Customer Relations Management


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Customer Relations Management

  1. 1. Customer Relations Management The concept > The tool > The social act A presentation by Mohammad Nawaz Business Technology Consultant > Client Services / Solutions Specialist
  2. 2. Our discussion today… <ul><li>Know your customer – the first frontier </li></ul><ul><li>Understanding your product/service – is it customer oriented? </li></ul><ul><li>Defining customer needs and meeting expectations </li></ul><ul><li>Increasing your marketability </li></ul><ul><li>Introducing CRM as a tool </li></ul><ul><li>Adding value to your business </li></ul><ul><li>CRM in today’s social sphere </li></ul><ul><li>Using social media marketing for better customer relations </li></ul>
  3. 3. Know your customer <ul><li>the first frontier </li></ul>
  4. 4. Let the games begin! <ul><li>It is the toughest challenge to overcome, but yields the maximum result </li></ul><ul><ul><li>What do you know about your customer? </li></ul></ul><ul><ul><li>What are your means to know them better? </li></ul></ul><ul><ul><li>What do you know about what your customers know about what you sell? </li></ul></ul>
  5. 5. Survival of the fittest <ul><li>Does your business pass the test? </li></ul><ul><ul><li>Is it future proof? </li></ul></ul><ul><ul><li>Where’s the value add? </li></ul></ul><ul><ul><li>How does it react to expectations? </li></ul></ul><ul><ul><li>Is it ahead of the competition? </li></ul></ul><ul><ul><li>Does it hear what is being said? </li></ul></ul>
  6. 6. Knowing what’s to know <ul><li>What’s hot … and what’s not? </li></ul><ul><ul><li>Is your business aware of changing trends? </li></ul></ul><ul><ul><li>What is your fashion? </li></ul></ul><ul><ul><li>Fashion for the masses? </li></ul></ul><ul><ul><li>What determines fashion? </li></ul></ul><ul><ul><li>Are you in, or are you out? </li></ul></ul>
  7. 7. Rightful targeting <ul><li>Watch your aim, mate! </li></ul><ul><ul><li>The sweet spot </li></ul></ul><ul><ul><li>Assessing the demographics </li></ul></ul><ul><ul><li>Changing times and trends </li></ul></ul><ul><ul><li>Can a parallel universe exist? </li></ul></ul><ul><ul><li>Distinctive approach </li></ul></ul><ul><ul><li>Tying up loose ends </li></ul></ul>
  8. 8. Customer orientation <ul><li>bypass trial and error </li></ul>
  9. 9. Tuning up <ul><li>Assessing your business orientation </li></ul><ul><ul><li>What do you know about your product / service? </li></ul></ul><ul><ul><li>What makes it click? </li></ul></ul><ul><ul><li>Scoring customer orientation </li></ul></ul><ul><ul><li>Matching trends and fashion </li></ul></ul><ul><ul><li>Aligning with existing demographics </li></ul></ul>
  10. 10. Match products to business objectives <ul><li>Products / services shouldn’t be out of line </li></ul><ul><ul><li>What are the medium to long term objectives? </li></ul></ul><ul><ul><li>Is the product / service rightly aligned? </li></ul></ul><ul><ul><li>Is there any level of compromise? </li></ul></ul><ul><ul><li>How do we get back to where we want to be? </li></ul></ul>
  11. 11. Increasing Marketability <ul><li>focusing where it matters </li></ul>
  12. 12. Using customer knowledge <ul><li>Get to know what matters most </li></ul><ul><ul><li>Tastes </li></ul></ul><ul><ul><li>Trends </li></ul></ul><ul><ul><li>Age groups </li></ul></ul><ul><ul><li>Networks </li></ul></ul><ul><ul><li>Backgrounds </li></ul></ul><ul><ul><li>What’s more to know? </li></ul></ul>
  13. 13. Revaluation <ul><li>Get to know yourself better </li></ul><ul><ul><li>The revaluation process will help increase marketability </li></ul></ul><ul><ul><li>To start with, manual assessments are quite sufficient </li></ul></ul><ul><ul><li>Other tools and resources are also quite helpful </li></ul></ul><ul><ul><li>Experts are also available to provide more comprehensive data </li></ul></ul><ul><ul><li>Follow your customer </li></ul></ul>
