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Customer Relationship Management of Xerox

Discuss Customer Relationship Management of Xerox within the Marketing Management forums, part of the PUBLISH / UPLOAD PROJECT OR DOWNLOAD REFERENCE PROJECT category; Xerox Corporation (NYSE: XRX; pronounced /ˈzɪərɒks/) is a Fortune 500 global document management company (founded in 1906) that manufactures and ...

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Netra Shetty
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Customer Relationship Management of Xerox - January 20th, 2011

Xerox Corporation (NYSE: XRX; pronounced /ˈzɪərɒks/) is a Fortune 500 global document management company (founded in 1906) that manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers, digital production printing presses, and related consulting services and supplies. Xerox is headquartered in Norwalk, Connecticut (moved from Stamford, Connecticut in October 2007[1]), though its largest population of employees is based in and around Rochester, New York, the area in which the company was founded. On September 28, 2009, Xerox announced the intended acquisition of Affiliated Computer Services for $6.4 billion. The deal closed on February 8th, 2010.[2] Xerox holds a Royal Warrant from HM Queen Elizabeth II and the Prince of Wales.

Tension arises with clients when expectations are not met in the eyes of the client. The fundamental CRM Strategy of Xerox that I learned about client relationships is to set realistic expectations. If this is not possible, it is not worth doing business with the client, whether you are doing sales, marketing or development work. Below are a number of client relationship management CRM Strategy of Xeroxs that I learned the hard way and that I implement every single day.

CRM Strategy of Xerox 1: Call the client.

When things go wrong and the client knows, call. Email does not always translate circumstances or feelings well as there is no voice inflection and a client usually places more value on a phone call. Discuss the situation and have solutions ready! Also have a time line ready for implementing the solutions and resolving the problems. Be sure you can deliver on the timeline; this will restore confidence. People in crises situations feel less stress when they know what to expect. When you execute the solutions and the client is aware of this they will increase their confidence in you and relax more.

CRM Strategy of Xerox 2: Keep the client informed.

When things go wrong and the client doesn't know, it is still a good idea to let them know. This is not always the case, but in my experience, more often than not it resolves more potential problems than it causes and shows your integrity. I always have solutions in place and address the problem before I talk to the client. The majority of the time your client will find out about the problem anyway.

CRM Strategy of Xerox 3: Offer solutions.

Have solutions ready for clients when there are problems. Do not expect them to tell you what to do. Offer them solutions and ask for their thoughts. In my case clients have most often said, “What do you think we should do?” This shows the client that you have thought about the problem and have it under control.

CRM Strategy of Xerox 4: Watch those promises.

Do not promise what you cannot deliver. It is always better to “under promise and over deliver” as they say. This is critical in the above scenarios and always true with clients. Set realistic timelines and budgets and add a little padding so you can absolutely deliver what you promised and then some. This will pay off in spades. Clients will be more likely to refer you and more likely to use you in the future.

CRM Strategy of Xerox 5 : Add value.

Add value to you and your business by bringing the client ideas. For example, you might make these suggestions to a Web site client: “Have you ever thought of using Google Adsense to add a revenue stream to your site? I noticed that your site is not in the Open Directory Project; have you considered submitting it? Do you have a tracking system on your site? I have found this is a good way to understand where people are entering your site and where they might be leaving, as a tracking system may offer insights into navigation problems which lead to audience attrition. Have you considered writing a white paper series?”

New pitches, marketing strategies, anything that is of value that will help move the client’s business forward will be appreciated. I use this approach with all of my clients and eventually they begin asking me about portions of the business where I am not currently involved. This may lead to additional dollars in your contract and increased loyalty. The drawback comes when a client starts spending a lot of your time talking about new ideas. It is important to be careful with this one. Be sure that the relationship is set up so everyone respects one another’s time.
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Re: Customer Relationship Management of Xerox
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Jitendra Mazee
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Re: Customer Relationship Management of Xerox - October 29th, 2017

Quote:
Originally Posted by netrashetty View Post
Xerox Corporation (NYSE: XRX; pronounced /ˈzɪərɒks/) is a Fortune 500 global document management company (founded in 1906) that manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers, digital production printing presses, and related consulting services and supplies. Xerox is headquartered in Norwalk, Connecticut (moved from Stamford, Connecticut in October 2007[1]), though its largest population of employees is based in and around Rochester, New York, the area in which the company was founded. On September 28, 2009, Xerox announced the intended acquisition of Affiliated Computer Services for $6.4 billion. The deal closed on February 8th, 2010.[2] Xerox holds a Royal Warrant from HM Queen Elizabeth II and the Prince of Wales.

Tension arises with clients when expectations are not met in the eyes of the client. The fundamental CRM Strategy of Xerox that I learned about client relationships is to set realistic expectations. If this is not possible, it is not worth doing business with the client, whether you are doing sales, marketing or development work. Below are a number of client relationship management CRM Strategy of Xeroxs that I learned the hard way and that I implement every single day.

CRM Strategy of Xerox 1: Call the client.

When things go wrong and the client knows, call. Email does not always translate circumstances or feelings well as there is no voice inflection and a client usually places more value on a phone call. Discuss the situation and have solutions ready! Also have a time line ready for implementing the solutions and resolving the problems. Be sure you can deliver on the timeline; this will restore confidence. People in crises situations feel less stress when they know what to expect. When you execute the solutions and the client is aware of this they will increase their confidence in you and relax more.

CRM Strategy of Xerox 2: Keep the client informed.

When things go wrong and the client doesn't know, it is still a good idea to let them know. This is not always the case, but in my experience, more often than not it resolves more potential problems than it causes and shows your integrity. I always have solutions in place and address the problem before I talk to the client. The majority of the time your client will find out about the problem anyway.

CRM Strategy of Xerox 3: Offer solutions.

Have solutions ready for clients when there are problems. Do not expect them to tell you what to do. Offer them solutions and ask for their thoughts. In my case clients have most often said, “What do you think we should do?” This shows the client that you have thought about the problem and have it under control.

CRM Strategy of Xerox 4: Watch those promises.

Do not promise what you cannot deliver. It is always better to “under promise and over deliver” as they say. This is critical in the above scenarios and always true with clients. Set realistic timelines and budgets and add a little padding so you can absolutely deliver what you promised and then some. This will pay off in spades. Clients will be more likely to refer you and more likely to use you in the future.

CRM Strategy of Xerox 5 : Add value.

Add value to you and your business by bringing the client ideas. For example, you might make these suggestions to a Web site client: “Have you ever thought of using Google Adsense to add a revenue stream to your site? I noticed that your site is not in the Open Directory Project; have you considered submitting it? Do you have a tracking system on your site? I have found this is a good way to understand where people are entering your site and where they might be leaving, as a tracking system may offer insights into navigation problems which lead to audience attrition. Have you considered writing a white paper series?”

New pitches, marketing strategies, anything that is of value that will help move the client’s business forward will be appreciated. I use this approach with all of my clients and eventually they begin asking me about portions of the business where I am not currently involved. This may lead to additional dollars in your contract and increased loyalty. The drawback comes when a client starts spending a lot of your time talking about new ideas. It is important to be careful with this one. Be sure that the relationship is set up so everyone respects one another’s time.
Hey netra, I read your article regarding customer relationship of Xerox and it is really nice. I appreciate your work and would hope you would share more contents like this in future. Well, I am also uploading a document which would give more detailed information.
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