Три типа клиентов PDF Печать E-mail

marketingМногие не придают большого значения сбору и анализу информации о клиентах. И очень зря... Ведь благодаря этой информации вы можете избавится от многих проблем, а также делать вашим клиентам более "правильные" предложения и получать больший эффект от рекламы.

Откуда нужно брать информацию? Правильно, из клиентской базы вашей программы автоматизации.

А теперь о том, что же вы должны узнать…

Клиентов можно условно поделить на 3 типа:

1. Те, кому нужно срочно решить свою проблему и деньги для них второстепенны - это те люди, у которых денег больше чем времени. У мужчин это выражено в наибольшей степени. Для этих людей самое важное - гарантия результата и скорость решения проблемы. Эти людям часто также важна «представительность» (понты дороже денег).

Число таких людей быстро растет и вам это нужно обязательно учитывать. Часто можно слышать жалобы, что "у нас бедный город", "все ищут минимальные цены" и т.п. Но это не так! Посмотрите на поток автомобилей на улицах вашего города и вы увидите там не только «Лады», а и довольно много автомобилей представительского класса: «БМВ», «Мерседесы», «Лексусы» и даже понтовые «Хамеры». Вы не оказываете услуг этим людям из-за того, что просто ориентируетесь не тех, у вас нечего им предложить.

Естественно, для вас такие люди являются лучшими клиентами. Если вспомните, что 80% прибыли приносят 20% клиентов, то именно люди первого типа будут в большинстве среди этих 20%. Поэтому вам нужно прикладывать максимум усилий для того чтобы сделать их постоянными клиентами.

2. Эта категория клиентов ищет «оптимальные» цены, то есть максимум «продукта» за данную цену. Качество им не безразлично. Таких людей подавляющее большинство: где то 50-80 процентов. Все мы в каких то областях являемся именно такими клиентами. Хотя в других (например в своем хобби) готовы тратить несоразмерно много, не зависимо от результата.

3. Те, кто ищет самое дешевое... Им, в принципе, пофигу на качество, - им важно получить все по самой низкой цене. Это самые геморройные клиенты, потому что после того, как выбрали, они начинают требовать за свои маленькие деньги больших привилегий. Это те клиенты, от которых больше всего головной боли. Таких обычно 10-15%, и вам они не нужны. Можете даже давать им телефоны конкурентов :) Во всяком случае, не тратьте средств и усилий для рекламы в этой категории.

Во всех программах PSoft есть мощная база данных клиентов. Каждый клиент в ней относится к какой-либо Категории клиентов. Используйте эти Категории для того чтобы по разному работать с разными типами клиентов. "Любимым" клиентам нужно не только посылать SMS-ки с поздравлениями, а можно и лично встретиться: поздравить, сделать подарок. Не забывайте, что кроме телефона есть и другие способы контактов с клиентами: почта, email, курьеры... Поэтому, хотя бы у VIP-клиентов, постарайтесь получить не только номер телефона, а и домашний адрес, email.

Разным категориям клиентов нужно посылать разные виды предложений: в зависимости от их интересов. Это и называется "сегментацией клиентской базы".

В наших программах разделить клиентов на категории можно при помощи Фильтров. Например, по количеству поездок или по общей сумме потраченных у вас денег.

Автор: Сергей Гундоров, www.pisoft.ru


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