profits. Serve customers like you listened and understood their needs. Ask for their opinion if needed, and show that it was valued by dilerving services to satisfy that need for the individual customer.

Me quedo con esa última línea, la personalización del servicio genera cercania y valor en el cliente, lo hace sentir tratado de manera especial o que le estamos dando la suficiente importancia a la relación que intentamos generar.

Provide comprehensive training to your team members on your service standards, product features, and customer interaction guidelines. Empower them with the knowledge and tools they need to consistently deliver high-quality service.

A personal favorite saying is "the fortune is in the follow up." When it comes to customer service and client relations, ensuring that you remain in contact with your long-term customers is key to maintaining business. For example. As a financial professional, it's important that I follow up with my clients every 6-12 months, as financial situations change quickly. Following up in these scenarios ensures that I, as the service, remain tailored to their needs and the client gets consistent service that molds over time to their situation. Being a reliable source of information and advice for your clients in your expertise is vital to retain loyal customers and earn potential referrals.

El acompañamiento postventa es sumamente importante, demostrarle al cliente que nuestro interés no estaba basado unicamente en el cierre si no en crear relaciones duraderas basadas en la confianza, el servicio y que puedan visualizarnos como un aliado estratégico para el alcance de los objetivos.

Solo quiero agregar lo valioso de agradecer por el tiempo dedicado al proceso, es fundamental el cumplimiento de estos acuerdos iniciales que hacemos con el cliente, y para esto requerimos de su disponibilidad para cumplir con los objetivos de cada reunión.

When requesting feedback, ask specific questions that focus on aspects of the customer experience that are meaningful to them. This could include their satisfaction with the sales process, vehicle features, post-purchase support, or overall service quality.

Es un gran termometro para la relación, esta retroalimentación permite evaluar el nivel de satisfacción del cliente y por ende desarrollar estratégias comerciales de valor.

Strive to exceed customer expectations by providing exceptional service at every touchpoint. Be responsive to their inquiries, address issues promptly, and go the extra mile to ensure their satisfaction.