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.

Customer a VVIP -Business to Coy.
Our Salary

Verbal:
Telephone etiquettes smile & pick up, Voice modulations &
intonations,
Watch your words
Pleasantries, Salutations, Wish time of day.identify- name coy,
self/department and purpose of coyidentify customer before
progressing on info.
Monosyllablesbeware-yeah, you know, I mean, ifs, buts, OK,
Nah, Yes Na etc
Manners
Clich words + better knowledge of PAL for processing your
enquiry or conversation.
Slang- Beware, time bound meeting with client.
door opening and chair offering etiquettes
Avoid Groupism between colleagues in customer presence.

Ps & Qs -Salutations
Checks: Purpose, time,
assignment, deadlines,
courtesies, punctuality,
awareness of promptness.
Every set back leads to
numerous ones, owning to
customer 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)

Soft Skills
Professionalism
Clarity of thought on subjectBack up (documents).
Copies for customer/client.
Check his customer comfort zones on food and
beverage 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 and
expressions, no side bar conversations
Hand softnessissues and tissues., eagerness


CRM- Manage Your Customer
CRM A Continuous process of Managing Customer
experience.
A search for opportunities to create value for the
customer with the ultimate objective of generating
customer loyalty and business, based on interaction
with customer on product and service from self and
organisation.
Effective CRM (sincerity, integrity)
Avoid the pitfalls
Remove the barriers
Do the right things

First create a customer focused organisation.
Ensure a change from customer service to order
fulfilment
Motivate team players to be more sensitive to customer
needs.


CRM-The corporate Edge
Corporate usage - % age of business
One loyalty programme for all
customers 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 systems
structured to his needs.
Identify value of customers with examples.
Break ice and bond with first time customers
Tread Personal vis--vis professional barriers with
care.

Efficient, Efficient, Efficacy
Culture
Ensure a customer service culture
permeates the organisation,
from the top-down to achieve success.
Use technology to understand the customer
To implement CRM, match to the strategy
& then select appropriate technology
- this yields valuable information which
helps to understand the customer better
Customise service develop new system/
Methodology to meet customer requirements
by adding value as perceived by the customer
Trust is two way :
Consistency builds trust and a sense of reliability.

CRM- Communication
Communication- 2 way,
accurate. (written & oral).
Leave accessible & open channel
for customer to communicate.
Service Recovery:
The process of recovering from failure, a moment
of truth and rebuilding relationships with
customers
Very important for customer & vendor contact.
Check -When and how the service has failed to
meet customer expectations - - retrieve ASAP.
Ensure speed in repair action. Most relationships
can be successfully salvaged and rebuilt if the
action taken is speedy and appropriate



Wind up- the Good Bye
Eagerness to meet again, for better interaction
and professional benefits.
Be a thorough professional, see off, conveyance,
other final touches (gifting). The feeling of
panache. Feel good factor. Praises in abundance
(right time & place/person).
A check back have your reached safely sir, hope
your visits was fruitful, will be glad to see you
again?
Do your SMOC today & everyday.