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Key Customers Portfolio

Discussion in 'Biashara, Uchumi na Ujasiriamali' started by NasDaz, Mar 10, 2010.

  1. N

    NasDaz JF-Expert Member

    #1
    Mar 10, 2010
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    When one talk about Customer Service, most people flashes their mind towards large businesses like banks, mobile phone companies and the like. Very few people take into account the importance of Customer Service in their small businesses. Mbaya zaidi, even those taking into account the importance of this business support tool, very few among them take into account the importance of Customer Service Portfolios. As a result, inapotokea kwamba mauzo yameshuka kwenye biashara yako; unaanza kujiuliza kwanini mauzo yameshuka while the answer is on ur finger tips. Itabidi ujiulize kwavile you don’t have a Key Customer Portifolio and you do nothing in managing your Customer Portifolio! Na hata wale wanaolipa nafasi suala la Customer Portfolios, there again remains very few or none at all among them taking into account what I can call it as POTENTIAL CUSTOMERS SUPPORT. Let’s take a deep breath!

    Assume u have a flock with about 5000 broilers and 2000 layers at any one given time. Though not documented, but you have managed to have a Key Customers Portfolio in your head such that one of your potential customer is Mr. X. The business between you and Mr. X is about 700 broilers and 70 egg trays per week.
    · CASE I: Ghafla, kwa siku tatu mfululizo unakuta mauzo ya kuku na mayai yanashuka! Hata hivyo, unagundua Mr. X hajatokea kwenye biashara yako kwa siku zote hizo! Kv hauna management ya customer portifolio, unabaki kusikitika kutokana na kushuka mauzo yako badala ya kujiuliza what’s wrong to Mr. X. Kama ungekuwa na managament ya customers portifolio, then bila shaka ungekuwa na contacts za Mr. X ambapo ungempigia na kumuuliza kimemsibu nini! Assume, baada ya kumpigia, anakujulisha kwamba amefiwa na baba mkwe wake( or any other important person kwake). Kama una-manage ur customer portifolio, at least utanunua kadi na maua na kupeleka rambirambi kwake kutokana na msiba uliomkuta badala ya kumsubiria siku atakayokuja tena kwenye biashara yako ili umpe pole. I DON’T EXPECT kwamba Mr. X atakuja kukukimbia kwenye biashara yako siku moja!
    · CASE II: A ssume order ya kuku na mayai ya Mr. X inapungua for about 10%! Na kwavile no management of Customer Portifolio, unashindwa kugundua mapema kwamba kwako mauzo yameshuka kv Mr. X amepunguza stock anayochukua kwa about 10%. Na hata pale unapogundua, u don’t take action kumbe endapo ungemdadisi, si ajabu angekuambia hiyo 10% iliyopungua ni yake yeye binafsi kwavile alikuwa na banda la biashara (say kibanda cha chipsi) ambalo amebomolewa na City na hivyo hafanyi tena biashara hiyo! Si ajabu wakati anakuambia hayo, wewe una uwezo wa kumfanyia mpango wa kupata eneo lingine la biashara na kuendelea kuikung’uta ile 10% ambayo ilitaka kupotea!
    · CASE III: Assume you’re Customer Service Manager (CSM) of Bank T. More often than not, mteja mmoja wa benki anapoikimbia benki yako, inakuwa vigumu kugundua kwamba kuna mteja is no longer ur customer. The consequence may be insignificant kama mteja aliyeingia mitini ni mteja wa kawaida; lakini kama ni among the key customer then the consequence will be easily noticable unless u don’t care about what is happening in your books accounts. Kama ungekuwa serious CSM, obvious ungekuwa na Key Customers Portfolio ambapo mteja mmoja anaposhindwa kuonekana benki kwa muda mrefu tofauti na kawaida yake; ungejua mapema na ku-trace what’s happening to your Key Customer. Si ajabu kilichomkuta ni sawa na CASE I ya Mr. X ambayo ingewafanya kumpelekea Kadi ya rambirambi na maua na ku-create customer royalty! Or may be, could be similar to CASE II of Mr. X ambayo kwa kushirikiana naye si ajabu mngefika mahali pa kutompoteza this royal customer. OR, may be mteja wenu huyu ameamua kuhama kabisa benki yenu na kwenda kwenye benki nyingine kwavile tu kuna kitu hapo kwenye benki yenu (or Bank Branch) hakimfurahishi, assume kitu hicho ni msongamano wa watu (congestion). Kwa kawaida, wateja wa aina hii huwa wanakimbia step by step! Pamoja na yote hayo, wewe as CSM unakubali kabisa kwamba huyo mteja ni potential kwenu na ni among the TOP TEN DEPOSITORS with good loan repayment track record! Kama wewe ni CSM mwenye Key Customer Portifolio na kuwa na kitu kama POTENTIAL CUSTOMERS SUPPORT, katu huwezi kuwa tayari kumpoteza mteja muhimu kama huyo kwavile tu anakimbia foleni kwenye benki yenu!! Can’t you have something to do not to loose this customer?!
     
  2. B

    Bobby JF-Expert Member

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    Mar 10, 2010
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  3. K

    Kabengwe JF-Expert Member

    #3
    Mar 10, 2010
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    Good subject
    Itawanufaisha wengi, not only marketers but also entrepreneurs!

    I like the explanations (clarity), these are the kind of lessons that most of us need!

    Thanks once again NasDaz!
     
  4. N

    NasDaz JF-Expert Member

    #4
    Mar 19, 2010
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    Thanks for ur appreciation mkuu!!!
     
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