CRM Seminar 1 2010[1]

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Customer Relationship Management

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  • Company Loyalty becoming a thing of the past Need to reestablish bonds with your customers Verizon vs ATT Who care either one ….almost sleezy attempts to continue servi
  • STRATEGY AND A TOOL
  • IS NOT JUST IT, MARKETING, OR SALES EVERYONE INCLUDING SHIPPING, PRODUCTION A WAY OF DOING BUISNESS EVERYONE SUPPORT AND ADDS VALUE AS A RULE, THE FURTHER AWAY FROM THE END CUSTOMER THE LESS CRM TENDS TO BE IMPORTANT NEED TO
  • ANY EXAMPLES OF ANY EXPERIENCES AT YOUR COMPANIES WHERE OF A RELATIONSHIP GONE BAD
  • THERE IN LIES A LOT OF OUR ISSUES SCM AND LEAN ARE GOOD BUT COUST FOCUS IS WHRE WE NEED TO CONCENTRATE AS A DIFFERENTIATOR
  • BLEND HOW CLOSE YOU WANT TO BE AND HOW MUCH ATTENTION YOU NEED TO GIVE YOUR CUSTOMER A B C GUCCI EXPERIENCE SALES CLERK
  • AMAZON. COM RETENTION.. CUSTOMER WHO BOUGHT THIS ALSO VIEWED THIS RECOGNIZE REPEAT SHOPPERS HISTORY OF BUYING
  • LEAD TIME PRICE SERVICE CHANGE REQUIRES UNDERSTANDING
  • DETERMINE THE VALUE TO YOUR COMPANY ROI AND CONCENTRATE WHERE NEEDED BIGGEST BANG FOR YOUR MONEY AND ENERGY CAN’T FIX EVERYTHING
  • HAS ANYONE LOST OR ALMOST LOST AN A CUSTOMER BECAUSE THEY LOST FOCUS TOYOTA??
  • AIRLINE ENDUSTORY VS SOUTHWEST ASSIGNED SEATING VS LINES VS NOW ABC LINES BAGS FLY FREE…COMMERCIALS
  • PDA’S EXPENSIVE TOY VS BARGAIN TOOL ORGANIZED VS EVERYONE HAS ONE
  • GOOD CRM MAY FEED OTHER AREAS DEMAND MANAGEMENT SUPPLY CHAIN DECISIONS FRONT END BUSINESS REVENUE
  • EVALUATE CUSTOMERS OVER TIME VS BLUEBIRD
  • A B C HOW DO YOU MANAGE YOUR CUSTOMER BASE?
  • HOW DO WE DO THIS
  • ANSWERING THE PHONES THE SAME THROUGHOUT THE COMPANY ONE FACE TO THE CUSTOMER PUBLISH CUSTOMER LIST VOICE OF THE CUSTOMER WHAT DO THEY WANT
  • CUSTOMER ADVOCATES ON TIME TO CUSTOMER WANT DATE VS PROMISE DATE
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