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  • 0 楼#

    cqm

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    曾经有人问过我,为了拓宽业务,公司决定挽回流失客户,那么,作为一个外贸新人应该怎么做呢?
    A fan
    once asked me that his company decided to retrieve the loss of customers in
    order to expand business, so, as a new foreign trader, what should he do?
    首先从大方面分析,如今外贸行业不太景气,受经济影响,客户流失严重这样的现象并不鲜见。除了与大环境有关,企业自身的问题和客户维系可能才是本质原因。  
    From a
    general aspect at first, foreign trade industry today is not so good affected
    by the economy and losing customer is common. In addition to the general
    atmosphere, the enterprise’s own problems and customer retention might be the essential reasons
    of it.
    今天,就拿西蒙的例子,逐一和大家分析,希望给大家带来新的帮助。
    Today, I
    will take Simon as an example and analyze it for you one by one, which I hope
    can be useful for you.
    事件:导致客户丢钱还丢合作
    Incident:
    lead to money loss of customers and fail to cooperate
    曾经,西蒙遇到过这样的事情。2010年底,公司开发了一个巴拉圭的新客户,西蒙为客户介绍了一个供应商。意外的是,2个月后货终于到了客户手上。但客户整理货物的一个礼拜期间,却发现了许多预料不到的问题。虽然给客户免费更换了新的PCB,发送了新的说明书,但其他小的质量问题是客户无法接受的。
    Once
    Simon encountered such a thing that at the end of 2010: the company has
    developed a new Paraguay customer and Simon introduced a supplier for the
    customer. The surprise thing was that it took 2 months for customer to get the
    shipment. But when the customer sorted the goods, they found a number of
    unexpected problems during the week. Although customers had got a new
    replacement PCB for free and got a new specification at the same time, other
    minor quality issues were still cannot be accepted by customer.
    因为供应商的问题,导致了客户的合作伙伴撤资。更糟糕的是,因为产品质量问题,客户维修了很多次,造成的损失大约1万美金。
    Customer’s partner withdrew capital because
    of the problem of supplier. What’s worse, the customer had repair many times, causing a loss of about
    $10,000 because of the problem of qualities.
    修复:保持沟通并作出弥补
    Repair:
    keep communication and offer some make up
    事情过去后,西蒙一直在Facebook上与客户保持联系。联系时不见得要谈工作,只要信任和良好的沟通关系依然存在,就有希望。因为关系一直保持了良好,今年,客户有了新的采购需求,西蒙便给客户推荐了另外一家大的厂商,产品价格比他现在的供应商要低几千美金。
    After
    things past, Simon had kept in touch with customer in Facebook. It was not
    necessary to talk about work when contacting and hope was still there only if
    we kept a good communicating relationship and trusted each other. Because of a
    long last good relationship, the customer had a new purchase demand this year
    and Simon gave customer another big manufacturer, whose product price was
    thousand dollars lower than his current supplier.
    因为上次的供应商的问题,所以西蒙这次主动提出这个订单可以节省的部分,希望可以全部作为对他和他公司的补偿。让客户很受感动。
    Since
    the supplier issues last time, Simon offered the part of this order that can be
    saved as the compensation for him and his company, which made customer very
    impressed.
    心得:分析原因,顺藤摸瓜
    Summary:
    analyze the reasons and track down by following clues
    重新开发老客户和新客户有所不同,相对后者,前者是有过合作基础,背景了解相对透彻,成功率也会高一些。
    Redevelopment
    of old and new customers are different, compare to the latter one, the former
    is based on cooperation with better background understanding, so the success
    rate is higher.
    客户流失的原因大体上有以下几种:1.产品质量问题;2.竞争对手抢夺;3.公司人员流动;4.总失信于客户;5.市场销售低迷;6.中小客户不被关注和重视;7.自然流失;8.其他。针对不同的流失原因,再根据公司可以给的支持和价格权限,制定客户再开发方案,相信将有机会挽回客户。
    Basically,
    there are several following reasons for customers losing: 1. Product quality
    issues; 2. Competitors; 3. Movement of persons; 4. Always fail to customers, 5.
    Sales slump 6. Medium and small customers are not being paid enough attention;
    7. Natural wastage; 8. Others. For different reasons, to develop customer and
    program according to the support and price privilege that the company can give,
    which will have a chance to save customers.

