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Crm Part 1 & 2

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Rebecca Krause-Hardie
Rebecca Krause-Hardie

This is a presentation we did on Customer Relationship Management for the ArtsReach Conference

Business
1 of 38
CRM – Back to Basics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Three core pieces of research inform our discussion today ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Leveraging Social Context ,[object Object],[object Object],[object Object],[object Object],[object Object]
Social Context ,[object Object],[object Object],[object Object]
Social Context - Initiators ,[object Object],[object Object],[object Object],[object Object]
The One Number You Need to Grow By Frederick Reichheld (HBR) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Perfect Message, at the Perfect Moment By Kirthi Kalyanam & Monte Zweben (HBR) ,[object Object],[object Object],[object Object]
Dialogue Marketing Concept ,[object Object],[object Object],[object Object],[object Object],[object Object]
Dialogue Marketing In Action ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Synthesis ,[object Object],[object Object],[object Object],[object Object],[object Object]
Resistance to Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Opportunities (or opportunities lost) ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Fasten Your Seat Belts
CRM - Back to Basics Part 2 ,[object Object],[object Object],[object Object]
Our most loyal customers will grow our businesses for us, by referral … but only if we let them!
How?
[object Object],[object Object]
What exactly does that take? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Institution Wide Commitment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Focused Relationships ,[object Object],[object Object],[object Object],[object Object],[object Object]
What happens when… ,[object Object],[object Object],[object Object],[object Object]
Something to think about… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Consistent Messages ,[object Object],[object Object],[object Object],[object Object]
What is our underlying attitude about our customers? ,[object Object],[object Object],[object Object],[object Object]
How effective are referrals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Loyalty is ,[object Object],[object Object]
Loyalty is not…. ,[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object]
Dialogue Marketing ,[object Object],[object Object],[object Object]
Dialogue Marketing Steps ,[object Object],[object Object],[object Object],[object Object],[object Object]
Dialogue Examples ,[object Object],[object Object],[object Object],[object Object]
A couple of effective Relationship Management Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Let’s Review ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Help customers grow your business ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thank you! Jon Hardie Rebecca Krause-Hardie [email_address] 978-575-1454

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Crm Part 1 & 2

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  • 16. Our most loyal customers will grow our businesses for us, by referral … but only if we let them!
  • 17. How?
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  • 38. Thank you! Jon Hardie Rebecca Krause-Hardie [email_address] 978-575-1454