Customer Relations And The Role Of The Marketing Manager
The most successful marketers and managers are those who take the trouble to put themselves into the other persons shoes
. As marketing manager taking time to understand your customers, establish a quality relationships, loyalty and support from both customers and team members. Communication is the key to any relationship. Product and sales oriented companies sometimes have the problem of being good talkers but poor listeners. Marketing research is the main tool for a firm to use to find out about the customers needs. Whatever options undertaken, they are all dependent on the marketer to be listening actively. Complaints and compliment are a vital source of communication from customers. A marketing manager should establish communication systems so that all complaints or comments are reported and positively seek feedback through questionnaires and suggestions. Welcoming comments is an opportunity for review and when responding it is advisable not to be automatically defensive. Additional tips to enhancing customer relation are; taking care to avoid misunderstandings, dealing with problems proactively and not assuming things. For example, some modern companies with take time to follow up the installation of new equipment with a simple phone call. Well developed information systems will provide an early warning which can help alert on possible problem hence address then before they get out of hand. Also business owners should take care to consider how their actions may cause problems. For example, organizations with a policy of frequent staff changes often fail to realize the impact this has on their customers. This is because a customers personal touch with the staff is crucial. Workers are the key contact with clients and they do not just represent, they are the organization.
Customer Relations And The Role Of The Marketing Manager