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Confianza y Relaciones con Clientes

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Confianza y Relaciones con Clientes

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About this activity

Gestión de fidelización y CRM

Created by

Eric Hevia
Eric Hevia
Spain

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Confianza y Relaciones con Clientes
 

Confianza y Relaciones con ClientesOnline version

Gestión de fidelización y CRM

by Eric Hevia
1

Fidelización de clientes

Objetivo: lograr que el cliente vuelva al mismo establecimiento o marque para sus compras.

Las tarjetas de fidelización guardan datos para promociones y marketing.

2

Ventajas de la fidelización

Identifican, incentivan y premian a clientes fieles y ocasionales.

Mejora la lealtad, la frecuencia de compra y la rentabilidad.

3

Relaciones con el cliente y calidad

Los clientes prescriptores recomiendan tras una experiencia satisfactoria.

La calidad del servicio impulsa estas recomendaciones.

4

Servicios post-venta

Servicios tras la venta: cambios, devoluciones, soporte técnico y garantías.

Incrementan la confianza y la satisfacción del cliente.

5

Estrategias de fidelización

Marketing relacional: construir vínculos sólidos a largo plazo.

Fomenta lealtad, valor de vida y satisfacción.

6

Tarjetas de puntos

Tarjetas sin pago, con datos del cliente para campañas.

Identifican, incentivan y premian a clientes fieles y ocasionales.

7

Promociones

Promoción: acción comercial temporal para impulsar demanda.

Descuentos, regalos, cupones o muestras para incentivar compra.

8

Externalización: telemarketing

Telemarketing: contacto directo para promocionar productos.

Es una técnica de marketing directo para generar leads y ventas.

9

Gestión de relaciones con clientes (CRM)

CRM agrupa herramientas para gestionar datos empresariales.

Permite informes y análisis para decisiones y personalización.

10

Conclusión y beneficios

CRM y fidelización mejoran retención, valor de cliente y competitividad.

La experiencia del cliente impulsa ventas y recomendaciones.
 
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