Mmmmm
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 stress
3. 3
Customer Relationship Management
Term applied to processes implemented by a company
to handle its contact with its customers
It is process or methodology used to learn more about
customers' needs and behaviors in order to develop
stronger relationships with them.
set of methodologies, software, and usually Internet
capabilities that help an enterprise manage customer
relationships in an organized way.
CRM is a software-based approach to handling customer
relationships
4.
5. Relevant data for customer profile is captured with the help of
software.
Necessary information is captured from prospective customers.
CRM system stores data in common customer database.
The database integrates customer account information and present
it in desirable format to the company.
This database can be accessed on Internet, intranet and on other
network links.
The data is used for sales, marketing, services and other
applications.
The contact management software contains various modules of
databases, displays, charts, workflow programs.
6. Sales process management follows a customized
sales methodology with specific sales policies and
procedures.
Sales activities include - Product information,
product configuration, sales prospectus, sales quote
generation.
CRM also provide the history of customer account
so that the sales call can be scheduled accordingly.
7. CRM helps the professionals in product marketing,
target marketing, relationship marketing and
campaign management.
By analyzing customer and business value of direct
marketing can be estimated.
CRM also helps in customer retention, behavior
prediction, channel optimization, personalization.
Customer response and requests can be quickly
scheduled and hence sales contacts.
8. CRM system provides service representatives with adequate
software tools and access to customer database. It also helps to
create, assign and manage the service requests by customers.
Call center software is designed to route customer calls to
respective attendants as per the skills and authority to handle
special cases.
Help desk software is developed to help customer service
representative to help customers who face problems with product
or service to resolve it.
Web-based Self Service means help customer to access
personalized information at company website.
9. The primary objective of CRM is to enhance and
optimize customer retention and loyalty.
CRM systems are also useful in determining most
loyal and profitable customers and reward.
CRM analytical software includes determining tools
and analytical marketing software whereas CRM
databases consists of customer data ware house
and CRM data marts.
10.
11. techniques used to form relationships with
new customers to achieve an online sale.
For achieving this special CRM software
tools and databases are used.
The main purpose of this CRM function is
to make aware the customer about the
superior product by a distinguished
company.
12. to keep customer satisfied and happy to
offering superior service from specialists.
The profitability of the business is
increased by CRM sales for a automation
and direct marketing.
The customer experience the convenience
of one stop shopping at reasonable prices.
13. Customer retention refers to the actions an
organization takes to retain existing customers i.e.
the techniques to maintain relationships with existing
customer.
The customer retention has two distinct goals.
1. To retain customers of the organizations (repeat
customers).
2. To keep customers using online channel (repeat
visits).
14.
15. Stage one: Collecting information
Stage two: Storing information
Stage three: Accessing information
Stage four: Analysing Customer behaviour
Stage five: Marketing more effectively
Stage six: Enhancing the customer experience
16.
17. There are following types of CRM
1.OPERATIONAL CRM
2. SFA
3.Analytical CRM
4.COLLABORATIVE CRM
5.GEOGRAPHIC CRM
18. Operational CRM processes customer
data for a variety of purposes:
'Managing Campaigns'
Enterprise Marketing Automation
Sales Force Automation
Sales Management System
19. Sales Force Automation automates sales
force-related activities such as:
Activity Management: Scheduling sales
calls or mailings
Tracking responses
Generating reports
Opportunity Management and Assessment
Account Management and Target Account
Selling
20. Analytical CRM analyzes customer data for a variety of
purposes:
Designing and executing targeted marketing campaigns
Designing and executing campaigns, e.g. customer
acquisition, cross-selling, up-selling
Analysing customer behavior in order to make decisions
relating to products and services (e.g. pricing, product
development)
Management information system (e.g. financial
forecasting and customer profitability analysis)
Analytical CRM generally makes heavy use of data
mining.
21. Collaborative CRM covers aspects of a company's
dealings with customers that are handled by various
departments within a company, such as sales, technical
support and marketing. Staff members from different
departments can share information collected when
interacting with customers. For example, feedback
received by customer support agents can provide other
staff members with information on the services and
features requested by customers. Collaborative CRM's
ultimate goal is to use information collected by all
departments to improve the quality of services provided
by the company.
22. Geographic CRM (GCRM) combines
geographic information system and traditional
CRM. Geographic data can be analyzed to
provide a snapshot of potential customers in a
region or to plan routes for customer visits.
Geographic CRM
23. 23
Many inter-related aspects
Front office operation
Back office operations
Business relationships
Analysis
24. 24
Direct interaction with customers
Face to face meetings
Phone calls
E-mail
Online services etc
25. 25
Operations that ultimately affect the activities of the front
office
Billing
Maintenance
Planning
Marketing
Advertising
Finance
Manufacturing
26. 26
Interaction with other companies and partners
Suppliers/vendors
Retail outlets/distributors
Industry networks
27. 27
Key CRM data can be analyzed in order to plan
Target-marketing campaigns
Conceive business strategies
Judge the success of CRM activities (e.g., market share, number and
types of customers, revenue, profitability)
30. 30
Correct data
Ensuring that the data of the customers is correct
Example:-Mobile number
31. 31
Use of data mining techniques
To find relationships that you did not know existed
Data mining is an important enabler for CRM
Helps in the process of understanding a customer by
providing the necessary information
Facilitates decision-making.
