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Social Enterprise Learning Toolkit (Customer Relations Module)

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This presentation features the Customer Relations Module of the Social Enterprise Learning Toolkit developed by Enterprising Non-Profits. The Toolkit offers a number of different learning modules and can be found on the enp website at www.enterprisingnonprofits.ca

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Social Enterprise Learning Toolkit (Customer Relations Module)

  1. 1. Customer Relations Module #6Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 1
  2. 2. Sales and customers are the core of your business venture. Blended value drives your success! Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 2
  3. 3. You have to: Reach the customer! Serve the customer need! Maintain the customers! “Spend it to make it!” Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 3
  4. 4.  Who is your customer? What do they want? Why do they want it? Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 4
  5. 5. Understand why they have chosen to do business with you in the first place You have to look at the whole customer experience to get them to continue as your customer ◦ Deliver Value … Every Day ◦ Act Promptly to fix problems ◦ Review Service from the customer perspective ◦ Never forget your Competition Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 5
  6. 6.  “Customer is Always Right” “It takes 10 positive responses to outweigh 1 negative response” “Service with a smile” (even over the phone!) Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 6
  7. 7.  Target Customer ◦ Market Segmentation Analysis ◦ Who is going to buy? Who is buying? Selling Strategy ◦ Advertising and Resources Competition ◦ Who else is out there? Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 7
  8. 8.  Direct or Retail Selling Wholesale Sales or Distribution Online Sales A Mix Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 8
  9. 9. Fundraising Sales Grants and Clients  You have to go to the come to you customer Social Need  Competition Potential Funders  Market Demand  Customers Amount of Ask  Pricing Amount Received  Sales Revenue Reporting  Communications Clients Served  Overhead Expenses Overhead Allocation  Income / Profits Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 9
  10. 10.  From a customer’s perspective, review and evaluate: ◦ Quality of Product ◦ Competitive Pricing ◦ Service & Experience Level / Convenience ◦ Social Value ◦ Other tangibles ◦ Other intangibles “We sell ________” Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 10
  11. 11. Social enterprises are businesses operated by non-profits with the dual purpose of generating income by selling a product or service in the marketplace and creating a social, environmental or cultural value. Enterprising Non-Profits (enp) is a unique, collaborative program thatpromotes and supports social enterprise development and growth as a means to build strong non-profits and healthier communities. The program is supported by the following funding organizations: For more information on enp and different modules in the Social Enterprise Learning Toolkit please check out www.enterprisingnonprofits.ca 11

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