How often have you been managed so well as a customer of a product or service, that it instigated you to re-purchase the same brand? The answer might be close to never. Negating persevering attention to existing and potential consumers is a blunder that many people make. And this is especially true in public sector undertakings and this forces me into stating one of my dreadful experiences in an insurance company which I visited to pay the regular premium. It was insanely astonishing to notice the poor quality of service that was rendered which in turn made me look out for better servicing insurance companies.
It is satisfying though to come across some, who go beyond the rules of CRM to achieve customer delight and one such entity is C. Krishniah Chetty & sons that is existing since 1860’s. This prominent jewellery shop has served a diversified number of consumers from British of the pre-independent India to the younger and vibrant generation of today’s Incredible India. It boasts of the impeccable CRM software technologies which are consistently updated with relevant data relating to their broad array of consumers. Another important aspect they dwell on is the cultivation of existing consumers that extends a personal touch through custom design and wedding planning, C2C selling and buying brokerage assistance, hallmarking and a plethora of services.
Just making a sale would not classify you to be successful, it is what happens after sales is equally or more important that not only adds to the existing customer base but multiplies the numbers.
