How To Find And Serve Heavy Customer？

For any supplier, it is an eternal topic to study how to improve customer service level. CBIES Group always seeks to do better in this aspect and build differentiated competitive advantages through excellent service. We adhere to the 80/20 rule, keen to improve the ability to provide excellent service for key customers, in this way to help customers succeed.

 

On July 23rd, under the arrangement of the company, Mr. Zou, sales manager of CBIES Group, shared his experience in the past 7 years in terms of definition, service, and other aspects of heavy customers.

 

First of all, Mr. Zou introduced how to find heavy customers for the group's new employees. Generally speaking, there are three steps to finding a heavy customer. The first step is to identify the product and industry in which you specialize. The second step is to identify the market and customer type; The third step is to identify key customers by purchasing amount and purchasing potential in the future.

 

When a new employee joins CBIES, the manager will allocate products according to the company's strategic planning and the actual situation of the employee. The products may be of a segmented industry or a product category. When they are product categories, the employee needs to conduct market research to determine the industry they want to enter. Regions are divided into market categories according to industry, such as perfectly competitive market, monopolistic competitive market, oligopoly market, and completely monopolistic market. According to the company's situation choose which type of market to enter. After identifying the market area, sales can collect customer information from the area and investigate the customer situation. Finally, we can confirm again whether this customer is a heavy customer of our product according to the customer's purchase amount.

 

Then, how do you serve a heavy customer when you find one?

 

One way is to make ourselves become the same as our customers.

The first point is that we should match the values of our customers. The first point of good service is to identify with what our customers are doing and see the value of their contribution to social progress. Consistent with the direction of customer development, with similar aspirations, so as to provide excellent services. Secondly, if we want to serve the various departments of the customer well, we need to have a similar organizational structure and work process with the customer, which also requires us to fully understand the customer workflow and know how the customer process an order, so that we can know how to assist the customer to proceed the work faster and more accurately. Third, strengthen the learning and serviceability, we will inevitably face new things in the work, which requires us to have the ability and willingness to continue to learn, when meeting new requirements, we should learn to obtain the ability to match the new requirements. In this way we can adapt to the evolving needs of our customers.

 

Finally, Mr. Zou introduced the relevant service process from the perspective of CBIES automotive parts, from customer sample preparation and verification (APQP) to the approval procedure of mass production parts (PPAP), to the service of mass production (SOP). The relevant content aroused great interest of colleagues from other business departments. At the last stage of the training, colleagues from other departments have a discussion expressing their views.

 

Service progress is endless, CBIES Group will continue to study and further enhance its ability to serve heavy customers.