Dallas Business Consultant Elijah ClarkDallas Business Consultant Elijah Clark

Relationship marketing

Strong customer relationships are essential for your business if you desire to increase sales and generate a positive brand reputation. Customers frequently recognize their relationships with businesses similar to personal connections. In analyzing whether customers looking for relationships with businesses actually desired a genuine personal relationship with the business, it was found that a majority of business-to-customer (B2C) relationships were inauthentic when contrasted with genuine person-to-person relationships.

The foundation of relationship marketing includes four essential elements of relationships that include commitment, trust, comprehension, and quality. In an examination of 306 online surveys, researchers confirmed that each of the four elements of relationships influenced customer loyalty. Nevertheless, the customer’s perception and comprehension of quality and value influenced the relationship and purchase intentions.

— For more lessons like this, purchase your copy of Act Like a Business: Think Like a Customer by Dr. Elijah Clark from all major bookstores. —

Decision Support Systems

A Decision Support Systems (DDS) assist in reducing time needed in manual searching of information. DSS gives the ability for results to be returned at faster than human speeds. DSS is a flexible interactive IT system designed to assist non-structured decision making problems. Advantages of DSS include, increased productivity, understanding, speed, flexibility, and reduced cost. DSSs are information systems that support decision-making processes. Objective of DSSs is to enhance the effectiveness of decision-makers. Functions that DSS assist with include data storage, retrieval, manipulation, and small calculations. A crucial point of DSS is its ability to react to changes and situations quickly. DSS can be used to assist in solving many different promising diverse alternatives to problems.
 
DSS is when an individual performs decision related task. The goal of DSSs is to assist the decision maker in improving their effectiveness. Enhancing the decision maker’s insights and knowledge does this. Decision-making is dependent upon knowing past, present, and likely future situations. Information systems should have the ability to forecast the future based on probability.
 
Often a DSS will incorporate an expert system (ES). While a DSS requires the decision maker to have knowledge and expertise about the situation, an ES only requires facts and symptoms to provide solutions to problems. In a replacement role, an ES helps with improving efficiency of decision makers. ES tools are used to mainly support and assist with problems and not replace the decision maker. ES is a system that assists with reaching conclusions based on reasoning. These types of systems are useful for diagnostic and prescriptive type problems. In a support role, an ES can be known as an expert advisory. DSS generally has three components: model management, data management, and user interface management. Model management provides information to the decision makers. Data management assists with customer and product information. User interface management helps the decision makers access the information. ES tools, if used to replace human decision makers, have been shown to be just as effective, if not better than a human. Organizations should not rely on ES tools to improve the efficiency of the decision maker. 
 
The marketing firm that I am researching could use DSS to analyze its customer marketing performance and create effective strategies based on that information. Considering the organization uses tracking and monitoring tools to view its customer data, it should use DSS to highlight opportunities for each unique customer. Currently, its customers each have similar goals and processes that are used to generate sales. However, with implementing DSS, it could help in developing unique plans and goals for the customers instead of one universal marketing method. 

Caring for your customers

Most customers already believe they know what they want, very often they do not want your opinion, and want only for you to provide them with the product or service requested. While this is often ok, you should still try and understand what they are trying to achieve, or you may end up with poor reviews and an upset customer who feels they wasted their time. It all comes down to staying focused on the goals of the customer and the strategies for achieving those goals. Two primary questions to consider asking customers when attempting to understand their goals include:

• What is your goal for using or purchasing this product or service?
• What results are you expecting by using this product or service?

Asking these questions will help demonstrate a genuine concern for your customers and they will, most often, appreciate your sincerity.

— For more lessons like this, purchase your copy of Act Like a Business: Think Like a Customer by Dr. Elijah Clark from all major bookstores. —

Effective Communication

Many customers will discontinue business with you simply because they are confused about something or misunderstand your contract. Effective communication is key to a healthy relationship.

As a representative of your business, you should be involved in, and dedicated to, the satisfaction and growth of customer relationships within your business. When working with customers, know why the customer selected you in the first place.

Keep sight of customer goals and pursue those goals relentlessly to satisfy your customer. Chances are your customers have a good reason for wanting to work with your business or purchase your product or service. Ask what that is and why, today of all days, they chose to make the move.

— For more lessons like this, purchase your copy of Act Like a Business: Think Like a Customer by Dr. Elijah Clark from all major bookstores. —

Revenue Growth

When your business maintains a healthy relationship with customers, revenue will always increase considering current happy customers tend to purchase more. There is also the potential for a satisfied customer to purchase additional products or services when offered the option to bundle those products and services. For instance, if a satisfied loyal customer has home insurance from an insurance company that they trust, there is a high probability that the customer will also purchase property and auto insurance from that same company.

Retention Cost: The cost to service existing satisfied customers is substantially less expensive than that of acquiring new customers considering there is no acquisition cost, your business should already know the needs and wants of existing customers, and active customers will have fewer queries and complaints as they are already aware of your business’s processes, products, and checkout flow.

— For more lessons like this, purchase your copy of Act Like a Business: Think Like a Customer by Dr. Elijah Clark from all major bookstores. —

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