The aim of customer relations is to create a link between a company and its customers, in order to build loyalty and create a relationship of trust between the two parties. Establishing a connection with your target audience allows you to identify their needs more clearly, and therefore respond more quickly.
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What is customer relations?
Customer relationship is the sum of all activities. It includes all the initiatives a company undertakes to engage with its customers and provide them with an excellent experience. Every interaction with consumers is an opportunity to build a positive relationship with them.
On the other hand, customer relations concern customer feedback, satisfaction, etc. It also plays an essential role in improving customer support. Another important factor in customer relations is loyalty.
Why do customer relations?
Simply put, customer relations are necessary to maintain a positive relationship with your customers and to build loyalty. Therefore, customer relations involve a continuous evolution of your services to your customers. This continuous evolution is necessary to understand how your customers’ needs will evolve. When you take this holistic approach, you can become an expert in building a positive relationship.
In addition, it is essential to understand that customer relationships do not depend on one individual, but on all employees. To create meaningful relationships with customers, a company must hold each employee accountable.
An effective customer relationship can only encourage your customers to remain loyal to your company. Once you have established a good relationship with your customers, you can assess their needs without any obstacles. You can benefit from benefit from a work-study program to become a good customer relations manager. For this, our school offers training in business and management. For example, you can go for a Bachelor’s degree in Business Development – E-commerce and Start-Up. These training courses also allow access to other positions, you can consult the different outlets on our dedicated pages.
What are the types of customer relationships?
Customer service is the interaction between your brand and the customer. It can be:
- of a physical interaction;
- or an interaction with a tool, for example through emails.
Public relations is the process of communicating with a company’s stakeholders. They have an impact on the perception of a company by its potential, current and former customers.
Sales Navigator is a sales prospecting solution that allows you to find the right prospects and interact with them on Linkedin. It is also a specific Salesforce application. This tool is quite effective in that it gives the possibility to access the right people and companies through the advanced search.
Dedicated personal assistance is based on human interaction, but adds the specificity of a customer service representative. This is the deepest type of customer relationship, which normally develops over a long period of time.
Customers can communicate directly with company representatives throughout the sales process and after the sale is completed. This can be done in person, by email, through call centers, etc.
What characterizes a good customer relationship?
Customer service is the act of providing assistance to potential and existing customers. Organizations can also create their own definitions of customer service based on their needs and the type of support they wish to provide. Good customer service is a revenue generator. It provides customers with a comprehensive and consistent experience that aligns with the organization’s purpose.
A good customer relationship is characterized by a consistent experience in every interaction with the company. It leaves a good impression on customers. There is a mutual respect and understanding between customers and the company. This extends over a long period of time.
Good customer service is based on four key principles. It must be personalized, efficient, practical and proactive. To be competent, a customer service professional must have a thorough knowledge of the company and its products. Good customer service always starts with a human touch. Personalized interactions greatly improve customer service.
What is the role of a customer relationship manager?
The customer relationship manager has a challenging and ever-changing role when it comes to optimizing the customer experience. He maintains an ongoing level of engagement with key customers. This manager builds trust with customers and protects the brand by maintaining a positive image.
The primary role of the customer relationship manager is to build trusting relationships with an organization’s key customers. He also plays a key role as a representative of the company. He keeps his main customers informed of the company’s news, the features of its services and the evolution of its products. He can communicate with customers through different means.
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Updated 13 July 2023