Managing your customers can yield additional revenues while building a significant competitive advantage. Our beliefs stem from directly addressing their pain points as opposed to the traditional but generic differentiators such as short lead times or even years of experience. Today it is considered to be just a 'ticket to the game.'
Our approach positions you to be a leader within the context of the needs of your customer, such as – Easy to find you, Easy to work with you & Easy to buy from you. This proven method results in a loyal customer, thus, increasing the life-time value of your customers.
There are three main reasons to invest conscious effort towards managing your current customers, i.e. customer retention
Competitors are constantly prospecting since Industrial Manufacturing in the United States grows in single digits.
A customer with a high level of allegiance shares a deeper and emotional connection to your team. If so, the customer is a perfect ‘prospect’ as well. They would be open to Up-Selling opportunities or introduce you to a peer in a different department to expose Cross-selling opportunities
A happy customer may be amenable to provide a glowing testimonial. In this ‘always on’ world, it helps build your online credibility to prospects who may know little about you. Feedback from peers is proven to be an important criterion in a decision-making process when it comes to working with a partner like your company.
We think there are three types of customers:
Loves your company!
Convenient, no time or priority to look for alternative, content with you
Commodity, looking for the lowest price from a vendor like you
With the advent of technology, your customers are working smarter and as a result, they’re managing multiple threads simultaneously. This, in our experience, mandates you to make your customer’s life as easy and predictable as possible by making it...
Our primary objective with customer retention in the industrial manufacturing industry is to build a deeper relationship by increasing your customer’s trust in you. This mission is accomplished by two things:
On-going communications about the current relationship
Validate decision to work with you and your team
We advocate a ‘give to get’ mentality. In other words, we like to educate your end-customers and find new and innovative ways to help them be better at their job within the context of your relationship. This enables our clients to be positioned as trusted and credible partners, not vendors.
Customer service in manufacturing is critical to transforming apathetic and acquiescent customers into advocates and make your advocates feel like a valued part of your team. The type of personalized service that people have come to know and expect from today’s instant-communication world is an area where we can help you excel.
We believe manufacturing customer management is critical to keeping current customers happy and fostering a relationship to turn potential customers into repeat clients. With StratMg on your team, we’ll provide you with strategies to position you as a trusted leader, a valued partner, and a company your clients can’t live without.
In today’s society where instant gratification and production on demand is the norm, it’s critical to create a system that keeps your customers loyal and returning for continued sales and up-selling opportunities. This is why we focus on customer service in manufacturing.
Manufacturing customer management dials in on making the buying journey as easy as possible. With our methods, we make sure you are easy to find, easy to work with, and easy to purchase from – creating a smooth customer service experience that fosters a sense of partnership and trust. The deeper the level of trust between you and your customers, the more likely they are to become repeat clients and advocates of your company.
Our approach can be summarized in two specific stages.
Assess
In the assess stage, we establish a baseline and get a perspective on the current lay of the land as it relates to your existing customer-base.
Categorize each customer
Calculate the Life-Time Value for each customer using metrics like deal size, order frequency, tenure of the customer, etc. to allocate retention efforts across the ideal customers
Identify a propensity to detect and deploy a Net Promoter Score survey to map each customer to three distinct categories - Allegiant, Acquiescent & Apathetic customers
Advance
Once we have established a baseline, the next stage – Advance, focuses primarily on advancing the clients to be Advocates. This is accomplished by leveraging an off-the shelf marketing automation platform. This platform allows us to craft personalized conversations while tracking and scoring every touchpoint.
Escalate the Apathetic & Acquiescent to Advocates
Demonstrate for Apathetic Customers a differentiated value, connect similar customers, etc.
Develop for Acquiescent Customers a deeper relationship via personalization, and finding unique ways to recognize and appreciate them
Prioritize Advocates and find ways to make them feel ‘special.’ For instance, shorter lead time, direct access to engineering, innovate around their core needs and wants, etc.
