Vtiger CRM brings you tips to segment, analyse and engage with business clients with customer-centric approach. Know your clients better by following these techniques. Experience our support edition here: https://www.vtiger.com/helpdesk/

1. How well do you really know
your customers?

2. What’s better?
Knowing your customer?
or knowing your product?

3. We’d say your customer, because….

4. Only the customer knows how they're
going to make use of your product.
Your product alone reveals no such insight.

5. Focusing on customer needs can
actually increase your product's success.
Knowing your customers better is
knowing your product better

6. “Your customer doesn’t care how much
you know until they know how much you
care” – Theodore Roosevelt.

7. Here are some strategies you can use to
get to know your customers better.

8. 1) Customer profiling: the basics
The goal of customer profiling is to create a
clear portrait of your key customer
segments.
This helps in designing better sales and
marketing strategies.

9. Customer profiling is a continuous
process that starts from before they
meet you, and continues on even when
they become your loyal customer.

10. To profile well, document customer
information like:
➢ Best mode of communication
➢ Preferred time of contact
➢ Spending habits
➢ Purchasing behavior
➢ Interested aspects
This profiling helps you to know clients
better and gauge their needs.

11. 2) Ask, Listen and Engage: know
more to grow more
A key elements to running a successful
business is engaging your customers
Engaging with customers in a way that
solves a real problem is offering them a
real value.

12. Asking customers questions is a standard
way to obtain customer insights.
The best insights come from asking why
and how.
“Your customers wish you knew about
them.”

13. Customer support statistics

14. Use all channels like calls, emails, point of
sale, social media, communities and
groups.
Respond promptly, track their experience
and take the feedback regularly.

15. Conduct surveys to get customers’ exact
opinion on specific aspects of your
products.
Have genuine enthusiasm and interest in
your customers.
Take a deeper look into
customer reviews.

16. 3) Stop assuming: Start analyzing
Business assumptions arise from
uncertainty.
Don’t assume about clients’ perception.
Customer’s perception is your reality.

17. Segment customers on the main differentials:
➢ Age
➢ Gender
➢ Location
➢ Spending pattern
➢ Referrals
➢ Purchase history

18. Analyze customer experience

19. Monitor their engagement with your
social posts.
Take feedback on every engagement you
have with them.
Analyze all available data like calls,
comments, surveys, feedback,
complaints and appreciations.

20. “If you don’t know the situation, then
you don’t have a right to have an
opinion.”

21. 4) Customer service: Support people, not
products
Aren’t you surprised to know
“poor customer service” is top listed for
“what irritates customers most”?
Not all customers are created equal. So
everyone cannot be treated same.

22. Never treat customers like tickets or
cases.
Be specific about any information.
Being friendly, personable, and casual
will make communicating problems easy.
Convey important ideas clearly.

23. Customer service experience

24. “70% of the buying experiences are based
on how the customer feels they are being
treated.”

25. 5) Customer-centric: Never ending
journey
Customer-centricity is a misunderstood
concept well used terms in the business
sector, but ideally limited to presentations,
meetings and websites, but not well
implemented.

26. Customer-centric is not about releasing
a product in client’s perspective and
expecting record sales.
Customer-centricity should be
delivering value for customers that will
eventually create value for the company.

27. Top customer centric approaches

28. Customer-centricity is a journey
throughout the client’s life cycle process
of focusing, converting, responding,
engaging and inspiring the customers.
Don’t find customers for your products. Find
products for your clients.

29. “Get closer to your customers. So close
that you tell them what they need well
before they realize it themselves” – Steve
Jobs.

30. It’s time to get into your customer’s shoes.
Think like a customer.
Go for Vtiger helpdesk for support
automation, which helps you provide
excellent customer support across all
channels like cases, SLAs, insights, workflows,
tasks, mobile apps, and integrations.