Foreign trade enterprises how to strengthen customer service management

Foreign trade enterprises how to strengthen customer service management

Foreign trade enterprises to continue to explore, improve and accumulate experience in the work of large customer management, so that customer relationship management from disorder to order, from unconscious behavior into conscious action, I below for you to sort out the article on how to strengthen the management of customer service in foreign trade enterprises, I hope to help you.

First, establish a new concept is to strengthen the basis of large customer relationship management

1, the first is to establish ? The first step is to establish the importance of? The concept of

Practice has proved that: large customers are important and vital to the enterprise. Strengthen the cooperation with large customers, not only can quickly improve the company's business performance, but also from large customers to learn from the advanced ideas and management, to promote and facilitate the rapid development of enterprises; through the cooperation with large customers, so that the goods of foreign trade enterprises in the international market volume expansion, promote the upgrading of traditional commodities, and constantly adapt to the needs of customers and the market, and further to win the customer to enhance the ability to manage the market. How to reflect? Emphasize? First of all, we should improve the information system of large customer management, establish large customer files, dynamic tracking, recording the business development of large customers; secondly, the establishment of contact and communication system with large customers, to grasp various opportunities to strengthen emotional exchanges with customers; start from the details, pay attention to and study the feedback of the customer, timely discovery of the potential needs of the customer, and resolve conflicts and problems; pay close attention to the customer's major business initiatives, and Give the necessary support and assistance as appropriate; mobilize all the positive factors related to marketing, do a good job of all-round relationship maintenance work, the key customers gradually develop into a high-level strategic partnership.

2, followed by the establishment of ? service? The concept of service

In recent years, the word service has been deep into the work of foreign trade enterprises in every aspect of the work of large customers to provide quality service has become a common code of conduct for employees. Many enterprises have developed personalized solutions for major customers, in the form of business teams to carry out counterpart services, while making full use of the advantages of strong enterprises, but also actively provide them with personalized, all-round featured services: from the excellent sales staff to the transfer of the source base; from the adjustment of the commodity structure to the credit line tilt; from the business process of the special tracking to the reasonable requirements of the demand for the response! The company's services are provided through the coverage and reach of its services. Through the coverage of services and the continuous extension of the tentacles, won the trust and dependence of customers; at the same time, according to the size, strength, potential and importance of the customer, to determine the effective allocation of corporate resources, to seek and find customers potential or not yet carried out with the enterprise's business, the development of the discovery and development of multi-faceted cooperation between the customer and the enterprise's program of work, and gradually expanding the scope and scale of business and increase the likelihood of strategic cooperation.

3, the last is to establish? *** win?

In the business process, the traditional unilateral profit concept has been gradually replaced by the concept of *** win, especially in the business dealings with large customers, *** win has become the enterprise can be cut into the global sales of those strong enterprise procurement chain of the necessary prerequisites. For this reason, many foreign trade enterprises to find ways to gather all kinds of resources, mobilize all the forces, using effective means, and strive to strengthen the development of large customers, cultivate and maintain, and actively look for ways to cooperate and develop with large customers, and they establish a solid strategic alliance, to achieve the advantages of both sides or more complement each other. Through the quality service to make the cooperation party satisfied and get the due benefit, but also make the enterprise from the scale and benefit, reduce the market risk, standardize the business process, enhance the core competitiveness of the enterprise, in the two sides and the development of multi-party cooperation to achieve ****.

Second, the leadership attaches great importance to strengthening the key to the management of large customers

Strengthening the management of large customers is ? A handful of works? The previous mentioned that the success of the hand in hand with the 500 state-owned foreign trade companies, the company's main leaders of the business seniority deep, wide social contacts, its potential resource advantage is a valuable asset of the enterprise. He is not only good at capturing all kinds of information, using their own visibility in the industry, to enhance the attractiveness of charisma, planning, introduction, cultivation, participation in the management of large customers, and personally participate in the main customers of each visit to the reception and from time to time to visit the foreign countries, directly with the main customers, especially several multinational groups of the upper level of the establishment of a good personal interactive relationship for the advancement of the comprehensive cooperation has paved the way.

