Cross-border e-commerce customer follow-up strategy and management after the Canton Fair

After the Canton Fair, foreign trade salesmen need to follow up with customers through emails and other methods. This is an efficient and convenient way. This article will provide a complete follow-up strategy for foreign trade salesmen by combining email follow-up, customer follow-up management process and customer follow-up status.

Email follow-up skills

Follow-up after sending samples

When the sample is sent to the potential user, the foreign trade salesperson should immediately inform the customer via email that the sample has been sent, and attach the order number of the international express delivery to facilitate customer inquiry. A few days later, after confirming the delivery of the express delivery, the customer was informed by email that the sample had been signed for, and asked if the customer had any questions, leaving his or her contact information to show initiative.

Sending of pictures and quotations

For customers who request product pictures or quotations at the Canton Fair, the foreign trade salesperson should send the required information via email as soon as possible after returning to the company. Within a few days after sending, add another email asking the customer about their intention to cooperate and understand their true thoughts. Communicate with relevant departments in a timely manner to resolve objections regarding price or products.

During the email follow-up process, please pay attention to the following points:

• Frequency control: Avoid sending emails too frequently;
• Concise and clear: Make sure the email content is concise and not lengthy;
• Accurate Answer: Make sure your response is accurate.

Customer follow-up management process

Good customer management and follow-up can significantly improve performance. The specific process is as follows:

1. Familiar with customer needs: Understand the basic needs of customers;
2. Meet needs: Provide corresponding services according to customer needs;
3. Exceeds expectations: Provide services that exceed customer expectations;
4. Crisis Management: Respond quickly when faced with problems;
5. Relationship upgrade: Deepen the relationship with customers through regular return visits, communication, etc.

In addition, each customer service staff should also establish a detailed customer file to record customer information, cargo information, peer information, etc., in order to formulate more targeted service strategies.

Analysis of customer follow-up situation

In order to promote customer transaction conversion, customers need to be divided into four states according to the order process: negotiating, unconcluded, following orders, and after-sales. The main follow-up methods include:

• Email follow-up: Ensure that effective emails are sent within 2 days and customer emails are responded to within 24 hours;
• Online communication: Use tools such as Aliwangwang/Skype to respond to customers online in a timely manner;
• Telephone communication: For important customers, confirm by phone based on email or online communication.

In actual operation, the following details should be paid attention to:

• Avoid sending important emails on Mondays and Fridays;
• Treat customers as regular contacts rather than just during business dealings;
• Perform self-reflection and record customer transactions before and after each follow-up.

In summary, scientific and reasonable customer follow-up strategies can not only improve business success rates, but also deepen customer relationships and bring long-term benefits to the company.