"CUSTOMER IS KING" AND SO IS THE CUSTOMER PLAN !
Remember this ...CUSTOMER, CUSTOMER, CUSTOMER, CUSTOMER, CUSTOMER .......... Ask your customers what they want .....go away and change things to deliver this .....go back and ask them again ......change things.....and repeat this process your whole life ! I believe the CUSTOMER PLAN is the one you will spend most time on and in. The Directors in my company spend 80 per cent of our time in the CUSTOMER PLAN. CUSTOMERS are absolutely key to every business - they are the foundation stone. Get them happy and you have a great business. I hear so many times that "Sales are down - what can we do". Increased sales don't happen by accident - they come from good planning and hard work.
What are your key Customer Objectives and deliverables ? These are some examples : Delight our customers to earn their loyalty
- out perform in customer service
- interact and communicate with them
- measure satisfaction
- measure loyalty
Grow new sales
- create a matrix of opportunities / channels Develop Added Value Services
- how can you grow sales by adding value
Use of the internet as a customer communication channel
- would a web channel help your business sell more
- B2B or B2C SALES KPIs
Sales are absolutely key to every business and it is vital that you monitor how sales are doing on a daily and weekly basis.
Create Key Performance Indicators for your salesteam. We have Monthly Sales Meetings - one-to-one with sales personnel.
We then have a quarterly sales reviews with the sales person and attended by 3 Board Directors.
The salesteam are key - it is very important that your salesteam are firing on all cylinders. It is vital that you have a MARKETING PLAN - this comes within the CUSTOMER PLAN. A few years ago I started a software business. I knew nothing about software when I started this business but I did know -
HAPPY CUSTOMERS BRING MORE CUSTOMERS.
That has been the mantra of our software business and we have grown it organically to £3m in sales as a result. |