First, small companies need to develop new customers

Developing new customers is very important for newly-established small companies-because newly-established companies don't have the resources of old customers, if they want to survive, they must start to develop new customers in time, and then turn new customers into old customers through a series of measures, so that the company can enter the normal development track step by step, so to speak. The more new customers are developed, the faster the performance of the enterprise will grow.

second, the principle of finding new customers

the method of finding new customers should be determined according to the specific situation of small companies, that is, according to the specific sales objectives, sales areas and the characteristics of specific products or services to find the most suitable new customers. The following principles should be followed when formulating the method of finding new customers: 1. Determine the scope of new customers; 2. Tailored; 3. Flexible choice of ways; 4. Focus on key points; 5. Look for it at any time; 6. Step by step; 7. Establish customer files. For example, the establishment of customer files, for new customers who have been identified, customer data files must be established to strengthen the management of new customers. According to the new actual situation, classify the new customers and list the priorities, so as to carry out the sales promotion activities in a planned and step-by-step manner, make the sales promotion work standardized, procedural and standardized, and avoid rushing and confusing sales promotion. The old marketing model of "one hammer in the east and one hammer in the west" can no longer meet the needs of modern marketing work. Establishing new customer files is an important basic work of modern scientific marketing, and it is also a meticulous work, which must be done in a down-to-earth manner.

iii. specific methods and ways to find new customers

to find new customers, we should first determine the possible sales targets of various business projects according to the market segmentation and the categories of business projects. The basic method is: first consider the big picture, determine a larger range of new customers, and then look for them from this range. If the business items are means of subsistence, the relevant staff of small companies should analyze the needs of customers at which demand level the product should meet according to the characteristics, performance, price and other factors of the product; If the product sold is the means of production, it is also necessary to determine which type of enterprise the product should meet according to some related factors.

after determining what kind of customers the business object is, then determine the specific sales object among this kind of customers, that is, the new customers who may buy. To this end, it is necessary to study the location, scale and detailed list of new customers of possible customers.

The following are common and effective ways and means to find new customers: 1. Information consulting method; 2, door-to-door search method; 3. Consultation method; 4. Chain introduction method; 5. Entrusted assistant method; 6, the central figure driving method; 7. Personal observation method; 8. Advertising Development Law; 9. Meeting search method; 11, market research method; 11, competitive substitution method; 12. Other methods. For example, write articles about your company, write in the advice column, write articles for industry publications, write product promotional materials, the Internet, email and chat, and so on.

Fourth, small companies need to retain old customers more

1. The direct consumption of old customers should not be underestimated; 2. The chain effect of losing old customers makes you wary; 3. The cost of developing new customers is far greater than the cost of maintaining old customers; 4. Old customers are the main source of economic benefits for small companies. Customers are the source of benefits for enterprises and the foundation of their development and growth. And old customers are the lifeblood of an enterprise. This is because the enterprise not only saves the advertising and promotion expenses needed to develop new customers, but also can induce customers to increase the purchase rate of related products with the enhancement of customers' trust and loyalty to the enterprise products.

nowadays, many enterprises are actively implementing the "zero customer defection" plan, which is a systematic project to improve customer loyalty and retain customers. the implementation of this plan is undoubtedly exciting. It will not only bring huge benefits to the enterprises carrying out the plan, but also make more enterprises "wake up" and realize the importance of retaining old customers more deeply, which will have a far-reaching impact on the development of domestic enterprises.

5. Improve customer satisfaction to retain old customers

1. Dialysis of customer satisfaction: The word "customer satisfaction" is talked about by many companies every day, because they know that it is a necessary condition for enterprises to win the competition. Customer satisfaction and customer's inner expectation are interrelated. Customer satisfaction means that customers' evaluation of purchased products or services exceeds their psychological expectations and produces a sense of pleasure. Whether customers are satisfied with products or services depends on the influence of various aspects, that is, customer expectations include many aspects, such as material level and spiritual level. 2. Improving customer satisfaction helps to retain old customers; 3. Improving customer satisfaction by lowering customer expectations; 4. Improving customer satisfaction by increasing customer feelings; 5. Improving customer satisfaction by actively serving customers; 6. Improving customer satisfaction by timely helping customers; 7. Improving customer satisfaction is not only a problem for the executive department; 8. Improving customer satisfaction by using the guarantee and guarantee method; 9. Correctly handling customer complaints helps to retain customers.

Next, let's talk about how to deal with customers' complaints and treat them correctly. Objectively speaking, customers complain because the company didn't provide correct services at critical moments, or the services provided by the company were not needed by customers. Therefore, modern enterprises regard customer complaints as a free source of information. Properly handling customer complaints can promote sales. Generally speaking, properly handling customer complaints is to make customers regain satisfaction and trust. "Deal with customer's complaints sincerely", "Pay attention to the customer's dissatisfaction, and pay attention to the customer as a person" and "treat with sincerity" are just the popular sayings of "customer satisfaction" in the marketing market at present.

