Getting customers is one of the goals that many people hope when they are doing business. Customer is the key to the success of a business, including MSMEs. The last door of product will lead to customer consumption activities. To ensure that customers are attracted to and satisfied with the products we sell, every MSME player needs a customer relationship management mechanism.
This type of management aims to foster customer loyalty to the product, so that it is very possible for them to make repeat purchases after feeling close and bound to the trademarks that we have.
Customer relationship management has recently begun to make its way into the world of automation. However, MSMEs that are still in the stage of adapting to this term can start implementing it from a simple strategy, or in terms of business products it is called a minimum viable product. This strategy in customer relationship management focuses on existing resources in MSMEs, so before implementing it, it would be better if MSME actors are able to reflect and understand their business potential in depth. From the ukmindonesia.id web channel, there are several strategies that can be implemented by MSME actors in managing good relations with customers which are explained in the strategy below.
Collect Customer Database
The digital era allows everyone to communicate more easily. This condition is an opportunity for every MSME actor to collect customer data, in the form of telephone numbers, e-mails, or customer social media. This data needs to be adapted to the sustainability communication tools that will be used by MSMEs in the future. Data collection can be done when a customer makes a purchase, either collected directly orally and in writing, or by filling out a digital form.
Conduct a Customer Satisfaction Survey
After the database is collected, the next step is to conduct a survey with customers as the subject. To make it easier, make a questionnaire that can be filled in by customers after using/consuming MSME products. The data collected in this survey contains customer likes and dislikes sections of the product, and asks what could be improved about the product. This survey is the main bridge for innovating, improving, and developing products in the future. To do this, use a platform/technical approach that fits the customer's characteristics, either through a digital form (eg Google Form) or a printed form.
Resolve Complaints and Negative Feedback
After collecting complaints and feedback through surveys, MSME actors need to respond with solutions. Avoid replying using templates for different feedback/complaints, so that customers feel that your business is being run with professionalism. SMEs need to actively turn negative feedback into positive experiences.
Maintain Professionalism and Get to Know Customers Personally
Often MSMEs build branding with various forms of promotion. Starting from fast delivery, the best product quality compared to competitors, durable products, or other forms. This branding also needs to be accompanied by the professionalism of MSMEs to ensure that everything takes place properly. With the value of professionalism, customers will be more attached to MSMEs.
Building professionalism also includes ensuring that customers are able to survive as consumers of products/services. To make this happen, getting to know customers personally is an option that can be taken by MSME actors. A more personal approach will make customers feel more comfortable interacting. Take your time to chat with customers about their needs, share the condition of MSMEs, or other intimate chat material so that customers will have greater loyalty in the future.
The implementation of the above strategies is the foundation for MSME players to develop their business and build greater trust in the eyes of customers. Of course with professionalism in the business process.
