Business 13 Teams __ Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do. 14 Stress ___ Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations. 15 Marriage ____ The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road. 16 Leadership ______ Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done. 17. Emotions Are All Normal ___ Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry. 18/ Being able to Express Your Emotions ____ Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly. 19/You Are Not Your Emotions ______ Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions. 20/ Timing __ As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words. Thanks for reading ~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆 Book:- https://amzn.to/3XsVTz2. 13 Teams __ Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do. 14 Stress ___ Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st

1. CUSTOMER RELATIONSHIP
MANAGEMENT
as an enabler of customer centric strategy

2. FEATURING….
AS AN ENABLER OF CUSTOMER
CENTRIC STRATEGY
2
RELATIONSHIP BETWEEN
IT AND CRM
IMPLEMENTATION
CASE IN POINT
3
4
5
6
WHAT IS CRM?
FUTURE
1

3. WHAT IS CRM …..
CRM is the business strategy that aims to
understand, anticipate, manage and
personalize the needs of an organization's
current and potential customers.

6. CRM AS AN ENAblER…..
 Attracting new customers.
 Generating more business from existing
customers.
 Retaining profitable customers.

7. RELATIONSHIP BETWEEN IT AND CRM

9. ADVANTAGES
 Shared or distributed
data
 Cost reduction
 Better Customer
Service
 Increased Customer
Satisfaction
 Better Customer
Retention
 Loyal customers
 More repeat business
 More new business
 More Profit

10. CRM IMPLEMENTATION
 Remember that Culture is King
 Set Realistic Goals
 Obtain and Maintain Senior Management
Support
 Analyze Working Processes
 Select the Right Software Partner

11. CHARACTERIZATION
OF CRM MATURITY

12. A CASE IN POINT-BHARTI AIRTEL
WHY CRM?
 System was run manually.
 only 40 percent of customer issues were getting
resolved-
 Now about 90 percent,To manage the expectations of
the customers
 provide them with innovative products and services in
a manner which makes them loyal.
WHICH CRM ?
 Bharti is using the Oracle CRM platform.
 Provide AirTel services anywhere and at any time.
 Same quality of service no matter whichever call centres
she contacts

13. A CASE IN POINT-BHARTI AIRTEL
VALUE DERIVED?
 AirTel is now able to give its customers more value for
money.
 Able to provide customers different schemes and
services depending on airtime usage.
 Managed to segregate their workflow with the help of
the CRM tool.

14. THE BREAK-UP
A CASE IN POINT-BHARTI AIRTEL

15. FUTURE
 The Internet will continue to be exploited to
gather and attract data from customers.
 Analytical technologies will be used more often
to generate, anticipate or directed customer
behavior.
 Real time integration of data.

16. PRESENTED BY:
GROUP 2
AMITANSHU SRIVASTAVA
ALOK KUMAR
ABHISHEK SAXENA
A N PANIGRAHI
Amar Tiwari
ANKUR GOLCHA