For some, the difference between these two terms may seem unclear. In fact, there is no distinction between them in the French language. And yet these two user profiles do have their specific characteristics. Each requires a different sales and support strategy. But what are these differences? 🧐In this article, we will discuss the distinction between "Customers" and "Clients" and see how you can apply it to your customer salon strategy.
A customer is someone who buys a good or service from a company as sold by that company. They buy for the price and value and generally do not have a strong relationship with the seller. These are often one-off purchases. For example, someone who buys a cell phone on an e-commerce platform or a screwdriver in a DIY store.
A customer, on the other hand, is someone who is looking for a professional and personalized service from a company for a specific need. They are buying the experience and expertise of the person selling them the product or service. They no longer deal with a "salesperson" but with an "advisor." They want a strong, trusting relationship with their advisor. Unlike in the first scenario, customers often make repeat purchases. They no longer buy a cell phone but want to find the best possible plan with their advisor. They want advice tailored to their situation, needs, and budget.
Another major difference between Customers and Clients for businesses? Clients are people you want to retain! Of course, this doesn't apply to all businesses. Some companies selling SaaS solutions, for example, may be less interested in this buyer profile. But otherwise, this is where you need to focus your efforts if your strategy is to have repeat Clients. 💡
With the AppCraft CRM platformAppCraft, bring all your tools together in one place and create a seamless event experience for your attendees, guests, and exhibitors. You can seamlessly manage registrations, attendees, and content management.
At AppCraft, we don't just deliver platforms and mobile solutions . We also offer all-inclusive customer service. We have moved from customer-focused service to Customer-focused service with a capital C.
The initial ambition was for users of our solutions to become experts in the technologies we provided them with. We believed that by passing on our expertise to them, they would be guaranteed success in their events. If we trained them on our solutions at the outset, they would become self-sufficient and able to manage their events with ease. While this was necessary at the beginning, our ambitions grew and our relationships with our users strengthened. Ultimately, our users became true customers, which is quite magical! 🤩
This shift required some thought on our part. We had a genuine desire to build lasting, trusting relationships with our customers. But how could we offer them a service worthy of their trust? How could we rethink our sales and support model to build customer loyalty? That is our goal. To no longer deal with customers, but with clients.
Today, our clients trust us when it comes to safety , but also in the fact that they will be supported throughout their event. No matter what happens, and even if their needs change during the project, they know that we are able to advise and guide them.
Unlike a SaaS solution, we assign a dedicated sales representative and project manager to each project/client. They provide support before, during, and after the event in question. Our project manager can be on site or remote on the day of the event to ensure the best possible follow-up. We can also offer our clients digital consulting (by a UX designer) and communication services to optimize the visibility of their event.
Having a platform or mobile solution that is both robust and highly scalable, with a team capable of innovating in line with customer needs, has opened up new horizons for them. While they were initially simply consumers of SaaS platform features (designed for the general public), they began to rethink the digitization of their events to imagine scenarios that were 100% tailored to their specific needs. This gave rise toour annualized model, which allows our customers to benefit from a dedicated SaaS designed for their specific needs.
• We guarantee to listen actively and provide personalized advice to deliver a solution that meets 100% of their specifications
• A single point of contact throughout their project with a default hotline or more premium support depending on their needs
• A personalized event solution, with specific developments possible and last-minute modifications feasible
• White label interfaces for total immersion in the brand universe
• Technical experts located in France, able to liaise with your IT department and purchasing managers
• A sustainable solution that can be reused indefinitely for all their events. With all the associated benefits:
• Prevent data leakage by reusing the same solution for all their events
• Easy ROI analysis: all event data is stored in one place
• Time savings – one-time import of their database, expertise developed on a single tool
• Solution integrated with their internal and IT infrastructure (CRM, third-party solutions, etc.)
• Our solutions are therefore aimed at profiles that want to make a difference.
• Who expect not only the delivery of their finished product from us, but also advice. With over 15 years of experience in the field, we are able to capitalize on and make our expertise available to those who decide to place their trust in us. 🤝
So if this sounds like you, don't hesitate to contact us to discuss your future projects. Our team is at your disposal at hello@appcraft.fr or on 09.72.51.22.90 ☎️
Our tool will enable you to organize each stage of your event in a simple and personalized way, thanks to our team who are available to set up your event. This will simplify the event organization process.
