Slide share Strategic Customer Relationship Management & The 7 Sins - compl...Dr. Ted Marra
The attached document goes into more detail regarding Strategic Customer Relationship Management. It represents the beginnings of a new book I plan to write during 2015 based upon my 40 years experience in this field. Let me know if it is helpful so that I can keep it in my plans for 2015. There will be more uploads shortly also on Strategic Customer Relationship Management containing journal articles I have written on the subject over the years.
Slide share Strategic Customer Relationship Management & The 7 Sins - compl...Dr. Ted Marra
The attached document goes into more detail regarding Strategic Customer Relationship Management. It represents the beginnings of a new book I plan to write during 2015 based upon my 40 years experience in this field. Let me know if it is helpful so that I can keep it in my plans for 2015. There will be more uploads shortly also on Strategic Customer Relationship Management containing journal articles I have written on the subject over the years.
Core Values & Core Purpose - EO Costa Rica 2010David Hauser
Keynote presentation at 2010 EO Latin American/Caribbean Conference (EO One) in Costa Rica. What are core values all about, how do you discover them in your company and then integrate them into performance management and an amazing culture.
The EvaluAgent Culture Code is a way to define who we are, and who we want to be. For our employees, it’s a handbook. For our customers, it’s an insight into what we believe truly matters.
Acquiring talents is just a piece of cakeNivarana CPC
An article on Talent Acquisition delineating the aspects which we should get right resulting in making sourcing candidates a not so difficult exercise.
How to contact decision makers: Experts weigh in
It doesn’t matter how great a product or service your small business offers if you cannot get it in front of a decision maker. By pitching to the wrong person you decrease your likelihood of making the sale. So what is the best way to contact a decision maker?
To help you sort through it all, we’ve reached out to a panel of sales and small business experts and asked them all a single question: “What is the best way to contact a decision maker to pitch a sale?”
Core Values & Core Purpose - EO Costa Rica 2010David Hauser
Keynote presentation at 2010 EO Latin American/Caribbean Conference (EO One) in Costa Rica. What are core values all about, how do you discover them in your company and then integrate them into performance management and an amazing culture.
The EvaluAgent Culture Code is a way to define who we are, and who we want to be. For our employees, it’s a handbook. For our customers, it’s an insight into what we believe truly matters.
Acquiring talents is just a piece of cakeNivarana CPC
An article on Talent Acquisition delineating the aspects which we should get right resulting in making sourcing candidates a not so difficult exercise.
How to contact decision makers: Experts weigh in
It doesn’t matter how great a product or service your small business offers if you cannot get it in front of a decision maker. By pitching to the wrong person you decrease your likelihood of making the sale. So what is the best way to contact a decision maker?
To help you sort through it all, we’ve reached out to a panel of sales and small business experts and asked them all a single question: “What is the best way to contact a decision maker to pitch a sale?”
Thought Leadership: Brain Power as a Leading IndicatorEva Keiser
Presentation given as part of Reputation seminar put on by Risdall McKinney Public Relations.
It takes intentional, purposeful effort to create and sustain a brand. A thought leader is an action-orientated participant in inudstry and cosnumer forums. An ongoing process, today's contrbutions lead to tomorrow's business success. Reputation is on the line every day.
Building TRUST in Workplace - Managers Training.pptkatefalade
What makes a Team to perform at they most optimal state? The Trust component in the workplace is a key driver of Team performance and cohesion. What are the drivers of Trust? How do they relate to performance and high productivity? What are the key behaviors that generate trust?
Egyii The Trust Edge For Private BankingTrip Allen
No doubt that the financial crisis has spanked the image of banks and financial institutions in the eyes of the client. Not all institutions have practiced the force feed of complicated products on unsuspecting clients, but all institutions have undoubtedly suffered the consequences from the overall reputation of the financial world.
No matter what marketing efforts or executive initiatives are made, it will be difficult to change the client’s perspective.
So what now?
In The Trust Edge, David Horsager reveals the foundation of genuine success- — trust. Based on research but made practical for today’s leader, The Trust Edge shows that trust is quantifiable and brings dramatic results to businesses and leaders.
In this book, Horsager teaches readers how to build the Eight Pillars of Trust.
When leaders learn how to implement these pillars, they enjoy better relationships,
reputations, retention, revenue and results. Fascinating and timely, The Trust
Edge unveils how trust has the ability to accelerate or destroy any business, organization or relationship. The lower the trust, the more time everything takes, the
more everything costs and the lower the loyalty of everyone involved. Conversely,
an environment of trust leads to greater innovation, morale and productivity. The
trusted leader is followed. From the trusted salesperson, people will buy. For the
trusted brand, people will pay more, come back and tell others. Trust, not money,
is the currency of business and life!
Trust is essential in leading teams through change, navigating uncertainty, advancing mission and leaving enduring legacies. Unlike other "factors" in team health, the aggregate score does not indicate the Trust Quotient - each link breaks the chain. Evaluate your trust factor, solicit 360 input/feedback from your team and then assess where action can be taken to raise the tide!
