外貿(mào)業(yè)務(wù)與客戶的相處離不開“報(bào)價(jià)”、離不開“跟進(jìn)”，所以主要的關(guān)鍵點(diǎn)即為“報(bào)價(jià)學(xué)問”、“客戶跟進(jìn)管理”。業(yè)務(wù)為什么拿不住訂單，這就主要取決于關(guān)鍵點(diǎn)“客戶跟進(jìn)管理”了。

The communications between foreign trade business and customers are always filled with "quotation" and "follow-up", so the key points are "knowledge of quotation" and "customer follow-up management". The reason why salesmen can't take orders depends largely on "customer follow-up management."

客戶關(guān)系管理的根本就在于客戶的訂單跟進(jìn)的專業(yè)度和細(xì)心程度，主要是提供客戶服務(wù)及進(jìn)一步提升企業(yè)和客戶的關(guān)系，提供創(chuàng)新式的個(gè)性化的客戶商談和服務(wù)，輔以相應(yīng)數(shù)據(jù)挖掘和相關(guān)信息的記錄協(xié)調(diào)所有客戶跟進(jìn)的交互。所以一旦業(yè)務(wù)在客戶訂單跟進(jìn)上一單出現(xiàn)差錯(cuò)過多而且對(duì)于自身客戶信息不熟悉就會(huì)容易在客戶服務(wù)上提供不到位。那么如何做好客戶的訂單跟進(jìn)和客戶跟進(jìn)管理呢？

The essence of managing relationship with customer lies in the professionalism and carefulness of following-up customers' order, mainly to provide customer service and further enhance the relationship between the company and the customers, to provide innovative and personalized customer negotiation and service, supplemented by corresponding data mining and coordinated with all customer follow-up interactions with records of related information. Therefore, once the business has missed more than the customer order, and it is not familiar with the information of its own customers, it will be easy to provide the customer service. So how can you do well in following up customer orders and managing following up customers?

在對(duì)客戶進(jìn)行分析和管理時(shí)，可以根據(jù)客戶的購買數(shù)量將客戶分成A類客戶、B類客戶和C類客戶。
When you analyze and manage customers, customers can be classified into A-type, B-type, and C-type customers, which are based on the number of customers’ purchasing.

由于A類客戶平時(shí)的交流頻率高和交流程度較深，一般會(huì)為A類客戶建立專門的檔案著重管理，提高跟進(jìn)頻率、增加跟進(jìn)時(shí)間；而對(duì)數(shù)量眾多，但購買量很小，分布分散的C類客戶則只需采取一般的跟進(jìn)管理，但不能讓客戶感覺到我們對(duì)其的不重視，因?yàn)镃類也有可能轉(zhuǎn)為B類，甚至A類客戶的；對(duì)于中間段的數(shù)量中等、購買量中等的B類客戶則進(jìn)行正常跟進(jìn)管理即可。

Due to the high frequency of communication and the deep communication level of the A-type customers, the special files of the A-type customers are generally managed to improve the follow-up frequency and increase the follow-up time. However, C-type customers whose number is large while the purchase amount are small and distributed only need to be adopted general follow-up management. But you can't make customers feel that you don't pay much attention to them, because C-type customers may also be converted to B-type or even A-type customers. As for B-type customers with medium number and purchasing amount, you can turn to normal follow-up management.

跟進(jìn)頻率的確定是基于客戶分類進(jìn)行的。針對(duì)于A類客戶，跟進(jìn)頻率應(yīng)該相對(duì)較高，一周至少安排一次，甚至幾次，具體根據(jù)實(shí)際情況而定；針對(duì)B類客戶，跟進(jìn)頻率應(yīng)保持正常，一月至少安排兩次，具體根據(jù)實(shí)際情況而定；針對(duì)C類客戶，跟進(jìn)頻率應(yīng)相對(duì)較低，一月安排一次即可，具體根據(jù)實(shí)際情況而定。
The determination of the follow-up frequency is based on the customer classification. For A-type customers, the frequency should be relatively high such as at least once a week, or even several times, depending on the actual situation; for B-type customers, the frequency should be normal, at least twice once a month or according to the actual situation; for C-type ones, it should be relatively low, and can be arranged once a month, depending on the actual situation.

跟進(jìn)表格可以根據(jù)自己的喜好、便利進(jìn)行設(shè)計(jì)，只要達(dá)到效果即可。我們可以根據(jù)自己的跟進(jìn)情況如實(shí)進(jìn)行填寫更新，以便于自己對(duì)整個(gè)跟進(jìn)情況的了解。精心詳細(xì)記錄好客戶觸點(diǎn)交互跟進(jìn)的詳細(xì)情況，是做好客戶持續(xù)經(jīng)營(yíng)的基礎(chǔ)。
Follow-up forms can be designed according to your own preferences and conveniences, as long as the results are achieved. We can fill in and update according to our follow-up situation, so that we can understand the whole situation. Carefully record the details of contact interaction with customers, which is the basis for the continuous operation with the customer.

自身對(duì)自身所負(fù)責(zé)的客戶最為了解，能根據(jù)實(shí)際情況調(diào)整頻率及時(shí)間；其二，上司的時(shí)間有限，面對(duì)的不止一個(gè)人，而是一群人，很多時(shí)候不能詳細(xì)分析，所以本著業(yè)績(jī)提升的最終目的，自身做好監(jiān)督才是關(guān)鍵。

We are always familiar with the customers we are responsible for, and can adjust the frequency and time according to the actual situation. Second, bosses have limited time. They don’t just face one person, but a group of people. So we often can not analyze in detail. Therefore, to supervise  yourself is the key with performance improvement.

業(yè)務(wù)在跟進(jìn)客戶過程中給其提供有針對(duì)性的產(chǎn)品和服務(wù)，進(jìn)而影響客戶對(duì)企業(yè)的看法和認(rèn)同度，最終把客戶變?yōu)槠髽I(yè)的長(zhǎng)期資產(chǎn)。

Salesmen provides targeted products and services in the process of following up the customer, which in turn affects the customer's perception and recognition of the company, and ultimately turns the customer into the long-term assets of the company.

文章來源：外貿(mào)連