Getting to Know Your Customers
We at Telcowin have a checklist of questions to take into account before we determine what products are perfect for our customers. In the words of Ronald, Telcowin’s Strategic Account Manager, it all comes down to viewing the business from your customers’ eyes.
Quoting Telcowin’s Senior Business Consultant, Faiz, the best way is to put yourselves into your customers’ shoes. We need to find out what they are doing, what their pain points are, their struggles, and learning about the things they have previously done. Knowing your customer is having the ability to feel what the customer is struggling from, and being empathetic towards them.
During the pandemic, a lot of teams and organisations were disconnected and needed Telcowin to come in and give them the solution of doing things remotely while still effectively communicating with each other.
Previously it was okay for everybody to be in the same room but now it was about shifting the nature of making decisions. Nobody knows everything and that’s why we have hand holding sessions with customers to make the business more dynamic.
In order to market effectively to targeted customers, we need to touch on digital marketing. There are many areas and channels such as email, chat, chatbots, via app, etc.
Even small to mid sized companies have a sizeable set of customers and they need CRM to organise their customer database in order to identify who to target at the right time.
Digital marketing gives SMBs a greater reach with a lean amount of budget. With digital marketing, companies are able to scale strategically, and retain the customers all at the same time.
Apart from leveraging the technology, best way to get into the minds of your customers is to ask your customers themselves. You can use surveys or other tools to learn more about your customers’ needs. You just need to ensure that you ask the right things to the right audience. Blind targeting will only render the opposite effect.
Some industries still carry out focus groups but they are time consuming and tedious to organise, having to segregate people into specific groups according to age, gender, location etc. On the other hand, digital marketing or automation allows you to send out surveys and run analytics to figure out who likes what when and how with a larger group as compared to surveys done within focus groups.
There are is world of tools and methods on getting to know your customers and you can find out more by tuning to this week’s Telcowin Tech Talk podcast at podcasts.telcowin.com. Check out the episode entitled Getting to know your customers.