What procedures can your company implement that will increase the likelihood that your customers will continue to buy from you? It's been our observation that those companies that have developed strong relationships with their customers generally follow several key steps. The payoff is a high degree of customer loyalty including high recommendation rates and a return on sales that typically resides in the upper quartile of businesses in their respective industry.
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Although this book is directed more toward developing working relationships with clients than customers it can be very insightful for anyone trying to strengthen relationships with buyers of your products or services. The authors distinguish between customers and clients as follows.
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Q. I'm working on a market analysis within a specific industry. What are some of the commonly used resources to compile information about a market including size, growth trends, etc.?
A. When secondary research is combined with primary research it can be very useful in gaining a better understanding of a specific market when considering entry of a new product or service or for competitive analysis purposes.
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