VI. Improving customer loyalty to retain old customers

1. The important role of loyalty: Looking back on the road to success of many enterprises, we will find the same magic weapon: building customer loyalty and always carefully supporting our parents. If you want to set up a glorious banner in the market, you and your decision-makers must recognize the importance of establishing customer loyalty and work hard for the establishment of customer loyalty. The role of customer loyalty is mainly reflected in its own ability to create value for enterprises. In other words, value creation is not only the cause of customer loyalty, but also the result of customer loyalty. The two are interdependent and develop together. 2. Establish customer files by using the database; 3. Establish a customer club; 4. Let emotions get involved in the whole process of contact. First of all, it is emotional communication before sales, and the first step of sales activities is contact. If the customer is shut out or ignored, the salesman loses the sales target, and selling goods becomes empty talk. When a salesman finds a customer who may become a buyer, he should take the initiative and greet him warmly. Inject emotional factors into the conversation, so that customers feel your sincerity and regard you as one of their own. In this way, successful sales began. Secondly, it is emotional injection in sales, good at observing words and feelings, getting strong feedback from customers quickly, injecting feelings in time, and carrying out targeted sales promotion and persuasion work. Only in this way can the success rate of sales promotion be greatly improved. Finally, the emotional contact after the transaction, the transaction does not mean the end of contact with customers, in order to win customer loyalty, we must strengthen emotional contact after the transaction. This is very important, which has at least two advantages: first, it can feed back the relevant information of users in order to improve products and services; Second, you can contact feelings, strive for repeat customers or make them become voluntary propagandists. These two points are within the responsibility of the sales staff, and they will be effective if they are done. 5. Let the customer feel that you are willing to do your best to help him; 6. Maintain regular contact with customers; 7, interest * * * the same body method; 8. Simplified procedure law; 9. Retain old customers through after-sales service.

VII. Retaining old customers by providing value-added services

1. Providing value-added services helps to retain old customers. As the service object, customers always evaluate the service quality provided by enterprises by personal satisfaction in the process of consumption, which will of course be emotional. Because people always have feelings, they usually give people help and kindness, and may receive unexpected results later. Extra service refers to the behavior that has nothing to do with goods, but because these behaviors will reduce the burden or trouble for customers, they can often gain the trust of customers and make customers willing to pay more for a certain commodity. In fact, whether the customer can be retained depends on whether the customer is satisfied when he gets a product, whether the service is comprehensive, whether the delivery is on time and whether the price is reasonable. In a word, the key is whether to provide quality service to customers. 2. Pay attention to the needs of customers at different levels when providing value-added services; 3. To provide value-added services, we should take the initiative to take care of customers' needs; 4. To provide value-added services, we should create an atmosphere of customer service; 5. Retain old customers by providing value-added services; 6. Retain old customers by providing additional information services; 7. Retain old customers by providing efficiency additional services; 8. Retain old customers by providing additional benefits and services; 9. Retain old customers by providing convenient additional services. Take convenience as an example. Providing customers with maximum convenience is also a way of value-added service, such as door-to-door service. No one will doubt that door-to-door service is not a value-added service. In today's busy society, providing convenience for customers is a particularly effective way to create "customer expectation value-added", and enterprises should create their own unique ways in this regard.

VIII. Establish an internal mechanism to retain old customers

1. Establish a customer-centered responsibility system. As we all know, it is the responsibility of every employee in the enterprise to provide customers with satisfactory service to retain customers. This is a systematic project, which requires the mutual coordination and active cooperation among all employees and departments of the enterprise, and it is definitely not to push everything to a certain department or some employees after shouting a few slogans, otherwise it will be difficult to achieve the expected results. 2. Establish an efficient front-line staff service system. The so-called front-line employees refer to employees who are in direct contact with customers. Front-line employees are in the forefront of enterprise organization, and play an important role in directly showing the spirit, service concept and quality service to customers. The customer's feeling of good service of enterprise organization is brought by the service action of front-line employees. In this regard, the front-line employees are taking practical actions to implement the decision-making or goal-oriented of the enterprise organization in retaining customers, and its role is irreplaceable. 3. Establish an employee incentive mechanism to provide quality services to customers. 4. Establish a customer-centered management mechanism. It is an arduous and lasting task to establish customer loyalty and retain customers. To ensure the smooth progress of this work is the effective customer-centered management of enterprises. An enterprise should establish a management organization with customer service as the center. The task of this organization is very clear, that is, with the purpose of retaining customers, take various effective measures to provide favorable support or participate in actions to achieve this goal.