When a client says “I need more clients” , he does not always understand what exactly he needs. And if you ask “why?” , you can hear anything in response: “increase profit” , “reduce churn”, “show growth to investors” . But only by understanding the real need can you offer him a solution that he will buy.
Companies that analyze customer requests more vk database deeply not only increase conversions, but also form long-term relationships and earn more. How to identify the real needs of customers and offer them exactly what they need – we will analyze in this article.
Why identify customer needs?
Let’s say you’re selling a CRM system. A customer data management comes in and says, “I need a CRM .” Great, a sale? No.
After two weeks, he leaves for competitors because the system turned out to be inconvenient. Why? He didn’t know that he needed a simplified solution with auto-tasks, and not powerful functionality with custom settings.
Identifying customer needs helps:
Close more deals — you offer not “just fax marketing a product,” but a solution to his problem.
Increase the average bill — if the client understands his needs, he is ready to pay more.
Increase loyalty — clients return to where they are understood from the first word.
Reduce marketing costs — if the offer is accurate, there is no need to spend budgets on warming up cold leads.
In other words, the better you understand your customer, the less likely they are to go to your competitors.
When and where to identify needs?
Before first contact
The more information you have about the client before communication, the more accurately you can prepare an offer.
What can be studied:
- History of purchases and requests in CRM.
- Data on site behavior: which pages were viewed, how much time was spent there.
- His business or niche: what are the most common challenges companies of his type face?
Identifying customer During communication
Here it is important not just to ask questions, but to be able to listen and analyze . Often clients themselves do not realize their needs – they need help to formulate them.