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不做好跟进客户管理,客户就是别人的 How to Follow up Customers


外贸业务与客户的相处离不开“报价”、离不开“跟进”,所以主要的关键点即为“报价学问”、“客户跟进管理”。业务为什么拿不住订单,这就主要取决于关键点“客户跟进管理”了。

The communications between foreign trade business and customers are always filled with "quotation" and "follow-up", so the key points are "knowledge of quotation" and "customer follow-up management". The reason why salesmen can't take orders depends largely on "customer follow-up management."


客户关系管理的根本就在于客户的订单跟进的专业度和细心程度,主要是提供客户服务及进一步提升企业和客户的关系,提供创新式的个性化的客户商谈和服务,辅以相应数据挖掘和相关信息的记录协调所有客户跟进的交互。所以一旦业务在客户订单跟进上一单出现差错过多而且对于自身客户信息不熟悉就会容易在客户服务上提供不到位。那么如何做好客户的订单跟进和客户跟进管理呢?

The essence of managing relationship with customer lies in the professionalism and carefulness of following-up customers' order, mainly to provide customer service and further enhance the relationship between the company and the customers, to provide innovative and personalized customer negotiation and service, supplemented by corresponding data mining and coordinated with all customer follow-up interactions with records of related information. Therefore, once the business has missed more than the customer order, and it is not familiar with the information of its own customers, it will be easy to provide the customer service. So how can you do well in following up customer orders and managing following up customers?

(1)整理客户类别
Managing categories of customers

在对客户进行分析和管理时,可以根据客户的购买数量将客户分成A类客户、B类客户和C类客户。
When you analyze and manage customers, customers can be classified into A-type, B-type, and C-type customers, which are based on the number of customers’ purchasing.


由于A类客户平时的交流频率高和交流程度较深,一般会为A类客户建立专门的档案着重管理,提高跟进频率、增加跟进时间;而对数量众多,但购买量很小,分布分散的C类客户则只需采取一般的跟进管理,但不能让客户感觉到我们对其的不重视,因为C类也有可能转为B类,甚至A类客户的;对于中间段的数量中等、购买量中等的B类客户则进行正常跟进管理即可。

Due to the high frequency of communication and the deep communication level of the A-type customers, the special files of the A-type customers are generally managed to improve the follow-up frequency and increase the follow-up time. However, C-type customers whose number is large while the purchase amount are small and distributed only need to be adopted general follow-up management. But you can't make customers feel that you don't pay much attention to them, because C-type customers may also be converted to B-type or even A-type customers. As for B-type customers with medium number and purchasing amount, you can turn to normal follow-up management.


(2)确定跟进频率
Determine the frequency

跟进频率的确定是基于客户分类进行的。针对于A类客户,跟进频率应该相对较高,一周至少安排一次,甚至几次,具体根据实际情况而定;针对B类客户,跟进频率应保持正常,一月至少安排两次,具体根据实际情况而定;针对C类客户,跟进频率应相对较低,一月安排一次即可,具体根据实际情况而定。
The determination of the follow-up frequency is based on the customer classification. For A-type customers, the frequency should be relatively high such as at least once a week, or even several times, depending on the actual situation; for B-type customers, the frequency should be normal, at least twice once a month or according to the actual situation; for C-type ones, it should be relatively low, and can be arranged once a month, depending on the actual situation.

(3)制定跟进表格
Make up a following-up form

跟进表格可以根据自己的喜好、便利进行设计,只要达到效果即可。我们可以根据自己的跟进情况如实进行填写更新,以便于自己对整个跟进情况的了解。精心详细记录好客户触点交互跟进的详细情况,是做好客户持续经营的基础。
Follow-up forms can be designed according to your own preferences and conveniences, as long as the results are achieved. We can fill in and update according to our follow-up situation, so that we can understand the whole situation. Carefully record the details of contact interaction with customers, which is the basis for the continuous operation with the customer.

(4)监督跟进效果
Supervise the effect

自身对自身所负责的客户最为了解,能根据实际情况调整频率及时间;其二,上司的时间有限,面对的不止一个人,而是一群人,很多时候不能详细分析,所以本着业绩提升的最终目的,自身做好监督才是关键。

We are always familiar with the customers we are responsible for, and can adjust the frequency and time according to the actual situation. Second, bosses have limited time. They don’t just face one person, but a group of people. So we often can not analyze in detail. Therefore, to supervise  yourself is the key with performance improvement.


业务在跟进客户过程中给其提供有针对性的产品和服务,进而影响客户对企业的看法和认同度,最终把客户变为企业的长期资产。

Salesmen provides targeted products and services in the process of following up the customer, which in turn affects the customer's perception and recognition of the company, and ultimately turns the customer into the long-term assets of the company.


文章来源:外贸连


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