The document discusses customer relationship management (CRM). It defines CRM as developing long-term relationships with customers to deliver superior customer value and profit. CRM is a business philosophy based on understanding individual customer needs through open communication. The key determinants of successful CRM are trust and value. Salespeople play an important role in identifying customer needs, building relationships, and enhancing customer satisfaction over time from the initial relationship stage through to the long-term stage.
Understanding your customers through customer journeybasilmph
Understanding customers' needs and preferences are something that all business should consider. To effectively analyze and understand their customers, businesses can tap on Customer journey mapping
This presentation was given at the 2013 edition of Sitecore’s Digital Trendspot event at the Emirates Stadium. The deck asks ‘Who exactly are a brand’s ‘lifetime customers’ and what do we do with them?’. In answering this question, the power of ‘Known Peer Influence’ is examined, along with a number of tactics and strategies for finding the people that are truly evangelistic about your brand, and growing their loyalty and influence.
Understanding your customers through customer journeybasilmph
Understanding customers' needs and preferences are something that all business should consider. To effectively analyze and understand their customers, businesses can tap on Customer journey mapping
This presentation was given at the 2013 edition of Sitecore’s Digital Trendspot event at the Emirates Stadium. The deck asks ‘Who exactly are a brand’s ‘lifetime customers’ and what do we do with them?’. In answering this question, the power of ‘Known Peer Influence’ is examined, along with a number of tactics and strategies for finding the people that are truly evangelistic about your brand, and growing their loyalty and influence.
8 Critical Success Factorsfor Lead GenerationGil.B
Until now, "lead generation" was associated with direct mail campaigns, sometimes supported by a flashy website, sporadic trade show appearances, intense email blasts or stabs at telemarketing, but with very little, if any, special attention brought to bear on the complex sale.
Meanwhile, marketers are constantly reminded that the company needs more sales leads NOW. Unfortunately, that immediacy often means sacrificing quality for sheer quantity.
A flood of ordinary, low-quality leads doesn\'t mean better sales - so why waste your time? The challenge is to adopt lead generation programs that will increase the odds of creating better sales leads, ultimately resulting in long-term, happy and profitable customers.
Better Bidding for Facilities Management Contractschrisdpayne
These slides accompany our online webinar on 'Managing complex bids for facilities management and other support service opportunities'. To attend one of our webinars free of charge, visit our website at www.cssconsultancy.com and register.
Well, this is how I introduce "What is Account Management" to my internship team. But if you are a senior level or experienced manager, I recommend you not to have a look coz you have already known these things.
What about you? Are you running an agency business but didn't have a proper profile or strategy or business model? Just send an email to me @nanoothant@gmail.com. We can talk more about your potential via zoom or at a cafe or bar.
Want to send me DM?
https://www.linkedin.com/in/nanoo/
8 Critical Success Factorsfor Lead GenerationGil.B
Until now, "lead generation" was associated with direct mail campaigns, sometimes supported by a flashy website, sporadic trade show appearances, intense email blasts or stabs at telemarketing, but with very little, if any, special attention brought to bear on the complex sale.
Meanwhile, marketers are constantly reminded that the company needs more sales leads NOW. Unfortunately, that immediacy often means sacrificing quality for sheer quantity.
A flood of ordinary, low-quality leads doesn\'t mean better sales - so why waste your time? The challenge is to adopt lead generation programs that will increase the odds of creating better sales leads, ultimately resulting in long-term, happy and profitable customers.
Better Bidding for Facilities Management Contractschrisdpayne
These slides accompany our online webinar on 'Managing complex bids for facilities management and other support service opportunities'. To attend one of our webinars free of charge, visit our website at www.cssconsultancy.com and register.
Well, this is how I introduce "What is Account Management" to my internship team. But if you are a senior level or experienced manager, I recommend you not to have a look coz you have already known these things.
What about you? Are you running an agency business but didn't have a proper profile or strategy or business model? Just send an email to me @nanoothant@gmail.com. We can talk more about your potential via zoom or at a cafe or bar.
Want to send me DM?
https://www.linkedin.com/in/nanoo/
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Notes
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.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
2. SQuare Consulting and Management
Services
What is Customer Relationship Management
(CRM)?
CRM is “the development and
maintenance of mutually beneficial
long-term relationships with
strategically significant customers”
(Buttle, 2000)
CRM is “an IT enhanced value
process, which identifies, develops,
integrates and focuses the various
competencies of the firm to the
‘voice’ of the customer in order to
deliver long-term superior
customer value, at a profit to well
identified existing and potential
customers”.
(Plakoyiannaki and Tzokas, 2001)
3. SQuare Consulting and Management
Services
Understanding Customer Relationship
Management (CRM)?
CRM is a business philosophy based on upon individual customers
and customised products and services supported by open lines
of communication and feedback from the participating firms that
mutually benefit both buying and selling organisations.
The buying and selling firms enter into a “learning relationship”,
with the customer being willing to collaborate with the seller and
grow as a loyal customer. In return,, the seller works to maximize
the value of the relationship for the customer’s benefit.
In short, CRM provides selling organisations with the platform
to obtain a competitive advantage by embracing customer needs
and building value-driven long-term relationships.
4. SQuare Consulting and Management
Services
Determinants of CRM
Trust
The willingness to rely on the ability,
integrity, and motivation of
one company to serve the needs of the
other company as agreed
upon implicitly and explicitly.
Value
The ability of a selling organisation to satisfy the needs of the
customer at a comparatively lower cost or higher benefit than
that offered by competitors and measured in monetary,
temporal, functional and psychological terms.