The main leaders were physically active, and the participation of other senior managers of the company was kept at a high level, and the management of major customers was included in the important agenda of the leadership team. At the beginning of the year, a multinational group of one, two or three handles jointly visited China, the company carefully formulated a reception program, the main leaders personally involved in the negotiations, the reception of the form of lively, in order to reach a mutually beneficial cooperation projects at the same time, the two sides also exchanged corporate culture, in a harmonious atmosphere of communication to further deepen the understanding and mutual trust. A vice president of the company in charge of business to accompany the customers throughout the inspection of the source base, to these customers left an extremely deep impression, and enhance the sense of identity of the company, said that this year's procurement volume to a new historical height. Practice has proved that: the large customer management is positioned as? handle project? This is the basic guarantee of this work, from which the handle effect can achieve twice the result with half the effort.

Third, the construction of the mechanism system is to strengthen the guarantee of the management of large customers

Enterprises should gradually build to adapt to the development of the market and customer needs of the organizational structure, the establishment of a new marketing team for large customer service and the operation of the mechanism, will rely on the individual ability of the salesman's business structure, to rely on the company's overall operational capacity or team operational capacity of the main business structure. The traditional practice of many foreign trade companies is to rely on the individual ability of the salesman as the main business structure to rely on the overall operational capacity of the company or the team's operational capacity of the business structure. The traditional practice of many foreign trade companies, business departments and small business teams are basically divided by commodity. In the management of large customers, we should have the courage to break through this form, the organization of a special team for large customer service, from the mechanism to make good organizational security. Team members, including business, documentation, transportation, finance and other ancillary links, are carefully selected, carefully matched backbone, dedication, rigorous style, considerate service, skilled business, smooth procedures, throughout each link, so that the company's cooperation with major customers rose to a new level.

The adjustment of the front-end business model will certainly trigger a profound management change. Enterprises should start from the change of management, the establishment of business model change supporting management measures, through the continuous innovation and improvement of the management mechanism, to ensure the success of the business model change:

1, improve the talent and organizational structure

Enterprises should be the timely introduction of the appropriate technical personnel, to strengthen the customer's technical development trends, the application of technology in the market, the exchange of technical processes and guidance, quality control and other aspects of the intellectual The existing staff should also strengthen the pre-service training, clear service objectives, in order to improve efficiency, efficiency and cost advantages, the enterprise should have a long-term training program for employees. In order to strengthen the service to customers, in the business to reach a certain size should be established one-on-one customer exclusive service team, set up an account manager, at any time for large customers to solve the problems encountered in the operation, from the organizational system to ensure that the customer to provide long-term lock, sustainable, stable, full range of exclusive services.

2, the establishment of public **** support platform

On the basis of ERP management, the establishment of public **** support platform, will be effective information, funds, logistics and timely provision of supply chain nodes on the relevant parties **** enjoy. For example, external customers can remotely check the implementation of their own orders at any time, the availability of funds and the use of the situation; internal suppliers of the situation within a certain range of open, so as to enhance the internal search for suppliers, speed up the response time, increase trade opportunities, enhance the level of service.

3, improve the integration of social resources

In order to better provide customers with value-added services, but also through the mastery of the key links in the value chain, the integration of relevant social and effective resources, to enhance the level of trade services.

4, improve the incentive mechanism

Enterprises are required to study the assessment and incentive methods appropriate to the transformation of trade in services, to encourage and incentivize employees to continue to innovate, and to promote the development of large customer service.

Four, into the big customers, service customers

Service outsourcing is an important business in recent years, one of the new concepts and business mode, which is the inevitable result of the socialization of the division of labor, but also enterprises to play to their strengths, focus on the allocation of resources, to promote the optimal operation of the enterprise to achieve the overall competitive effect of an effective means. If foreign trade enterprises can grasp the current social role of further differentiation of opportunities, vigorously develop the undertaking of large customers trade and business and other related aspects of service outsourcing, accelerate the construction of outsourcing service system compatible with the rules of the international market, and the establishment of a strategic alliance with large customers, then they are bound to become the future leader of the business sector:

1, to become the outsourcing of domestic and foreign manufacturing enterprise trade services Contractors

