Comment gérer efficacement la relation client après l’acquisition ?

Sharing my ABC of Customer Service after acquisition A. Deliver Value and Satisfaction-Ensure a smooth transition by reducing disruptions to their existing services or accounts. Communicate the benefits of the acquisition for them, such as access to new products, features, or improved service. B. Communicate Regularly and Effectively-Be transparent and honest about the acquisition and any upcoming changes. Provide clear and consistent communication through multiple channels (email, phone, website). Address their concerns promptly and professionally. C. Build Trust and Loyalty-Go the extra mile and personalise your interactions with them whenever possible.

Com certeza devo contribuir dando apoio total ao pós venda , estar sempre junto ao cliente , e dentro deste processo de apoio por experiência propria , sempre aparecem novas oportunidades criar junto ao cliente uma parceria de sucesso não somente um simples pós venda.

There can be the key approaches: - Having regular, personalized communication tailored to the customer's specific needs, preferences, and feedback. -Utilizing CRM tools can facilitate this by tracking customer interactions, preferences, and history, enabling customized engagement and proactive service. -Implementing a structured feedback loop.It not only demonstrates that you value their input but also helps in continuously improving your product or service based on their suggestions. -Offering exclusive access to new features, loyalty programs, or educational content can enhance the perceived value of your relationship. -Responsiveness&transparency in addressing issues or concerns build trust and show commitment to their satisfaction.

Estabelecer uma comunicação regular e personalizada, adaptada às necessidades, preferências e feedback específicos do cliente. Implementar um ciclo de feedback estruturado não apenas demonstra que você valoriza a contribuição deles, mas também ajuda a melhorar continuamente seu produto ou serviço com base em suas sugestões.(pesquisas CSAT oy NPS) Oferecer acesso exclusivo a novos recursos e conteúdo educacional pode aumentar o valor percebido do seu relacionamento com o cliente. Ser ágil e transparente ao abordar questões ou preocupações ajuda a construir confiança e demonstra compromisso com a satisfação do cliente. Por último não menos importante: fazer o básico bem feito, garante bons resultados.

Simply put, communicate. You customers and clients are people too. If you are only seeing them as a number or a sale, you are most likely doing them a disservice. You need to be sure to work with your clients throughout their journey and to know how to do that is to regularly and openly communicate with them. Many places will use a CRM to monitor this and help you organize but it will vary so making sure you are organized will play a huge role in your success.

Amidst the turbulence of an acquisition, the customer-facing team must prioritize the customer's interests over internal dynamics. Crucially, they should shield customers from disruptions while assuring them that matters are being addressed. From my observations, many leaders tend to attribute communication challenges to organizational shortcomings, which is often the simplest recourse. Customer service ought not to be confined to a single department but should permeate throughout the company. The efficacy of collaboration stands as an implicit yet vital driver of success. The Customer Success manager assumes a pivotal role in fostering this collaboration, making it the most indispensable function within an organization post-acquisition.

When I hear that a firm I do business with was acquired, I immediately think of the potential disruption / risk to the working relationship. We have all experienced automatic payments that are disrupted. Late notices from unfamiliar contacts. Difficulty reaching the support contacts because email domains or phone numbers have changed, etc. Successful transitions take PLANNING.Prioritize CUSTOMER RETENTION and CUSTOMER SATUSFACTION - not cost efficiencies. Noone acquires a company to lower its costs, acquisitions increase market share, market opportunity, new customers and possibly new product lines... Be smart - go slow, do it right!

In my experience, Delivering Value and Satisfaction is solely depended on the following factors 1. Understanding the Customer’s needs and their use cases in detail 2. Provide a solution which caters those needs ensuring the customer is able to perform productive day to day business and improve their efficiency. 3. Provide quality product, service with reliable support to the customer being transparent Based on the points, Doing Cross selling and Upselling will be very affective. Selling blindly showcases we are not concerned about the interests of the customer

Ofertas Especiais: Considere oferecer ofertas especiais ou desconto exclusivos para clientes da base, como forma de valorização e fidelização do cliente !!