  • 1 楼#

    苏简帆

    • 粉丝
      150
    • 人气
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    • 铜币
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  • 曾经有人问过我,为了拓宽业务,公司决定挽回流失客户,那么,作为一个外贸新人应该怎么做呢?
    A fan
    once asked me that his company decided to retrieve the loss of customers in
    order to expand business, so, as a new foreign trader, what should he do?
    首先从大方面分析,如今外贸行业不太景气,受经济影响,客户流失严重这样的现象并不鲜见。除了与大环境有关,企业自身的问题和客户维系可能才是本质原因。  
    From a
    general aspect at first, foreign trade industry today is not so good affected
    by the economy and losing customer is common. In addition to the general
    atmosphere, the enterprise’s own problems and customer retention might be the essential reasons
    of it.
    今天,就拿西蒙的例子,逐一和大家分析,希望给大家带来新的帮助。
    Today, I
    will take Simon as an example and analyze it for you one by one, which I hope
    can be useful for you.
    事件:导致客户丢钱还丢合作
    Incident:
    lead to money loss of customers and fail to cooperate
    曾经,西蒙遇到过这样的事情。2010年底,公司开发了一个巴拉圭的新客户,西蒙为客户介绍了一个供应商。意外的是,2个月后货终于到了客户手上。但客户整理货物的一个礼拜期间,却发现了许多预料不到的问题。虽然给客户免费更换了新的PCB,发送了新的说明书,但其他小的质量问题是客户无法接受的。
    Once
    Simon encountered such a thing that at the end of 2010: the company has
    developed a new Paraguay customer and Simon introduced a supplier for the
    customer. The surprise thing was that it took 2 months for customer to get the
    shipment. But when the customer sorted the goods, they found a number of
    unexpected problems during the week. Although customers had got a new
    replacement PCB for free and got a new specification at the same time, other
    minor quality issues were still cannot be accepted by customer.
    因为供应商的问题,导致了客户的合作伙伴撤资。更糟糕的是,因为产品质量问题,客户维修了很多次,造成的损失大约1万美金。
    Customer’s partner withdrew capital because
    of the problem of supplier. What’s worse, the customer had repair many times, causing a loss of about
    $10,000 because of the problem of qualities.
    修复:保持沟通并作出弥补
    Repair:
    keep communication and offer some make up
    事情过去后,西蒙一直在Facebook上与客户保持联系。联系时不见得要谈工作,只要信任和良好的沟通关系依然存在,就有希望。因为关系一直保持了良好,今年,客户有了新的采购需求,西蒙便给客户推荐了另外一家大的厂商,产品价格比他现在的供应商要低几千美金。
    After
    things past, Simon had kept in touch with customer in Facebook. It was not
    necessary to talk about work when contacting and hope was still there only if
    we kept a good communicating relationship and trusted each other. Because of a
    long last good relationship, the customer had a new purchase demand this year
    and Simon gave customer another big manufacturer, whose product price was
    thousand dollars lower than his current supplier.
    因为上次的供应商的问题,所以西蒙这次主动提出这个订单可以节省的部分,希望可以全部作为对他和他公司的补偿。让客户很受感动。
    Since
    the supplier issues last time, Simon offered the part of this order that can be
    saved as the compensation for him and his company, which made customer very
    impressed.
    心得:分析原因,顺藤摸瓜
    Summary:
    analyze the reasons and track down by following clues
    重新开发老客户和新客户有所不同,相对后者,前者是有过合作基础,背景了解相对透彻,成功率也会高一些。
    Redevelopment
    of old and new customers are different, compare to the latter one, the former
    is based on cooperation with better background understanding, so the success
    rate is higher.
    客户流失的原因大体上有以下几种:1.产品质量问题;2.竞争对手抢夺;3.公司人员流动;4.总失信于客户;5.市场销售低迷;6.中小客户不被关注和重视;7.自然流失;8.其他。针对不同的流失原因,再根据公司可以给的支持和价格权限,制定客户再开发方案,相信将有机会挽回客户。
    Basically,
    there are several following reasons for customers losing: 1. Product quality
    issues; 2. Competitors; 3. Movement of persons; 4. Always fail to customers, 5.
    Sales slump 6. Medium and small customers are not being paid enough attention;
    7. Natural wastage; 8. Others. For different reasons, to develop customer and
    program according to the support and price privilege that the company can give,
    which will have a chance to save customers.





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