13 Teams
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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
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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.M
2. WHAT IS CRM
“CRM is concerned with the creation,
development and enhancement of individualised
customer relationships with carefully targeted
customers and customer groups resulting in
maximizing their total customer life-time value”
3. ORIGIN OF CRM
Customer relationship management was
originated in early 1970s
CRM came as a process that dealt with
relationships with customers surpassing the
whole business
As said by Father of management “The true
business of every company is to make and keep
customers”.
4.
5. THE PURPOSE OF CRM
The focus [of CRM] is on creating value for the customer
and the company over the longer term.
When customers value the customer service that they
receive from suppliers, they are less likely to look to
alternative suppliers for their needs .
CRM enables organisations to gain competitive advantage
over competitors that supply similar products or services.
6. CRM BUSINESS CYCLE
Acquire &
Retain
Interact &
Deliver
Develop &
Customize
Understand
&
Differentiat
e
CR
M
7. MANAGING EFFECTIVE CUSTOMER RELATION
PROCESS .
Custome
r
Retentio
n
Segmentati
on & Need
Analysis
Campaign
Manageme
nt
Lead
Manageme
nt
Custome
r service
Cross &
Up Sell
8. 8
CUSTOMER RELATIONSHIP
MANAGEMENT (CRM)
Traditional Marketing CRM
Goal: Expand customer base,
increase market share by mass
marketing
Goal: Establish a profitable, long-
term, one-to-one relationship with
customers; understanding their
needs, preferences, expectations
Product oriented view Customer oriented view
Mass marketing / mass production Mass customization, one-to-one
marketing
Standardization of customer needs Customer-supplier relationship
Transactional relationship Relational approach
9. CHALLENGES IN CRM
Richness of customer data.
Integrated view of customer information.
Feedback mechanism from customer.
Intelligence at operational touch points.
Consistence of communication.
Convenience of interacting with insurer.
10. BENEFITS OF CRM
Reduced costs, because the right things are being done (ie.,
effective and efficient operation)
Increased customer satisfaction, because they are getting exactly
what they want (ie. meeting and exceeding expectations)
Ensuring that the focus of the organisation is external
Growth in numbers of customers .
Maximisation of opportunities (eg. increased services, referrals,
etc.)
Increased access to a source of market and competitor information
Highlighting poor operational processes
Long term profitability and sustainability
