Language: Hinglish. Yeh guide English mein padhne ke liye: How CRM Can Help Increase Repeat Sales from Existing Customers
Short answer: Cross selling galtiyan tab hoti hain jab offer galat waqt (complaint pending ho), galat customer (jise zaroorat nahi), ya zabardasti (har call par naya product) diya jaaye. Sabse badi galti hai naraaz customer ko kuch naya bechna. Pehle customer ki problem solve karein, phir zaroorat ke hisaab se ek offer dein, aur CRM mein record rakhein ki kya offer kiya.
Pichhle article mein humne cross-selling aur up-selling ke fayde dekhe. Ab ulta pehlu: galat tareeke se cross-selling customer ko door bhi kar sakti hai.
Cross selling ki 6 galtiyan
- Pending complaint ke beech offer: Customer ki machine 10 din se band hai, aur salesman naye model ka offer bhej raha hai. Isse bada gussa kuch nahi. CRM mein sales aur helpdesk jude hon, taaki salesman ko complaint dikhe (support team CRM).
- Har customer ko ek hi offer: Sabko bulk message. Jise zaroorat nahi, woh message ko spam samjhega aur agli baar aapka zaroori message bhi nahi padhega.
- Zabardasti aur baar-baar: Har call mein naya product. Customer phone uthaana band kar deta hai.
- Bechne ke turant baad: Abhi order diya, abhi agla offer. Pehle delivery aur khushi, phir agla kadam.
- Record na rakhna: Teen salesman ek hi customer ko teen alag offer bhej dete hain. CRM mein offer ka record rakhein.
- Asli product ki quality bhool jaana: Cross-selling ke chakkar mein main product ki service kamzor ho gayi, toh dono khatam.
Sahi waqt ka niyam
| Situation | Offer karein? |
|---|---|
| Complaint pending | Nahi |
| Order abhi diya, delivery baaki | Nahi |
| Delivery ke baad customer khush, review diya | Haan |
| AMC ya renewal date paas | Haan |
| Customer ne khud kuch poochha | Haan, usi se juda |
CRM mein kya set karein?
- Open complaint wale customer ko cross-sell list se apne aap bahar rakhein.
- Har offer ek activity ki tarah record ho.
- Ek customer ko 30 din mein zyada se zyada ek offer.
- Offer customer persona ke hisaab se.
Rishta pehle, sale baad mein
Purana customer isliye keemti hai kyunki woh aap par bharosa karta hai. Har galat offer us bharose se thoda kam karta hai. Isliye cross-selling ko sale ki tarah nahi, service ki tarah sochiye: “Is customer ko aage kya kaam aayega?” Is soch ko customer lifetime value se bhi samjha jaata hai.
FAQ
Cross-selling mein sabse badi galti kya hai?
Naraaz ya pending complaint wale customer ko naya offer dena.
Customer ko kitni baar offer bhejna theek hai?
Zaroorat ke hisaab se. Aam taur par mahine mein ek se zyada nahi.
Cross-selling ka sahi waqt kab hai?
Jab customer khush ho, aur koi renewal ya natural agla kadam ho.
Agla kadam
Series ka aakhri article: chote business ka sabse bada hathiyaar. SME’s Secret Weapon: Cloud aur Mobile CRM se Badi Companies ko Takkar
Cross-sell aur helpdesk ek CRM mein chahiye? Call karein: 99142 49191.