Visit http://www.C12Group.com/ for more information on how to tackle issues like these and more in an ongoing context of accountability and peer learning!
We know that healthy, respectful, and trusting teacher-student relationships nearly double the rate at which a student can learn. While not measured in the same fashion, building rapport and trust among adults has been proven to garner powerful results in businesses and schools/systems alike, and is an essential component in creating a culture of achievement. Using the latest research, this session will identify ways to propel your school, district, or organization towards success by improving your trust and communication skills with your colleagues, direct reports, and supervisors.
2. Applying Goethe’s words of wisdom, confidently trusting yourself is a key leadership quality. At
the same time, entertaining doubts and differences remains important. As former entrepreneur
and founder of VISA Dee Ward Hock said: ‘Never hire or promote in your own image. It is foolish to
replicate your strength and idiotic to replicate your weakness. It is essential to employ, trust, and
reward those whose perspective, ability, and judgment are radically different from yours. It is also
rare, for it requires uncommon humility, tolerance, and wisdom’.
(See: http://en.wikipedia.org/wiki/VISA_(credit_card) for the history of the credit card and a
fascinating if complicated story of financial innovation, brand and reputation management.)
That led us to consider trust as a silent sentinel of social relations; and it touches every aspect of
business performance. Trust is ever present in sales and marketing. It helps to explain why word
of mouth, whether it be about your quality, fantastic staff or great discounts delivers more
consumer interest and sales than almost any other type of marketing message.
I have raved to my friends about my recent experience with Apple. During the call the
combination of expertise, friendliness and unfailing patience made my day, in stark contrast with
table thumping effect of “support’ from many telcos. Most people need to interact with each
other for a while in order to build a trust relationship with others and what they offer.
Team members notice your behaviour and follow in your footsteps. Over time who you do and
how you do it are reflected in the norms and style of the business. It’s almost a no brainer -
trustworthy leaders develop high trust cultures that not only enable staff to get on with working
together more productively, but also enable businesses to be more agile and innovative. Potter,
fresh from his first football match for the year, was quick to draw the parallel between the team
work, trust, confidence and agility behind winning football teams and winning businesses.
So, asks Potter, how does a busy manager do trust? We all put our heads together and came up
with some pointers:
Use the three strikes and you’re out rule. People make mistakes, forget things and take time
to change habits. So we all need a bit of slack. The three strikes rule gives people a bit of
slack, and also gives you a boundary. Needless to say on critical matters getting it right first
time and every time matters, and the rule does not apply.
Apply the rule to yourself. Habits can be hard to modify and inner confidence needs to be
balanced with an appreciation of how others see you. When self-management does not get
you to where you want to be call on a coach, mentor or close colleague and good friends.
Keep employees and customers well informed. Provide as much information as you can
comfortably divulge as soon as possible in most situation. And be succinct. This is critically
important in reputation and crisis management when problems arise. Former Queensland
Premier Anna Bligh gained popularity with her steady, visible and empathic communication
during the storms and floods a year ago. The images will be long remembered as much as her
disastrously sensible privatisation successes.
3. Confront hard issues in a timely fashion. If an employee is underperforming or causing
problems, it’s important to confront them about these issues. When you do others will trust
you more
Listen attentively. We all get distracted by self-talk, a reminder of a current frustration,
another good idea that draws our attention inwards. Listening attentively and hearing and
understanding is a high order skill that wins trust and respect. When subjects and issues are
complex and when they involve emotions, summarise ever so often to make sure that
everyone is on the same page.
As our conversation drew to a close we decided that at all stages of our entrepreneurial journey
being liked is nice, being profitable is better and being admired, envied and trusted is best.
You can’t always control the level of trust in your business, but you can act in ways that promote
trust within your immediate work environment. In this context things you can do to build and
maintain trust are:
Hiring and promoting people who know how to form positive, trusting interpersonal
relationships with others
Developing the communication and interpersonal skills of key managers and supervisors
Acting with integrity, keeping commitments and expecting supervisors to do the same. If you
can’t keep a commitment, explain what is happening in the situation without delay. Actions
speak louder than words and your current behaviour and actions set employee expectations
of your future behaviour. Supervisors who are worthy of trust will be obeyed and followed
with fewer complaints.
Protecting the interests of all employees in a work group. Don’t criticise or blame absent
employees, nor allow others to place blame, call names, or point fingers
Displaying competence. Know what you’re talking about, and if you don’t know, admit it.
We concluded that trust is tested during disputes, conflicts and tough trading times; requiring
leaders to be assertive but not aggressive, judicious about what to say and how to say it, and
fairly consistent across words and actions over time. In B2B and B2C sale processes, particularly
when larger sales are involved, there is little that can be done to speed the process. Better to
simply be aware of the many trust building opportunities and risks along the way.
Trust is built and maintained by many small actions over time. Trust isn’t a matter of technique,
but of character; we’re trusted because of our way of being, not because of our polished
exteriors or cleverly crafted communications.
* Megan and Potter are fictional characters that appear in Darryl’s blogs; or are they?