Customer relationship or customer relationship: what are the realities behind these concepts?
We often hear about the concept of customer relationship through marketing media and even through our blog. We are the first to mention its importance in the sales process, especially in the digital age, but a great deal of thought needs to be done. Should we say customer relationship or customer relationship? In this nuance, the impact of new technologies and digital matters, but to what extent? This is a real topic that involves many realities about Western Sahara Email List the current state of this concept. Today, many marketers conceptualize it as one of the primary sources of sales for a business.
However, do the different strategies around customers really serve customers or is this a still old conception centered on a single transaction? Therefore, let’s see together what realities are behind the concepts of customer relationship or customer relationship. Customer or customer relationship what are the differences? To back up our words, we need to understand how we differentiate customer or customer relationship? To trade, the customer relationship can be defined as all the exchanges (before, during and after) a sale between a company and a customer. Its goal is to provide a pleasant experience to promote sales and customer loyalty.
It is more commonly called customer relationship management or CRM
This concept through its interactions aims to be more direct with the market. It is no longer just a conception centered on a simple transaction. As for the customer relationship, it was conceptualized by Fabien Bonnet in an article entitled Customer relationship or customer relationship? Interactions, devices and quality of service . The latter defines it as the care taken in the content and structuring of company websites. This concept can be supplemented by the dynamism and efficiency of the content of a site which allows the customer to engage a little more. The goal is to make him not a consumer, but a real consumer and actor of your brand.
In addition, the relationship with the customer semantically implies that a company places the customers at the heart of its strategies in its strategies. This also implies that we must meet customer expectations and not make a one-shot through a sale. The goal of the customer relationship is to satisfy the customer in relation to his initial request while facilitating a possible act of purchase. It is worth the effort, as you will be able to gather more information on the behavior and expectations of the customer. The combination of the two concepts, associated with digital, strengthens this link and offers a personalized and appropriate customer experience.
Customer or customer relationship in the digital age?
After having defined the two concepts, let us now look at its implication in the digital age. The digital that we find everywhere today is a real asset for the relationship or the relationship with the customer. But can we not already say that digital has made it possible to confuse the two terms? If we take as an example the impact of social networks and e-reputation on our daily lives, we can see that the customer has real power over a company. Therefore, this forces companies to offer a real relationship to the customer. Take a simple example coupled with Google statistics.
Today, 74% of purchasing acts go through a preliminary search on the web. This research is most often turned to social networks and opinions. For example, would you go to a restaurant where the rating is average or low? The same goes for brands regardless of whether they offer a service or one or more products. These two concepts are united because there is an implication of the latter in the sales process. Today, no company can boast of not offering optimum customer service.