Understanding your customers

How to understand your customers using CRM in order to improve customer service and exceed customer expectations

How to use a database to improve customer service and to support your marketing and sales efforts.

Failing to attract enough customers is worrying, but if you know why you might be able to turn things around. Here are six possibilities.

The humble questionnaire is a very powerful tool. Not only does it allow you to find out what your customers think but it can also boost loyalty.

How do you create a positive culture in your small firm? Andrew McMillan of Charteris looks at how employers can change employee attitudes.

Big data can give you insights into your customers and improve your marketing and sales results.

Customer-facing functions need to get to know customers on a one-to-one basis, so they can anticipate customers' requirements and exceed expectations.

Retaining customers is cheaper than finding new ones. Customers become repeat purchasers because they like your product and appreciate your service.

Customer focus is essential to success in business. Expert Andrew McMillan explains how to place customers at the centre of your business culture.

It can be tough for small retailers on the high street. Customers are looking for bargains and retailers need to respond to changing customer needs.

Is your attitude to customers negative or positive? Can you relax into a customer relationship and build rapport? Take this quiz to find out.

What your customers say is incredibly valuable. Positive feedback boosts business and criticism can help you to improve your offering.

Creating a loyal band of customers through good service is a great achievement, but you've got to keep working at your relationship. Find out how.

Your members of staff are the key to delivering top-notch customer service. We explain why you should hire – and fire – for attitude.

Customer service has never been so important, yet many firms seem to have lost sight of their customers' needs. You need to exceed their expectations.

Your CRM system may hold valuable information about your customers that will help you to understand how they make purchasing decisions.

The customer may not always be right but if you see things from their point of view, you will avoid conflict and build trust says Benjamin Dyer.

It’s more cost-effective to cultivate existing customers than look for new ones. CRM can help you sell more to your existing customers.

Understanding your customers is the secret of successful selling. The more you know about them, the easier it can be to increase their spending.

Your business will never be able to keep everyone happy all the time. But even if you've let someone down, the relationship doesn't have to be over.

If you rely on one big customer for much of your trade, it is critical to build on the relationship to retain their business and win future sales.