The Art & Science of Building Better Professional Relationships (CRM)


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Understanding how to build and maintain strong business relationships.

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The Art & Science of Building Better Professional Relationships (CRM)

  1. 1. v Exploring the Art & Science of Building Better Relationships. Frank Falcone Founder & CEO, Triggerfox Corporation --- Co-Founder & Program Director Rotman Centre for CRM Excellence University of Toronto
  2. 2. v Relationships Matter.
  3. 3. v Why? Relationship Strength is King Co-workers Looking for a new job or promotion? It’s not what you know, or even who you know, but rather how strong your relationships is with the people who matter. Prospects Winning Business: “All things being equal, people will do business with a friend; all things being unequal, people will still do business with a friend.” - Mark McCormack Customers Keeping Customers: Not keeping in touch with a customer in a meaningful way is the #1 reason why they leave.
  4. 4. v $25 Billion is spent every year on CRM software, by companies trying to help their employees build strong relationships with their customers. CRM Software
  5. 5. v When it comes to building real person-to-person relationships, traditional CRM software has failed. CRM systems were built to house transactional data, not relationship insights. CRM
  6. 6. v The Problem Starting, building and maintaining strong relationships is not easy.
  7. 7. v DISCONNECTED WEAK TIE STRONG TIE 2. Building a Relationship 3. Maintaining a relationship Do nothing Do something bad The Lifecycle of Relationships 1. Starting a Relationship Understanding The Problem: Michael Wu. PhD
  8. 8. v The Dunbar Limit Understanding the Problem: How many meaningful relationships can one person maintain? Prof. Robin Dunbar found a relationship between brain size of primate species and their group size. The Dunbar 150: The cognitive limit to the number of individuals with whom any one person can maintain stable relationships.
  9. 9. v Does the Dunbar limit still apply in modern society? Michael Wu. PhD
  10. 10. v Measuring Relationship Strength Time. Do you put forth the proper amount of time in maintaining your relationships? Reciprocity. Do you give back to your contacts and are proactively generous? Intensity. How do you keep in touch and with what frequency? Trust. Are you being genuine & authentic? Prof. Mark Granovetter, Ph.D. Sociologist at Stanford University
  11. 11. v Relationships get stronger when you regularly share your time, knowledge, generosity and network connections. The “Relationship” Secret
  12. 12. v Learn to identify the right triggers to act on Other examples include… • Prospect is now at the 40% stage of the sales cycle • Customer just sent out an unhappy tweet about our service • There was a major merger at their company
  13. 13. v Make it: • Meaningful • Unexpected • Personalized How you action a trigger matters! Knowledge Personal NetworkYour TimeGifts Handwritten Cards
  14. 14. v ”In a world that is being reshaped by the relentless advance of technology, what stands out are acts of generosity and connection that remind us what it means to be human.” – Bill Taylor, cofounder of Fast Company magazine
  15. 15. v Contact Info Frank Falcone, Founder & CEO Triggerfox Corporation Direct: 416-435-5458 @frankcrm