Understanding CRM & CX
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This document discusses customer relationship management (CRM) and customer experience (CX) management. It defines CRM as a system for managing interactions with current and future customers through sales, marketing, customer service and technical support. Key characteristics of CRM include relationship management, sales force automation, use of data warehouse technology, and opportunity management. Implementing CRM involves analyzing, planning, implementing, testing, deploying and training. CX management focuses on creating complete customer profiles, personalizing interactions, and providing the right information at the right time. Benefits include strengthening brands, boosting revenue and loyalty, and lowering costs.
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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 manage our stress
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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
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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.
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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.
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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.
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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
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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
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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
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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 stress
Use of CRM for Business Industry
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Understanding CRM & CX
- 1. UNDERSTANDING CRM & CX By: Ravi Shankar Azad
- 2. What is CRM? It is a system for managing a company’s interactions with its current and future customers.
- 4. Characteristics of CRM Relationship management - customer oriented feature Sales force automation - sales promotion analysis, automate tracking of a client’s account history Use of technology - data warehouse technology Opportunity management - forecasting model and sales projections
- 5. Step of CRM Implementation Analyze Planning Implementation Testing & Quality Assurance Deployment & Training
- 6. Marketing 1) target customers 2)Manages marketing campaigns 3)Generates quality leads for the sales team Sales and Account Management 1) Improve sales management 2) Improve structure of existing sales processes 3) Give sales staff better support tools 4) Insight into organisational sales status Build Customer Relationships 1) Improve relationships with customers 2) Customer retention by improving customer satisfaction 3) Identify best customers and provide them the highest level of service Empower Your Employees 1) Provide employees with the information they need 2) Help your employees understand customer needs Integrate your Partners 1) Provide partners with the means to share information 2) Track partner activity Benefits of Implementin g CRM
- 7. Difficulties in Implementing CRM: The difficulties of implementing these systems into pre-existing business systems. Time and Cost associated with implementing CRM. Requirement of Training for employees.
- 8. Why do CRM projects fail? Simply investing in CRM technology would not address ineffective business process, dirty data, misaligned key performance indicators or missing strategic plans. Common reason - they do not deliver the functionality they should. The project starts out without any clear milestones along the way. By doing this a customer, have no chance in controlling the delivery as the project goes along. The risk of failure will increase.
- 9. Partial Deliveries - This will reduce the complexity and risk of failure. Solution:
- 10. CRM Software Vendors 54.1 16.1 12.8 10.2 6.8 Market Shares (2013) Others Salesforce.com SAP AG oracle Microsoft CRM
- 11. What is CX? Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services.
- 12. What is CXM? Customer experience management involves strategy that focuses the operations and processes of a business around the needs of individual customers. The customer experience has emerged as the single most important aspect in achieving success for companies across all industries For example: Starbucks spent less than $10MM on advertising from 1987 to 1998 yet added over 2,000 new stores to accommodate growing sales.
- 14. 3 steps to getting customer experience management right Create and maintain complete customer profiles. Personalize all customer interactions. Get the right information to the right place at the right time – every time.
- 15. Benefits of Customer Experience Management: Strengthen brand preference. Boost revenue with incremental sales from existing customers and new sales from word of mouth. Improve customer loyalty through valued and memorable customer interactions. Lower costs by reducing customer churn.
- 16. Customer-experience management is no substitute for good product design and proper product engineering Limitation
- 17. References: http://en.wikipedia.org/wiki/Customer_relationship_management http://www.perfectmind.com/BusinessCRM/benefits-of-using-crm-for- your-business http://www.crmasiasolutions.com/online-business-solutions- articles/6/77-benefits-of-crm.html http://www.wisegeek.com/what-are-the-disadvantages-of-customer- relationship-management.htm http://en.wikipedia.org/wiki/Customer_experience http://www.sas.com/en_us/insights/marketing/customer-experience- management.html http://smallbusiness.chron.com/benefits-customer-management- 58015.html
- 18. Thank You
Editor's Notes
- #5: Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centers that help customers solve their questions. Sales force automation This function can implement sales promotion analysis, automate tracking of a client’s account history for repeated sales or future sales, and also сoordinate sales, marketing, call centers, and retail outlets in order to realize the sales force automation. Use of technology This feature is about following the technology trend and skills of value delivering using technology to make “up-to-the-second” customer data available. It applies data warehouse technology in order to aggregate transaction information, to merge the information with CRM solutions, and to provide KPI (key performance indicators). Opportunity management This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.
- #11: Cubastion has been a Gold Partner for Oracle Siebel since 2010