Tópico: [EN] Clients vs Customers
26-02-2016, 12:35 #1
[EN] Clients vs Customers
Tentativa de diferenciar no. 7575879637977
We Have Clients, Not Customers
At most of the companies I’ve worked, I’ve asked my team members a simple question. What do you call the people that pay us to perform our services? In every case I’ve gotten different answers, with the most common answer being of course…Customers. I’ve debated the semantics of what a company should call these people with some really bright people and have determined the following.
While most SaaS solutions are subscription based, I’ve always challenged calling the people that pay us to perform these service…Subscribers. When I first joined my second SaaS company, they were call Subscribers. While it may be the most accurate description, I’d argue it is the least committed to having a relationship. In addition, a subscriber makes me think of magazines. Magazines have to continuously try to re-up their business and they’re really not doing that well.
The next of course is…Customers. Now I’ll concede that the term ‘customers’ is universal. Everyone understands who they are, however I see customers as being associated with a one-time event. Customers are more transactional. For example, I see McDonald’s as the prime example of a company having customers. (No offense to McDonald’s as admittedly many of my family members are regular customers). In fact, I’d argue it is part of their model. When you go to a McDonald’s, you don’t typically go there because you really like the person behind the counter or even a particular McDonald’s store versus another. You’re biggest expectation with McDonald’s is that you’ll get a similar experience at each one you walk into. You don’t go out of your way to go to the McDonald’s two towns over because you’re on a first name basis with the folks at that location. Frankly, if you do…you may have a problem.
At Scivantage we have…Clients. Clients signify a relationship. Think about your largest financial institutions. Your financial advisor won’t refer to you as a subscriber, nor a customer. You’re a client. The goal is a long-term relationship. We get to know our clients. We understand both their short and long-term needs. We’re not transactional. The interaction isn’t one and done and we’re not worrying about re-upping the relationship each year. We’re in it together for the long haul.
Última edição por 5ms; 26-02-2016 às 12:43.
26-02-2016, 12:48 #2
Client vs. customer
Tentativa de diferenciar no. 7575879639987
The nouns client and customer are sometimes used interchangeably—especially by businesses seeking to show customers extra respect by referring to them as “clients” —but the words differ in their conventional definitions.
A client is someone who engages the services of a professional. For example, lawyers, plumbers, freelance writers, accountants, and web designers often work for clients.
A customer buys goods or services from a business (rather than an individual or group of professionals).
26-02-2016, 12:53 #3
Tentativa de diferenciar no. 7575879734381
Strictly defined, a customer is someone who buys goods or services from a store or business. The word "client" can also mean "customer," according to the American Heritage Dictionary, but it has a separate definition as someone who receives professional services. In business, the two terms are often applied differently based on the types of relationships built.
Customers are generally people who come to you mainly to buy products or services you supply. Clients buy your advice and solutions personalized to their particular needs.
Customers could be one-time or repeat patrons, but generally lack loyalty to the company providing the products or services. Businesses such as retail stores, restaurants, service stations, supermarkets, banks and amusement parks typically consider their patrons as customers. Patrons needs are met by the fixed-form goods and services priced to sell. Where products or services need a lot of personalization and customization, patrons are often thought of as clients. Closer professional relationships are built with clients over time. Businesses such as law offices, graphic design firms, talent agencies, accounting firms, health care providers, and matchmaking services offer ongoing advice and specialized solutions to clients.
Customers pay for purchases but may not necessarily be the end user or consumer. For example, a patron might buy a gift from a department store for his spouse, making him the customer and his spouse the consumer. Advertising meant to attract new customers often focuses on price and value. When advertising is aimed at consumers, it often emphasizes quality and effectiveness. Customer-based businesses want people to order online, eat at their establishments, or shop at their locations.
Promotions meant to attract new clients tend to focus on a company’s reputation and experience in handling problems similar to those of the prospective client. Whereas a supermarket may advertise low prices and a wide selection of goods, a law firm will advertise how many years they’ve been in business and their confidence in getting results on a client's behalf. Client-based businesses promote themselves as people who want to convince prospective clients to hire them, and to eventually refer others to them.
Turning Customers Into Clients
In many ways, companies of all types can establish closer relationships with patrons, effectively turning customers into clients. Standing out from, and ahead of, the competition can hinge on how well your company secures greater customer loyalty. For example, retailers such as Nordstrom and CVS are successfully developing customer loyalty through innovative rewards programs that become more personalized to each customer with the help of smartphone technology, according to Harvard Business School. Through direct contact with and regular feedback from customers, a retailer can respond with customized suggestions and special product and service deals specifically catered to individual customers’ needs. When a retailer begins to consider itself like a product agent for each customer, long-term relationships flourish.
Última edição por 5ms; 26-02-2016 às 12:56.
26-02-2016, 12:55 #4
Tentativa de diferenciar no. 7575879774321
What’s the difference between a customer and a client? Substantially, not much — but as we all know on some level, the exchange of currency for goods and services is more about the style than the substance. Savvy merchants have blurred the distinction in the interests of encouraging business by conferring prestige on potential purchasers.
First, word origins: Customer’s root word, custom, ultimately derives from the Latin verb consuescere, “to accustom,” and the sense of a person who buys something from another perhaps stems from the idea of purchasing as being a habit.
Client (the plural can be clients or clientele) also comes from Latin, in the form of clientem, “follower,” which may be related to the root word of incline. This sense persists in the phrase “client state,” referring to a nation dependent on another for security or other support.
The two terms have traditionally differed widely in usage: A customer is simply a recipient of products or services in exchange for money. Even though the relationship to the provider might be long lasting, the sense is of discrete exchanges. By contrast, a client is engaged in a more qualitative relationship in which the provider generally applies professional skills to offer often intangible commodities such as legal services, insurance policies, and the like. (Another distinction is that a customer is more likely to visit a retail establishment, whereas a client may more easily receive services without being physically present at the place of business. The escalation of mail-order business spurred by online retailing, however, has blurred this distinction.)
Because of the greater perceived value associated with provision of professional services, businesses not normally classified as providers of such have taken to referring to their customers as clients. Technically, there’s nothing wrong with that; why shouldn’t an auto mechanic refer to people with car trouble as clients rather than customers? As I mentioned above, it’s all about the prestige: A streetwalker services customers, but an escort sees clients.
Synonyms for customer and client are available, but they have their limits: A buyer is someone who pays for something, but the word also refers to someone employed by or otherwise associated with a company who purchases things wholesale to later be sold as is or as part of a retail product by that company.
Patron is more limited in connotation than customer or client; it generally refers to someone purchasing an aesthetic experience such as a performance or a meal rather than carting items from a shelf to a checkout stand. It also applies, however, to a supporter (as in “a patron of the arts”) or a guardian (as in “a patron saint”).
Guest is an elegant way to describe someone acquiring lodging or otherwise remaining on the business premises for an extended time but seems pretentious for other usages. Meanwhile, consumer seems too impersonal and is best reserved for referring, in singular or plural form, to connote a typical person who buys products or services or the general public in that role.
Other synonyms such as user (or “end user”) are highly specific to technological products and services, and yet others are clunky (purchaser, vendee) or describe someone on the way to becoming a customer or client but not yet there (prospect, shopper). Your best bet is to weigh customer and client and, with candor, determine which is more appropriate for the context.
Última edição por 5ms; 26-02-2016 às 13:00.