5 Tips That Can Help FMCG Distributors Serve Customers Better
When someone asks which is the most thriving industry on this planet, a simple answer would be the FMCG. An industry that didn’t stop during the pandemic is surely something of a wonder. The FMCG market in the world has been valued at $10,020.0 billion as of 2017. This number is projected to be increased to $15,361.8 billion by 2025. The industry has a massive network of distribution with an immense turnover. This extensive distribution network has several channels, which need to maintain its business by dealing with manufacturers and customers at the same time .
Some of the popular names in the FMCG market of Zimbabwe include Nestle Zimbabwe Private Ltd, Lobels Biscuits & Sweets, and Arenel. They are the international leaders in offering packages products . If you are one of the distributors dealing with such famed FMCG companies, then you certainly need to implement some exclusive strategies or tips to make your customer service better. Here are the tips for FMCG distributors to make their relations with customers better.
1. Technology: The FMCG distributors can effectively harness technology to make their sales team more competitive . This wide-scale adoption of technology following inventory and sales systems using Dealer Management Systems along with CRM i.e. Customer Relationship Management system allows businesses to handle massive chunks of data across different channels.
2. KPI For Customer Service: FMCG distributors can integrate tools to measure their customer service performance. These tools include CCF, OTIF, CCFOT, and CSLM. This measurement tells you the amount of accuracy you have in delivering things to the right place. There are monthly progressing reports for the same to track your performance as per time, location, and order accuracy.
3. Establish Customer Service Target: In order to establish a customer service target, you have to pursue a well-coordinated sequence of steps. Starting with identifying the customer service target, your business would further require you to establish long-term goals. The customer service targets can be established as per the inherent motivation, which offers better encouragement. Moreover, your customer service target plan should be well-informed to the employees with strategies that would be used to achieve the set target .
4. Ideal Segmentation Mix: Usually, the market is being segmented into 5 categories. They include geographic, demographic, psychographic, behavioral, and firmographic. When we say segmented, it’s mostly like creating groups within a heterogeneous market. It’s like creating a cluster or groups with similar characteristics. Doing so will make your job easier and will allow you to find the right marketing strategy suited for your target market. Segmentation is one of the smartest techniques to define your target market and accordingly choose your dealers .
5. Implement Relevant KPI: The KPIs you add to your performance measurement process should be more relevant. You need to be honest and further avoid using biased performance indicators. You can use the SKU to measure, which will help you find the actual reasons for inefficiency. This will also help in improving the overall operations of the business. Moreover, you will be able to measure the factor that truly drives your business.
