The Phases of a Customer Relationship


Lead Generation Companies | The Phases of a Customer Relationship

Jay Baer of Convince and Convert has a nice way of categorizing relationships with customers, which I share with you.

  1. Nothing (Does not know who you are)
  2. Awareness (Knows you but does not buy from you.)
  3. No Action (Buys but not from you)
  4. Single Action (Places one order with you)
  5. Repeat Actions (Orders periodically with you)
  6. Advocate (Tells others how much they like you)

Where are you on this continuum with your customers today? Obviously, we want all our customers to become advocates. Sometimes it is hard to generalize. One of our largest clients has an Awareness stage in one group and an Advocate in another. But it is our ongoing goal to earn a trusted relationship with each customer of Find New Customers.

What do you think? What kind of relationships does your company have with its customers?

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Jeff Ogden (@fearlesscomp) is President of the B2B lead generation consultancy, Find New Customers. He presented “How to Build an Awesome Personal Brand” at the 140 Social Media Conference and appeared to discuss B2B lead generation on Sales Lead Management Radio.
To learn more about Jeff, please click on Who is the Fearless Competitor?

Find New Customers helps companies (with between 150 and 5,000 employees who sell complex products to businesses) to implement world-class lead generation programs. As companies struggle to create quality sales opportunities, they turn to lead generation companies like Find New Customers.
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One thought on “The Phases of a Customer Relationship

  1. Marketing also has to give salespeople the ability to have high-level business conversations with executives in their customer bases…Consider this the second of two important steps in enabling salespeople …. The challenge for marketing is to equip the salesperson with the knowledge necessary to begin the conversation with those pain points…Get More Personal ..All of this means that marketing needs greater understanding of customers as individuals. If you want to get really personal with customers you need to know more than their childrens birthdays you need to understand at an aggregate level the kinds of things that people in various roles inside your customers companies find useful.

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