5. SQuare Consulting and Management
Services
Determinants of CRM
In addition to trust and value, salespeople must:
Understand customer needs and problems;
Meet their commitments;
Provide superior after sales support;
Make sure that the customer is always told the truth
(must be honest); and
Have a passionate interest in establishing and retaining a long-
term relationship (e.g., have long-term perspective).
6. SQuare Consulting and Management
Services
Stages in the development of a Customer Relationship
The Pre-relationship Stage
The event that triggers a buyer to seek a new business partner.
The Early Stage
Experience is accumulated between the buyer and seller
although a great
degree of uncertainty and distance exists.
The Development Stage
Increased levels of transactions lead to a higher degree of
commitment and
the distance is reduced to a social exchange.
The Long-term Stage
Characterised by the companies’ mutual importance to each
other.
The Final Stage
The interaction between the companies becomes
institutionalized.
7. SQuare Consulting and Management
Services
Functions of Customer Relationship Management
Direct functions (are the basic requirements of a company that are
necessary to survive in the competitive marketplace)
Profit;
Volume; and
Safeguard
Indirect functions (are the actions necessary to convince the
customer to participate in various marketing activities).
Innovation:
Market;
Scout: and
Access.
8. SQuare Consulting and Management
Services
The role of salespeople as relationship builders and promoters
Salespeople by:
identifying potential customers and their needs;
approaching key decision makers in the buying firm;
negotiating and advancing dialogue and mutual trust;
coordinating the cooperation between the customers and
their company;
encouraging the inter-organisational learning process;
contributing to constructive resolution of existing conflicts; and
leading the customer relationship development team
are the individuals in any organisation who act both as relationship
builders and as relationship promoters.
9. SQuare Consulting and Management
Services
Managing Customer Relationships
The global salesperson must be involved in the following activities in
order to initiate, develop and enhance the process that is aimed at
building trust and commitment with the customer.
Initiating the relationship
Engage in strategic prospecting and qualifying;
Gather and study pre-call information;
Identify buying influences;
Plan the initial sales call;
Demonstrate an understanding of the customer’s needs;
Identify opportunities to build a relationship; and
Illustrate the value of a relationship with the customer
10. SQuare Consulting and Management
Services
Managing Customer Relationships
The global salesperson must be involved in the following activities in
order to initiate, develop and enhance the process that is aimed at
building trust and commitment with the customer.
Developing the relationship
Select an appropriate offering;
Customise the relationship;
Link the solutions with the customer’s needs;
Discuss customer concerns;
Summarize the solution to confirm benefits; and
Secure commitment.
11. SQuare Consulting and Management
Services
Managing Customer Relationships
The global salesperson must be involved in the following activities in
order to initiate, develop and enhance the process that is aimed at
building trust and commitment with the customer.
Enhancing the relationship
Assess customer satisfaction;
Take action to ensure satisfaction;
Maintain open, two-way
communication; and
Work to add value and enhance
mutual opportunities.
12. SQuare Consulting and Management
Services
3 Important Points
• The Most Important Goal is – CREATE & KEEP THE
CUSTOMER
• Not To sell – Help Them To buy
• People love to buy – Hate to be sold
13. SQuare Consulting and Management Services
Better Then a Selling
• Selling – Money
Making
• Understand
customer – NEED
• Helping the
customer is our
top priority
– In tennis if u serve
better u can win
14. SQuare Consulting and Management
Services
The greatest customer ever You
win!!
• Use your emotions – Knowledge is of
second priority
• People Are More governed by
customer - & emotions are
contiguous
15. SQuare Consulting and Management
Services
Why customer Buy?
• Good feeling
• Solution to problem;
Problem = What You want – What
You Have
• Focus on Finding Effective Solutions
rather than on problems;
Solution = Problem + What is
required
16. SQuare Consulting and Management
Services
The right touch
• Act the way you feel & you will feel
the way you act!!
• Never tell customers your problems
• Don’t ask “How are you” instead, say
“Nice to meet you”
• Remember… They buy for their
reason and NOT for ours
17. SQuare Consulting and Management
Services
The right touch
• Should ensure that customer get the
values of money
• Use problem solving approach –Pay
attention to the customer then the
goods
• Have a good body language
• Good dressing
• Good communication
18. SQuare Consulting and Management
Services
They will buy much more when they
buy you
• Point to boost customer image –
open emotional account with Your
customer
• Recognize & praise people – Hair dye
& looking young
• Use humor- then people laugh they
listen More
• Let them know what you are thinking
about you.
19. SQuare Consulting and Management
Services
The customer perception
• Keys to changing customer perception
Develop customer profile
Look at your business with customer
perspective
Be aware of over promising (Avoid if not
necessary)
Do not cheat your customer - Just to sell the
Product
Your Image – Representing Your company
Problem – great opportunity to win a customer
20. SQuare Consulting and Management
Services
Use of survey
• Result of the survey - Best
marketing tool
• Keep asking - keep Improvising
• Make an effective study to avoid
problems.
21. SQuare Consulting and Management
Services
• BE RELIABLE- consistent performance is what
customer wants from us
• BE CREDIBLE- if the customer buys the
product, he wants to safe and guaranteed.
• BE ATTRACTIVE- body language, personality,
appearance
• BE RESPONSIVE– accessible, available and
willing to help customer whenever the customer
has a problem.
• BE EMPATHIC- to be in customer’s shoes and
grasp his point of view