More about the DOC 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 mana

2. What does Customer Relationship
Management (CRM) mean?
• CRM is a strategy by which
companies optimize profitability
through enhanced customer
satisfaction.
• CRM is about automating and
enhancing the customer centric
business processes of Sales,
Marketing, and Service.
• CRM also focuses on added customer loyalty that
directly affects the organization’s bottom line.

3. CRM works to ensure that all customer-interfacing organizational
functions (i.e., sales, marketing, technical support) are efficient and
synchronized, ensuring that former and potential customers are
adequately and appropriately served.
The most critical purpose of CRM is to manage each instance of the
company’s customer interaction. CRM manages, stores and
disseminates customer information with many built-in tools that can
be applied to raw data pertaining to a customer or any given category
of customer. For example, data may be analyzed to segregate
customers according to demographic, occupation and age, etc.
CRM plays a vital role in an organization’s marketing and research
departments. For example, if data indicates that a majority of customers
are from Texas, a sales and marketing department can customize
strategies for that state. These and other data-mining efforts may show
trends to help businesses make better strategic decisions, utilizing
technology wisely to serve the needs and wants of customers.

4. The goals of CRM
Using existing relationships to grow revenue
Using integrated information for excellent service
Introducing consistent, replicable channel processes
and procedures

5. Managing the customer life cycle: the
three phases of CRM
Acquiring new customers
Enhancing the profitability of existing customers
Retaining profitable customers for life
Acquire Enhanc
e
Retain
It costs six times more to sell to a new customer than to sell to an
existing one, (Ravi k. et al, 2001)

6. Today’s Customers
• Are sophisticated.
• Are price sensitive.
• Are demanding.
• Live time-compressed lives.
• Want their needs met.
• Want their products fast with
greater convenience.

7. Today’s companies are:
• Are digital companies.
• Flatten (less hierarchy).
• Location Independent.
• Flexibility.
• Low transaction and
coordinating cost.
• Using strong IT infrastructure
(Enterprise software, hardware,
Internet, LAN,WAN etc....).

8. What does Electronic Customer
Relationship Management (E-CRM) mean?
e CRM is the process of maximizing sales to the existing customer,
encouraging continuous relationships through the use of digital
communications technologies such as operational databases,
personalized web messages, Customer Service, Email and
Social Media Marketing.

9. ECRM is the customer focused management of the whole
eBusiness relationship with each customer, in order to measure,
create and increase income and reduce costs for each customer &
segment and thus to generate greater positive lifetime value.
Put simply, eCRM means
CRMdatabase access via the Web. It
means Intranet access for internal users,
extranet access for business partners and
customers and of course, Internet access
for themarket at large.

10. • e-CRM expands the traditional CRM techniques by integrating
new electronic channels, such as Web, wireless, and voice
technologies and combines it with e-business applications into the
overall enterprise CRM strategy.
Traditional CRM + Internet = e-CRM

11. Electronic customer relationship management provides an avenue for
interactions between a business, its customers and its employees
through Web-based technologies. The process combines software,
hardware, processes and management’s commitments geared toward
supporting enterprise-wide CRM business strategies
Electronic customer relationship management (E-CRM) is the
application of Internet-based technologies such as emails, websites,
chat rooms, forums and other channels to achieve CRM objectives.
It is a well-structured and coordinated process of CRM that
automates the processes in marketing, sales and customer service.
An effective E-CRM increases the efficiency of the processes as
well as improves the interactions with customers and enables
businesses to customize products and services that meet the
customers’ individual needs.

12. A typical E-CRM strategy involves collecting customer
information, transaction history and product information, click
stream and contents information. It then analyzes the customer
characteristics to give a transactional analysis consisting of the
customer's profile and transactional history, and an activity analysis
consisting of exploratory activities showing the customer's
navigation, shopping cart, shopping pattern and more.
Electronic customer relationship management is motivated by easy
Internet access through various platforms and devices such as
laptops, mobile devices, desktop PCs and TV sets. It is not software,
however, but rather the utilization of Web-based technologies to
interact, understand and ensure customer satisfaction
An effective E-CRM system tracks a customer’s history through
multiple channels in real time, creates and maintains an analytical
database, and optimizes a customer’s relation in the three aspects
of attraction, expansion and maintenance.

13. Businesses that strategize and implement an E-CRM solution are
able to align their processes around technology to effectively
deliver seamless, high-quality customer experience across all
channels. Customers have the power to help themselves through
online personalized services that are made available on demand.
The Internet provides a simple and ideal medium where
customers can get information from websites, buy products and
find answers using FAQ sections, forums or chat rooms.
The benefits of E-CRM include the following:
•Improved customer relations, service and support
•Matching the customers' behavior with suitable offers
•Increased customer satisfaction and loyalty
•Greater efficiency and cost reduction
•Increased business revenue

14. Differences between CRM and eCRM
CRM uses phone, fax and retail store for contacting customers
while eCRM uses wireless, PDA technology, internet and
email.
The design of CRM system is related to job products and functions
while the design of eCRM system is related to customer needs.
The maintenance of CRM is very expensive while the
maintenance of eCRM is less expensive and requires only less
time.

15. Why is there a need for
satisfied customers?
Cost up five to six times more
to get new customers.
They buy more.
Take less time.
Bring in new customers.
Less price sensitive.
Great advertisers.
Dissatisfied customers tell others, as many as 20 others about
there experience.

16. FedEx promises customers to “absolutely, positively”
get your package to its destination on time, and it
delivers on its promise.

17. • Are you getting new customers?
• Are good customers leaving?
• What are you doing to keep customers loyal?
Measuring Customer Satisfaction
Response time, this should be targeted from 24 to 48 hours at most.
Security and privacy, (secure payments, information).
Return Policy, this will increase customer trust and loyalty. Ease return
products of service will make customer more satisfaction.
 Navigability, Easy to navigate the firm Web site
Quality assurance, every thing must work properly

18. Learning about Consumer
Learning about Consumer
Behavior Online
Behavior Online
Source : Temking 2002
Reasons for not making purchases