Now more and more domestic and foreign manufacturing enterprises to promote their products to the international market, due to the social division of labor is becoming more and more specialized, from the reduction of costs and intensive management considerations, manufacturing enterprises need to have a professional trading company to provide them with a variety of services to expand overseas markets. Traditional foreign trade enterprises should make full use of the advantages of market foresight, trade negotiation ability, import and export practice, risk control, customs clearance, logistics services, financial strength and all kinds of business qualifications, with specialized services, rich ` value-added services, to attract more manufacturing enterprises, and strive to become their international trade department, i.e., the trade link of the service outsourcing contractor, and the outsourcing side of the formation of a strategic alliance *** Together with the face of fierce competition in the market, work together to overcome the difficulties, with the wisdom and advantages of both sides, to create a new space for development.

2, to become a comprehensive multinational buyers of trade services integrator

With the refinement of the social division of labor, the role of the positioning of the clear, comprehensive multinational purchasing company does not exclude the procurement of domestic trading companies to the appropriate, the key is that the trading company must provide customers with unique services. Foreign trade enterprises to the existing advantages and strong customer demand analysis capabilities, product sourcing search capabilities, a variety of resources and trade-related aspects of the integration of the ability to quickly respond to the combination of the ability for customers to quickly find a variety of requirements of the products and suppliers, for customers to complete the quality, schedule and cost control, order integration, logistics, the whole process of arranging the monitoring and coordination of marketing, etc., to become a general contractor integrator of customer procurement. The general contracting integrator of customer procurement. To provide customers with a full range of overall operational program design and one-stop menu service, it is possible for both sides of the cooperation to find new opportunities and modes to complement each other in a win-win way to win the new world of trade development.

3, become a foreign trading company? Shanghai office?

China's huge market opportunities to attract more and more businessmen to China, foreign trade enterprises to seize the opportunity to give full play to our business reputation, have a good procurement channels, financial strength, risk control capabilities and a wide range of social relations and other advantages, take the lead to become their offices in China, the establishment of an exclusive service team, to help customers to deal with all the things in the country, to provide customers with a A full range of personal service, cultivate customer and our feelings and dependence, so that customers have no worries, have more time and energy to expand overseas markets, with our ability to assist customers to grow rapidly, in a mutually beneficial and synchronized development of the two sides.

4, become the general agent and general distributor of the international famous companies and brands

With the massive influx of international brands into China, new business opportunities are born with it, to become the general agent of the international brands is one of the services outsourcing can focus on the development of business. In order to become a trustworthy partner of international brands, foreign trade enterprises first need to understand the positioning, culture and characteristics of the brand, and familiarize themselves with the scientific management system and reasonable operation mode of the international brands, from the design, manufacturing, marketing, promotion, channels, maintenance and other aspects of the operation mode, and make use of the enterprise's own experience in importation, choice of factories, quality control, logistics and distribution, financial strength, social relations network and other advantages.

Optimizing the talent structure, enriching the technology, domestic trade and other aspects of the talent, and actively strive to become the general agent of the international brand.

5, to become a strategic partner of the government and international organizations

Government and international organizations procurement is a very large trade market (for example, the United Nations annual global procurement of up to 8 billion U.S. dollars), this market has become the Chinese enterprises to undertake international trade services of the new channels. Foreign trade enterprises should make use of the advantageous conditions of mastering domestic and foreign commodity information and purchasing channels, take the person in charge of the way, strengthen the contact and communication with the relevant government departments, be familiar with the procurement procedures of the government and international organizations, bidding methods, project management and operation mode, strengthen the collaboration of all parties, and strive to become a trustworthy strategic partner of the government and international organizations.

The establishment of a large customer relationship management system is a pioneering work, foreign trade enterprises should continue to explore, improve and accumulate experience in the work of large customer management, so that customer relationship management from disorder to order, from the unconscious behavior into conscious action, in the construction of the gradual improvement of customer relationship management system of each enterprise, so that the large customers really become a source of wealth to protect the stability of the enterprise, The company's customer relationship management system has been gradually improved in the construction, so that the major customers really become the source of wealth for the enterprise, to protect the stability of the enterprise, sustained and healthy development.

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