STUDENTS' CORNER - 179
If a customer feels that your company regards him high, you are
successful in dealing with the customers; your relationship with them is firm.
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We
will some more important facts about CRM. First of all, you must understand
that all customers are not equal. Some are more important than the rest. Let me
explain. Supposing a customer buys
products worth Rs 5,000 a month and another customer for just Rs 500 or so.
Whom do you think as more important? Naturally, someone who brings more profit,
more money to you has to be more important to you. Getting such a customer is
not as we say a piece of cake. At the same time, you should not be indifferent
to the other customer. Your marketing talent will find a balance in dealing
with both the kind of customers. Of course the Rs 5,000 a month customer must
be more valuable to you and to the company under normal circumstances. Find out
what is value to the company; sometimes it may not be just the money alone.
The
point here is you must have a sense of prioritizing the customers and it should
not be too obvious and at the same it should not be too secretive. The Rs 5000 customer must be made to feel
that the company and its marketing person look upon and treat him as well as a
special customer, of course, without offending or hurting the other customer.
It
is said that mortar and bricks do not make the educational institution but the
people in it. It is applicable to any
institution. It is trying to suggest that employees are more important for the
organization. Management experts assert that the employees must be made to feel
that they are an integral part of the organization; that is, they must be made
aware of the fact that they are respected by the management. Moreover, the
objectives of the management must be clearly known to all the employees; then,
they know what is expected of them and in what direction. In other words, the
situation within the organization must be so amicable that the employees tend
to feel indentified with it. Business analysts say that if there is a constant
large exit of the staff, it is time that the management took immediate steps to
examine their style of management.
There
is some more; we will deal with them in our next session.
