Understanding your customers

Great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.

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Marketing with your database

A well-designed database makes it much easier to find, analyse and use customer information to improve the service you offer. Our factsheet.

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FAQS

Marketing with your database FAQs

Small firms need to concentrate on niches that are either too small and specialised for the big boys or too new for a large firm to catch on to.

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Building rapport with your customers

Customer-facing functions need to get to know customers on a one-to-one basis, so they can anticipate customers' requirements and exceed expectations.

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Customer service lessons for retailers

It can be tough for small retailers on the high street. Customers are looking for bargains and retailers need to respond to changing customer needs.

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How well do you know your customers?

Creating a loyal band of customers through good service is a great achievement, but you've got to keep working at your relationship. Find out how.

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Measuring customer satisfaction

Retaining customers is cheaper than finding new ones. Customers become repeat purchasers because they like your product and appreciate your service.

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Understanding the buying process

Your CRM system may hold valuable information about your customers that will help you to understand how they make purchasing decisions.

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Why it pays to profile your customers

Understanding your customers is the secret of successful selling. The more you know about them, the easier it can be to increase their spending.

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Working with a big client

If you rely on one big customer for much of your trade, it is critical to build on the relationship to retain their business and win future sales.