Qu’est-ce que la relation client ?

Customer relationship - the way in which a business and its customers feel and behave towards each other over a period of time, and the effect of this on the business.

Cambridge dictionary

La relation client est un type de relation particulier. Elle commence lorsqu’un client se met à faire affaire avec votre société. Chaque entreprise est responsable de la satisfaction et de la fidélité de ses clients. Chaque interaction du client avec l’entreprise a un impact sur les clients. La relation englobe l’assistance commerciale, l’assistance technique et la communication marketing. Les relations avec les clients peuvent être mesurées par la satisfaction des clients.

Benefits of good customer relationships:

Competitive advantage
Customer retention
Customer loyalty
Increased revenue
New customers
Brand awareness
Customer satisfaction

What are the principles of good customer relationships?

Active listening
Showing empathy
Personalized customer experience
Understanding/knowing your customers – CRM system

How do you build customer relationships?

Automate processes

Pour fidéliser les clients, votre société doit mettre en place des processus d’automatisation.

Let’s divide them into categories to explain this. There can be “internal automation” and “external automation”. Internal automation is to make the internal processes work smoothly. For example, for different departments/agents, you can set Automated ticket distribution in LiveAgent. This helps your agents work efficiently.

Les Tickets sont assignés automatiquement aux différentes départements

D’autre part, la création d’une automatisation externe, telle que le marketing par email, peut vous aider à rester en contact avec vos clients. Ces deux processus d’automatisation ont un point commun : ils vous aident à fidéliser vos clients de différentes manières.

To share customer data safely, you can use customer service software. This software will help you create SLAs, Rules, and more. Thus, the customer information will be only shared with employees/departments that are allowed to view this.

Personalize each customer experience

Il existe peu de méthodes pour créer une expérience client personnelle :

Call the customer by their first name
Use the customer data for better customer experience
Keep it positive
Self-service option/experience

Communicate

Communication is key in any relationship. So, it should not surprise you that it is no different from customer relationships. To establish these, you need to communicate with customers on many platforms. For instance: Facebook, Twitter, Email, or in real life. Everywhere you get a chance! This is where your customer service usually comes in.

How can customer service software help your customer relationships?

It can be difficult for customer service to take care of all customer inquiries. On top of that, they need to engage with customers on different posts on social media. Thus, having customer service software can help them prioritize the importance of tickets and still managing to answer the posts from Social Media or other platforms.

LiveAgent all tickets example — LiveAgent dashboard example

Customer service software, such as LiveAgent, can automatically distribute the tickets. Your company can set their preferences based on their needs. This ensures you engage with your customers while also answering regular customer inquiries.

If you would like to learn more about LiveAgent, read about all Features.

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Watch how to build customer relationship

Building strong customer relationships is vital for the success of any business. Just like in a committed relationship, it requires nurturing and meeting customer expectations. Utilizing customer service software streamlines support, resolves issues promptly, and tracks interactions, improving response times and providing personalized service. Investing in such tools demonstrates a commitment to meeting customer needs, strengthening relationships as the business grows.

How to Build Customer Relationships Crash Course Entrepreneurship #10 | CrashCourseP0Y0M0DT0H0M644S

Youtube video: How to Build Customer Relationships Crash Course Entrepreneurship #10

CrashCourseOctober 14, 2024

Frequently Asked Questions

What is a customer relationship?
The relationship with the client is a relationship between the client and the company. It begins when the customer starts to interact with a company. It doesn't have to be a purchase - it can be seeing an advertisement and the customer's first thought about the company and its products. Each company is responsible for building this relationship.
How to build customer relationships?
Communication is the basis for building good, qualitative relations with the client. That is the key. It contains the language and the way the company communicates with the client. Another important issue is exceeding customer expectations. If this happens, the customer is satisfied and willing to become a regular customer. The third idea is to ask the client questions about the company and ask for their opinion. The customer then understands that he is important to the company. Customer appreciation is also extremely important.
How to improve customer relationships?
In order to improve the relationship with the client, first of all, personalize communication with them. The customer must feel like an individual, not ‘one of many’. The client must feel that he is treated like a human being. An extremely important point is not only the implementation of promises made to the client, but also exceeding his expectations. An important plus is also the transparency of the company's activities.

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Après avoir exploré la page sur la relation client, vous pourriez être intéressé par l'article sur l'amélioration du service client. Cet article vous donnera des conseils pratiques sur les meilleures pratiques pour offrir un excellent service client. Vous pouvez également en apprendre davantage sur le support en ligne. Découvrez pourquoi le support en ligne est crucial et comment il peut améliorer la satisfaction client tout en réduisant les coûts.