  14. 14. Customer Relations Management <ul><li>connect with your customer </li></ul>
  15. 15. A CRM Tool <ul><li>Various tools available, concentrating on core elements </li></ul><ul><ul><li>Not just a sales pipeline assessment </li></ul></ul><ul><ul><li>In depth Analysis </li></ul></ul><ul><ul><li>Networks and Associations </li></ul></ul><ul><ul><li>Key dates and moments </li></ul></ul><ul><ul><li>Managing the 80:20 </li></ul></ul>
  16. 16. Some Common Applications <ul><li> </li></ul><ul><li>Soffront CRM </li></ul><ul><li>Siebel CRM </li></ul><ul><li>PeopleSoft </li></ul><ul><li>Oracle CRM </li></ul><ul><li>SugarCRM </li></ul><ul><li>OpenBravo ERP </li></ul>
  17. 17. Value Add <ul><li>where the money is </li></ul>
  18. 18. Reaching out <ul><li>Believe it or not… </li></ul><ul><ul><li>Customers appreciate if you ask their opinion </li></ul></ul><ul><ul><li>Customers will tell you the truth … they are they insiders themselves </li></ul></ul><ul><ul><li>Customers prefer not to get too personal, but then that’s what they involuntarily expect as well </li></ul></ul><ul><ul><li>Personalization gives them more comfort </li></ul></ul><ul><ul><li>They like to be talked to in their own language </li></ul></ul>
  19. 19. Listen <ul><li>Various avenues to hear what they say </li></ul><ul><ul><li>Customer feedback </li></ul></ul><ul><ul><li>Surveys </li></ul></ul><ul><ul><li>One-on-one interaction </li></ul></ul><ul><ul><li>Groups and Events </li></ul></ul><ul><ul><li>Social Networks </li></ul></ul>
  20. 20. Converse <ul><li>Talk WITH them </li></ul><ul><ul><li>Instead of talking TO them </li></ul></ul><ul><ul><li>In their language, how they like to talk </li></ul></ul><ul><ul><li>Follow their gestures </li></ul></ul><ul><ul><li>Ask for suggestions </li></ul></ul><ul><ul><li>Follow word of mouth influences </li></ul></ul><ul><ul><li>Post discussion follow up … one on one and online </li></ul></ul>
  21. 21. Opening up <ul><li>Welcome to the new media marketing </li></ul><ul><ul><li>Social media is NOT a phenomenon, it has been there since ever </li></ul></ul><ul><ul><li>Adoption has made it a phenomenon </li></ul></ul><ul><ul><li>Using it gets you right up the grill </li></ul></ul><ul><ul><li>Not all that you see happening is real, just like television </li></ul></ul><ul><ul><li>But there is a real world out there </li></ul></ul>
  22. 22. The Social CRM <ul><li>The best of both worlds … at it together </li></ul><ul><ul><li>Use technology cohesively to gain better insight </li></ul></ul><ul><ul><li>Leverage strengths and attributes </li></ul></ul><ul><ul><li>Be inside the skin of your customer </li></ul></ul><ul><ul><li>Be the fashion of your customer </li></ul></ul><ul><ul><li>Customize your products / services </li></ul></ul><ul><ul><li>Become the change the customer is looking for </li></ul></ul>
  23. 23. Be the Change <ul><li>Join the club! </li></ul><ul><ul><li>Become part of the change </li></ul></ul><ul><ul><li>Register to social networks </li></ul></ul><ul><ul><li>Follow your customers and have them follow you </li></ul></ul><ul><ul><li>Promote change and be the change </li></ul></ul><ul><ul><li>Involve your people to communicate </li></ul></ul><ul><ul><li>Be the next revolution! </li></ul></ul>
  24. 24. Your say… <ul><li>this is usually the part where you ask your questions! </li></ul>
  25. 25. Thank you very much, everyone <ul><li>You may reach me at </li></ul><ul><ul><li>LinkedIn </li></ul></ul><ul><ul><li>Facebook </li></ul></ul><ul><ul><li>Twitter </li></ul></ul><ul><ul><li>Blog </li></ul></ul><ul><ul><li>Email [email_address] </li></ul></ul><ul><ul><li>You can skip the phone number, email’s good :) </li></ul></ul>