Keys To Managing Customer Relationships

By Bill Andrews, CEO, ExaGrid Systems

The keys to managing customer relationships are the same as managing any personal relationship. It boils down to listening, being a good partner, having good rapport, building trust, being transparent, having integrity, and being there when someone needs you. A good customer-IT solutions provider relationship is like a successful marriage.

There are two types of companies: those that are trying to sell you something and those that want to build a long-term partnership. We will focus on the long-term relationship.

The first step is for the solutions provider to truly understand the customer’s needs and requirements and to be a good listener. The more questions you ask and the more you listen, the more you will truly understand the requirements and challenges. From there you can be a good partner and design the right solution.

Everyone wants to work or socialize with someone they like, have a good rapport with, and trust. That is also true of solutions providers and customers. You need to be more human and not always selling. If the solutions provider wants a long-term relationship with the customer, he needs to be a trusted advisor.

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