COMO GERENCIAR EL PROCESO DE TRANSFORMACION   
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
TIPS
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 y capacitación de equipos gerenciales es normalmente exponencial y en minutos. Vincent Peale.
          
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