After acquiring customers, it's important to keep them happy by staying in touch, listening to their feedback, and giving them what they want. Make sure to personalize your interactions, ask for their opinions, and fix any problems quickly. Keep things consistent so they know what to expect from your products or services. Try to add new things that they might like, and show them you appreciate their loyalty with special offers or rewards. Help them succeed with what you offer, and be ready to help them out before they even ask. By doing these things, you can make sure your customers stick around and keep coming back.

Regular and effective communication with clients enables a deep understanding of their needs, building trust and rapport. This consistent interaction facilitates insight into client behaviors and trends, allowing for tailored and adaptive solutions that evolve with their changing demands, thereby strengthening the client relationship.

Keeping your customer updated with news & success stories as well as product improvements and enhancements is a great way to keep them engaged. Where possible I highly recommend regular diarized meetings with managed and key customers, this will provide valuable insights and feedback and further enhance your customer relationships.

Communicate regularly and effectively through various channels like email, phone, and social media. Tailor messages based on customer preferences, segment customers for personalization, and use automation tools for streamlined communication processes.

Personalização: Procure entender as necessidades individuais de cada cliente e ofereça soluções personalizadas sempre que possível. Isso demonstra atenção e cuidado com o Cliente

During a major transition like an acquisition, it's an opportunity to re-establish trust and build a new foundation. Many times, you have a chance to change the tune and repair CSAT for folks who have had CS issues in the past. Get them to think of it as a fresh start, and take the steps to go above and beyond if possible. You'll build a deeper relationship and lengthen their lifetime with you as a customer.

Investir na personalização e na comunicação contínua. Usar dados e analises para entender as necessidades individuais de cada cliente adaptando as estratégias de atendimento e oferta de produtos ou serviços. Entender o cliente e quanto ele pode pagar deveria ser sempre o primeiro passo em qualquer estágio do negocio, seja na sua criação, na aquisição/venda de sua empresa ou ainda em "voo de cruzeiro"

Suporte Constante: Ofereça suporte contínuopara garantir que o cliente esteja satisfeito com o produto ou serviço adquirido. Esteja disponível para responder a perguntas e resolver problemas que possam surgir.

Entender primeiro suas necessidades de negócio para depois ver o que sua empresa pode ajudar o cliente. Demonstrar com ações que voce e seu time estão buscando e propondo melhorias e soluções. Com estes 2 passos vai se construindo a confiança necessária para uma parceria de longo prazo onde os 2 ganham.

Customer referrals, case studies, and stories are among the most potent sales tools an organisation can employ. Every prospective customer, no matter how big or small, wants to know that existing customers are happy and well looked after. Where possible references are more powerful if they are freely given due to staff going above and beyond for instance. Don't be afraid to ask for references as most customers understand that if you are successful your product will continue to be successful.

Encourage customers to share positive experiences and refer others. Provide tools and incentives for easy and rewarding referrals. Monitor and respond to online reviews and express gratitude for customer support and loyalty.

Measure performance using metrics like customer satisfaction, retention, loyalty, and advocacy. Use data and feedback to identify strengths, weaknesses, and opportunities. Make adjustments and innovations to improve products, services, and processes. Test new ideas to enhance customer relationships.

Putting KPI's in place to measure your performance is critical to understanding your value proposition. These need to be easy to gather, with low or no impact to the customer where possible. Don't forget that your competitors are always trying to gain on you so understanding your value proposition can keep you one step ahead. This can be particularly valuable when transitioning to new ownership as there is often a higher risk of loosing customers.

Feedback: Solicite feedback regularmente para entender como o cliente está percebendo o produto ou serviço. Use essas informações para melhorar continuamente sua oferta.

If you have been working with a customer as a trusted advisor prior to an acquisition, understanding needs, objectives, and outcomes, nothing has really changed after the acquisition. Continue being the customers trusted advisor. You'll need to prep on obvious concerns for the client which may extend the sales cycle, including FUD (Fear, uncertainty and doubt) injected by your competition, though the net net is to focus on the existing needs and how they can still be addressed and if need be, future upside of the acquisition for the client.

Key to understanding customer needs is based on pain points experienced by the customer’s customer… that will drive the needs and if you are able deliver to mitigate the pain points your relationship will automatically prosper ! The best way understand the pain points are to talk to those who front end specially in servicing the customer’s customer they will tell you….