32. 32
Right communication
Right messages communication
This is done with a Campaign Management tool that can
automatically select the right targets and the right
messages via the right channels
The responses are then fed back into the Validation
process for evaluation and refinement
33. Indian companies were slow in adopting CRM. One of
the major reasons for this has been a lack of proper
understanding of CRM as a concept and how it could
benefit an organization. In the past, CRM was
identified with call centers. However, this has changed
in recent times with a better understanding of the
various components of CRM and increased
awareness levels of how it can drive efficiencies
across the board.
What is the status of CRM adoption in India?
36. Increased competition in the sector meant that
organisations had to think of more innovative ways to
acquire and retain customers. This sector has seen
more investments in IT infrastructure which is an
enabler for applications.
Though back-end systems are always important for
smooth functioning of systems, for the service sector it
is also important to have a user-friendly interface.
Many companies in this sector have adopted CRM
before investing in ERP. Verticals in the services sector
include retail and commercial banks, brokerages,
insurance, mutual funds, IT services, BPO, hospitality,
travel, media and logistics.
37. CRM is the strategic use of information, process,
technology, and people to manage customer’s
relationship with your company (marketing, sales,
services and support ) across the whole customer life
cycle.
Although our definition of CRM is broad and complex but
its goal is simple
To maximize the value of your company’s customer asset.
including
•Customer loyalty
•Company’s revenue
•Company’s profit
38.
39. The customer life cycle is total time that a customer is engaged
with your company from the customer’s experience and
viewpoint.
There is high level of cycle that is consistent for
customers, no matter the product or services and no matter
how much how much the customer spend on each stage;
1. Consider: Customer becomes aware of need and investigates
alternative solution.
2.Purchase: Customer evaluates and chooses the best
alternatives and place an order.
3. Set up: Customer install the product and learn how to use it.
4. Use: Customer operates and maintain the product and finally
makes the decision to retire it or upgrade, which starts the
cycle all over again.
40. A major shift in marketing thought:
from mass marketing to individualized marketing
From focus on acquiring lots of new customers to
retaining and building more business with fewer loyal
high-value customers
Goal: build long-term relationship, 1:1
A firms ability to build and maintain relationships
with customers, suppliers, and partners may be
more important than the firms land, property,
and financial assets.
The key: Treat customers like friends
41. “Establishing, maintaining, enhancing, commercializing
customer relationships through promise fulfillment”
Building long-term profitable relationships with mutual
benefit
Tool: promise fulfillment => customer satisfaction
Domino’s Pizza ads claim 30 minute delivery of
pizza’s.
42. Subconscious Expectations
Pizza with specified toppings
Take 10 minutes
Come in a packed box
Remain warm till you reach home
Charges – standard and acceptable price
Pizza will taste reasonably good
You will come back is all the above are met
43. If you go regularly
Rapport with employees
You forgive if they mess up with one or two
expectations
Degree of confidence determines
tolerance
If using first time, and even one expectation is
not met
You will never go again
47. 47
Important
Business starts with the acquisition of customers
However, any successful CRM initiative is highly
dependent on a solid understanding of customers
48. 48
Understand
Demographics, purchase patterns & channels
Segmentation to identify logical unique groups
Primary research to capture needs and attitudes
Customer valuation to understand profitability
Differentiate
Based on the value customers are
expected to deliver
49. 49
Develop
Products, services, channels and media can be
customized based on the needs of quantitative customer
segments
Customize
Based on the potential value delivered by
customer segment
50. 50
Interact
Not just through marketing, sales and media
Distribution, shipping, customer service & online
Deliver
Delivering value is a cornerstone
Factors including quality, convenience,
speed, ease of use,
responsiveness and service
excellence
51. 51
Acquire
Learning about customers makes it easy to identify those
producing the greatest value
Retain
Maintain interaction;
Deliver on value
Customers change as they move through
differing life stages
Modify the service
52. eCRM provides to companies a means to conduct
interactive, personalised and relevant communication
with customers across both electronic and traditional
channels.
It utilises a complete view of the customer to make
decisions about messaging, offers, and channel
delivery.
eCRM v/s CRM: The Differences
Being able to take care of your customer via the Internet,
or, customers being able to take care of
themselves online: That’s the difference between CRM
and eCRM.
53. Companies need to take firm initiatives on the eCRM
frontier to Optimize the value of interactive
relationship.
Enable the business to extend its personalized
messaging to the Web and e-mail.
Co-ordinate marketing activities across all customer
channels.
Leverage customer information for more effective
eMarketing and eBusiness.
Focus business on improving customer relationship
and earning a greater share of each customer’s
business through consistent measurement,
assessment and “actionable” customer contact
strategies.
54.
55. Excellent customer service is about being aware of
customer needs and reacting to them effectively.
CRM helps you to understand, anticipate and respond to
your customers' needs in a consistent way, right across
organization.
CRM will help your business if you view it as a set of
tools that let you do more for, and get more from, your
customer.
Keeps all your customer information in one place.
Know and understand your customers.
Know your best revenue opportunities.
Spot the best sales campaigns.
56. Using CRM, a business can :
Provide better customer service
Increase customer revenues
Discover new customers
Help sales staff close deals faster
Make call centers more efficient
Simplify marketing and sales processes
57. Problems of collecting and coordinating substantial data
can lead to privacy problems.
Firms still need to be sensitive to customer wishes about
unsolicited contacts. Customer privacy request needs to
be a part of CRM.
Privacy and data security
One of the primary functions of CRM software is to collect
information about customers. When gathering data as
part of a CRM solution, a company must consider the
desire for customer privacy and data security, as well as
the legislative and cultural norms. Some customers
prefer assurances that their data will not be shared with
third parties without their prior consent and that
safeguards are in place to prevent illegal access by third
parties.