Customer Relations Management The concept > The tool > The social act A presentation by Mohammad Nawaz Business Technology Consultant > Client Services / Solutions Specialist

Our discussion today… Know your customer – the first frontier Understanding your product/service – is it customer oriented? Defining customer needs and meeting expectations Increasing your marketability Introducing CRM as a tool Adding value to your business CRM in today’s social sphere Using social media marketing for better customer relations

Know your customer – the first frontier

Understanding your product/service – is it customer oriented?

Defining customer needs and meeting expectations

Increasing your marketability

Introducing CRM as a tool

Adding value to your business

CRM in today’s social sphere

Using social media marketing for better customer relations

Know your customer the first frontier

the first frontier

Let the games begin! It is the toughest challenge to overcome, but yields the maximum result What do you know about your customer? What are your means to know them better? What do you know about what your customers know about what you sell?

It is the toughest challenge to overcome, but yields the maximum result

What do you know about your customer?

What are your means to know them better?

What do you know about what your customers know about what you sell?

Survival of the fittest Does your business pass the test? Is it future proof? Where’s the value add? How does it react to expectations? Is it ahead of the competition? Does it hear what is being said?

Does your business pass the test?

Is it future proof?

Where’s the value add?

How does it react to expectations?

Is it ahead of the competition?

Does it hear what is being said?

Knowing what’s to know What’s hot … and what’s not? Is your business aware of changing trends? What is your fashion? Fashion for the masses? What determines fashion? Are you in, or are you out?

What’s hot … and what’s not?

Is your business aware of changing trends?

What is your fashion?

Fashion for the masses?

What determines fashion?

Are you in, or are you out?

Rightful targeting Watch your aim, mate! The sweet spot Assessing the demographics Changing times and trends Can a parallel universe exist? Distinctive approach Tying up loose ends

Watch your aim, mate!

The sweet spot

Assessing the demographics

Changing times and trends

Can a parallel universe exist?

Distinctive approach

Tying up loose ends

Customer orientation bypass trial and error

bypass trial and error

Tuning up Assessing your business orientation What do you know about your product / service? What makes it click? Scoring customer orientation Matching trends and fashion Aligning with existing demographics

Assessing your business orientation

What do you know about your product / service?

What makes it click?

Scoring customer orientation

Matching trends and fashion

Aligning with existing demographics

Match products to business objectives Products / services shouldn’t be out of line What are the medium to long term objectives? Is the product / service rightly aligned? Is there any level of compromise? How do we get back to where we want to be?

Products / services shouldn’t be out of line

What are the medium to long term objectives?

Is the product / service rightly aligned?

Is there any level of compromise?

How do we get back to where we want to be?

Increasing Marketability focusing where it matters

focusing where it matters

Using customer knowledge Get to know what matters most Tastes Trends Age groups Networks Backgrounds What’s more to know?

Get to know what matters most

Tastes

Trends

Age groups

Networks

Backgrounds

What’s more to know?

Revaluation Get to know yourself better The revaluation process will help increase marketability To start with, manual assessments are quite sufficient Other tools and resources are also quite helpful Experts are also available to provide more comprehensive data Follow your customer

Get to know yourself better

The revaluation process will help increase marketability

To start with, manual assessments are quite sufficient

Other tools and resources are also quite helpful

Experts are also available to provide more comprehensive data

Follow your customer

Customer Relations Management connect with your customer

connect with your customer

A CRM Tool Various tools available, concentrating on core elements Not just a sales pipeline assessment In depth Analysis Networks and Associations Key dates and moments Managing the 80:20

Various tools available, concentrating on core elements

Not just a sales pipeline assessment

In depth Analysis

Networks and Associations

Key dates and moments

Managing the 80:20

Some Common Applications Salesforce.com Soffront CRM Siebel CRM PeopleSoft Oracle CRM SugarCRM OpenBravo ERP

Salesforce.com

Soffront CRM

Siebel CRM

PeopleSoft

Oracle CRM

SugarCRM

OpenBravo ERP

Value Add where the money is

where the money is

Reaching out Believe it or not… Customers appreciate if you ask their opinion Customers will tell you the truth … they are they insiders themselves Customers prefer not to get too personal, but then that’s what they involuntarily expect as well Personalization gives them more comfort They like to be talked to in their own language

Believe it or not…

Customers appreciate if you ask their opinion

Customers will tell you the truth … they are they insiders themselves

Customers prefer not to get too personal, but then that’s what they involuntarily expect as well

Personalization gives them more comfort

They like to be talked to in their own language

Listen Various avenues to hear what they say Customer feedback Surveys One-on-one interaction Groups and Events Social Networks

Various avenues to hear what they say

Customer feedback

Surveys

One-on-one interaction

Groups and Events

Social Networks

Converse Talk WITH them Instead of talking TO them In their language, how they like to talk Follow their gestures Ask for suggestions Follow word of mouth influences Post discussion follow up … one on one and online

Talk WITH them

Instead of talking TO them

In their language, how they like to talk

Follow their gestures

Ask for suggestions

Follow word of mouth influences

Post discussion follow up … one on one and online

Opening up Welcome to the new media marketing Social media is NOT a phenomenon, it has been there since ever Adoption has made it a phenomenon Using it gets you right up the grill Not all that you see happening is real, just like television But there is a real world out there

Welcome to the new media marketing

Social media is NOT a phenomenon, it has been there since ever

Adoption has made it a phenomenon

Using it gets you right up the grill

Not all that you see happening is real, just like television

But there is a real world out there

The Social CRM The best of both worlds … at it together Use technology cohesively to gain better insight Leverage strengths and attributes Be inside the skin of your customer Be the fashion of your customer Customize your products / services Become the change the customer is looking for

The best of both worlds … at it together

Use technology cohesively to gain better insight

Leverage strengths and attributes

Be inside the skin of your customer

Be the fashion of your customer

Customize your products / services

Become the change the customer is looking for

Be the Change Join the club! Become part of the change Register to social networks Follow your customers and have them follow you Promote change and be the change Involve your people to communicate Be the next revolution!

Join the club!

Become part of the change

Register to social networks

Follow your customers and have them follow you

Promote change and be the change

Involve your people to communicate

Be the next revolution!

Your say… this is usually the part where you ask your questions!

this is usually the part where you ask your questions!

Thank you very much, everyone You may reach me at LinkedIn www.linkedin.com/in/nawaz Facebook www.facebook.com/mnawaz Twitter www.twitter.com/MystaKool Blog www.MystaKool.com Email [email_address] You can skip the phone number, email’s good :)

You may reach me at

LinkedIn www.linkedin.com/in/nawaz

Facebook www.facebook.com/mnawaz

Twitter www.twitter.com/MystaKool

Blog www.MystaKool.com

Email [email_address]

You can skip the phone number, email’s good :)