Customer relationship management japan

Expectation #1: Stability and Long-Term Commitment

Japanese firms want suppliers they can stick with for the long term.
They tend to have long, involved selection processes in order to determine if a supplier is worth working with. (Sometimes it seems that the long selection process is a kind of test to determine if your firm has the necessary patience.) Part of the selection process will be determ.

Expectation #2: Good Track Record

One of the hallmarks of Japanese culture is aversion to risk.
In order to win a new Japanese customer, you need to prove that you are not a risky choice for them.
This requires showing how you have been a good choice for other customers.
Show off your customer list and any awards you have received from them, as well as your ISO ratings and other qu.

Expectation #3: Assigned Contact Person

When working with Japanese customers, it is important to assign a main contact person for the account.
All communication with the customer should flow through this person to ensure coordination and consistency.
This will prevent conflicting messages from different departments.
I recently spoke with the Director of Asian Investment of a Midwestern s.

Expectation #4: High Quality

It naturally goes without saying that Japanese expect the highest quality.
It’s important to remember, however, that this applies not only to your product, but to everything you do, including your written communication and personal interactions.
Check and double-check to avoid any mistakes or quality problems.
Everything given to the customer shoul.

Expectation #5: Accessibility

Let Japanese customers know how they can contact you if there’s a problem or they have a question at an unusual hour.
In Japan, it’s typical to print cell phone numbers and home phone numbers on business cards.
It may not be necessary to go that far, but it’s important to have an emergency contact designated.
Just relying on one contact method is n.

Expectation #6: Quick, Positive Response

It is important to acknowledge every phone call, email, and fax from a Japanese customer as soon as possible — you should always try to reply that same day if possible.
If you aren’t able to provide the information requested right away, just let them know that you received their inquiry and let them know when you plan to get back to them “I’m worki.

Expectation #7: Keeping Commitments

In Japanese business culture, deadlines and delivery dates are taken literally.
Deadlines should not just be viewed as desirable guidelines – they should be viewed as strict drop-dead dates.
Your customer is likely planning an entire schedule around the receipt of their order from you — being late can result in a severe inconvenience Be careful abo.

Expectation #8: Thorough and Complete Follow-Up

In Japanese eyes, the relationship begins with the sale.
Post-sale follow-up is important to ensure that your customer is satisfied with the product or service they received.
Beware of the common U.S. practice of the salesperson disappearing after the sale and handing things off to “customer service.” Don’t forget that follow-up conversations are a.

Expectation #9: Continuous Improvement Attitude

How you respond when there’s a problem is key to your relationship with a Japanese customer.
Be willing to take responsibility when the customer has experienced an inconvenience.
Don’t try to “explain away” the problem by blaming other employees, or other factors outside of your control.
Apologize for any problems and inconveniences that the client.

What is Customer Relationship Management?