This is Esther from Redbiller (of course). Today, I’ll be letting you into the world of what I do at Redbiller. While you get a Red Story from me every Friday, I spend the bulk of my week between several activities collectively known as Relationship management.
What is Relationship Management?
Relationship management (RM) refers to the process of building positive relationships with customers and partners to improve their overall experience with the brand. It largely involves understanding expectations through productive interactions and channelling resources to meet those expectations. For the business, RM is a tool to drive success.
Relationship management includes Customer relationship management which focuses on individual customers, and Business relationship management, which focuses on fostering productive relationships with business customers and partners.
Relationship Management at Redbiller
As the definition says, I endeavour to understand the expectations and needs of customers, manage these expectations and see how we can channel our resources to not just meet but exceed these expectations.
There is nothing routine about my life at Redbiller. Some days I’m on the phone catching up with a new business and helping them set up on Redbiller. On other days I’m exploring industry trends, creating product marketing content, making recommendations to customers, and pulling resources in-house to accommodate the growing needs of our customers.
Tips and Tricks
Relationship management is essential for every business. Although it is often overlooked because it exists outside the Sales funnel, Relationship management is what turns retained customers into loyal customers -which is a primary goal for any business. So here are five tips, or should say "tricks", that I find helpful in building and managing relationships with our customers.
1. Always be the first to reach out.
2. Be attentive to emotions and be empathetic.
3. Build. Just build.
4. Be reachable.
5. Put a face to it -it helps when they can put a face to who they are speaking with.
6. Listen. Don't listen to respond; listen to understand.
7. Ask for feedback and appreciate it when they are given.
8. Never end a conversation with a customer feeling unsatisfied
9. Do not promise if you cannot deliver. It is always better to under-promise and over-deliver.
10. Keep them updated on the progress/efforts the company is making to accommodate their needs.
Even a Sales relationship that started on the wrong footing can be salvaged by Relationship management. RM is not massaging the ego of customers and partners, rather it is a bridge that ensures that the flow of communication and value exchange is smooth between the customers and the business.
If there is one thing I want you to remember about this story, it is that I am your friend at Redbiller. If you would like to us talk on your Redbiller account, kindly reach me at [email protected] or call 09168574047. I look forward to hearing from you.
Esther from Redbiller.