CRM Finnesse

8/11/2019 CRM Finnesse

1/9

CRM-Customer Relationship Mgt.

Customer relationships.

Direct & advanced marketing.Identify best customers,

raise loyalty through targeted mktg.

Proper use of customer databases

to increase loyalty.

Ensure customer & organisation

interaction.

Identify most valuable customers.Provide customised services.

Align business processes with customer strategies.

Understand customer demand before supply.


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Customer a VVIP -Business to Coy.Our Salary

Verbal:Telephone etiquettessmile & pick up, Voice modulations &intonations,

Watch your wordsPleasantries, Salutations, Wish time of day.identify- name coy,self/department and purpose of coyidentify customer beforeprogressing on info.Monosyllablesbeware-yeah, you know, I mean, ifs, buts, OK,Nah, Yes Na etc

MannersClich words + better knowledge of PAL for processing yourenquiry or conversation.Slang- Beware, time bound meeting with client.door opening and chair offering etiquettes

Avoid Groupism between colleagues in customer presence.


3/9

Ps & Qs -SalutationsChecks: Purpose, time,

assignment, deadlines,courtesies, punctuality,awareness of promptness.Every set back leads to

numerous ones, owning tocustomer mind set on negatives.Rain checks before call to customer:

Exact name (spelling),designation, department etc.

Ask if its the right time to speak.Enquire if the right person at the other end,apologies etc.If not suggest/ask the next right time and day.(cater for time zones)


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Soft SkillsProfessionalism

Clarity of thought on subjectBack up (documents).Copies for customer/client.

Check his customer comfort zones on food andbeverage habits/preferences.

Some wine and dine habits

Fair idea of venue and services

Billing- be a perfect host

Non-verbal

In person to personRSVP.

CareHair, Dress, perfume, deo, hygiene, Facial andexpressions, no side bar conversations

Hand softnessissues and tissues., eagerness


5/9

CRM- Manage Your CustomerCRMA Continuous process of Managing Customerexperience.A search for opportunities to create value for the

customer with the ultimate objective of generatingcustomer loyalty and business, based on interactionwith customer on product and service from self andorganisation.Effective CRM (sincerity, integrity)

Avoid the pitfallsRemove the barriersDo the right things

First create a customer focused organisation.Ensure a change from customer service to orderfulfilmentMotivate team players to be more sensitive to customerneeds.


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CRM-The corporate EdgeCorporate usage - % age of business

One loyalty programme for allcustomers often does not work.

Remove Attitude Barriers.

Oh no, not that customer again !

CRM is based on Attitude not Technology.Technology cannot help if attitude

is incorrect or does not exist.

Be concerned & sensitive.

Customer processes and systemsstructured to his needs.

Identify value of customers with examples.

Break ice and bond with first time customers

Tread Personal vis--vis professional barriers withcare.


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Efficient, Efficient, Efficacy

CultureEnsure a customer service culturepermeates the organisation,from the top-down to achieve success.

Use technology to understand the customerTo implement CRM, match to the strategy& then select appropriate technology- this yields valuable information which

helps to understand the customer betterCustomise service develop new system/Methodology to meet customer requirementsby adding value as perceived by the customerTrust is two way :

Consistency builds trust and a sense of reliability.


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CRM- CommunicationCommunication- 2 way,

accurate. (written & oral).

Leave accessible & open channel

for customer to communicate.

Service Recovery:

The process of recovering from failure, a momentof truth and rebuilding relationships withcustomers

Very important for customer & vendor contact.

Check -When and how the service has failed tomeet customer expectations - - retrieve ASAP.

Ensure speed in repair action. Most relationshipscan be successfully salvaged and rebuilt if the

action taken is speedy and appropriate


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Wind up- the Good ByeEagerness to meet again, for better interactionand professional benefits.

Be a thorough professional, see off, conveyance,other final touches (gifting). The feeling ofpanache. Feel good factor. Praises in abundance(right time & place/person).

A check backhave your reached safely sir, hopeyour visits was fruitful, will be glad to see youagain?

Do your SMOC today & everyday.

CRM Finnesse

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