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How manage the Transformation Process

QUESTIONS ?                               STRATEGY
Where you want to go                  Vision
Where you are now                      Assesment
How you are going to get there     Concept
Building the means to get there      Development
Travelling to there                         Implementation

Leading Change

Leaders of change initiatives must:

  • Sell the compelling need for change
  • Show personal commitment to initiate and sustain change
  • Provide a psychological focal point for the energy of the change effort
  • Demonstrate an expected standard of behavior
  • Build competent teams
  • Establish measures for assesing progress
  • Administer rewards
  • Deal with unwanted behaviors


How do we package our service ?

  • Put your self in the shoes of customer and identify the possible needs which can be matched with your services
  • Package your products / services in such away to satisfy the identified needs in a way that is the most optimal and cost effective
  • Create the service modules ensuring added value in the customers eyes
  • Validate every action you take with the different customer segments

How do we go about satisfying the customer?

  • Pay attention to the voice of the customer
  • Identify their needs, wants and desires
  • Obtain market information on customer perception for existing  services
  • Translate the needs, wants and desires into product and service requirements
  • Evaluate the effectiveness of the mechanism in place to satisfy customer requirements
  • Focus on service, product and process characteristics
  • Specify requirements by operational needs
  • Analyze customer requirements and market information and synthesize data for relevance
  • Develop inter-relationships between services and customer needs
  • Make the logical grouping to make clear who needs what
  • Develop product packages and service characteristics that meet customer and supplier requirements
  • Review the final specification with the development team
  • Implement the recommended service specification

The customers are:

  • Multiple and Diverse
  • They are well informed
  • They are allways right
  • Demand service level agreements
  • Are willing to pay for a superior service

Our customers are:

  • Is the most important person in this office... in person or by mail
  • Is not dependent of us...  We are dependent on them
  • Is not an interruption to our work ... they are the purpose of  it
  • Is not someone to argue, is someone to match
  • He is doing us a favor by giving us the opportunity to do so

A customer oriented culture

  • Understand who the customer are
  • Understand his business
  • Turn customers into members create loyalty
  • Make the customer real to all employees
  • Listen to your customer
  • Tailor services to meet customer needs
  • Be proactive not reactive
  • Place yourself in the customer situation
  • Keep promises
  • Keep the customer up to date
  • CRM Engineer will be where ever they  need
  • Develop customer user groups where you can get feedback on your service

Customer service and expectations

  • Guarantee a superior service
  • Service is the key that unlocks the door of prosperity
  • Success is measured by ability to meet customer demands
  • Team leaders will be distinguished from others by the service they deliver

Develop a prioritized  list for important areas for your customer management program

  • What
  • Why
  • How
  • Short - Long Term
  • Cost investments, resources
  • Priority High, Medium, Low

Customer Management
In order to improve the Customer Satisfaction and Loyalty you have to:

  • Know the customer
  • Hear the customer
  • Grow the customer

These are Critical Success Factors in a CRM project

  • The marketing should be One to One
  • Launching the Program Phases
    • Brain Storm
    • Analysis
    • Development and commitment
    • Roll out plan
    • Implementation Strategies
  • Work Process Analysis
    • Drew a rough map of the process
    • Make interviews
    • List all activities
    • Do a network map
    • Focus on most urgent part

El retorno de la inversión en entrenamiento ejecutivo de equipos gerenciales es exponencial y en minutos. Norman Vincent Peale.
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