Romancing with the customer

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Romancing with the Customer! Strategic Concepts (I) Pvt Ltd www.consult4sales.com 1

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Why Romance? Strategic Concepts (I) Pvt Ltd www.consult4sales.com 2

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Say SWITS. Customer Sorry Wish Inform Thanks Share Beloved Strategic Concepts (I) Pvt Ltd www.consult4sales.com 4

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Strategic Concepts (I) Pvt Ltd www.consult4sales.com 7 Thanks for listening. Thanks for taking out your precious time to complain. Thanks for being loyal to us. Thanks for visiting me for “n” no of time in last ‘y” no of months. Thanks for referring us to your friend. Thanks for billing “Rs X” with us in “Y” no of months. Thanks for upgrading your product from “A” to “A1” with us. Thanks for buying all your cross selling needs from us. Thanks for calling a spade a spade without mincing any word. Thanks for your suggestions. Thanks for reporting any misbehavior of our staff. Thanks for trusting us and making us grow into what we are today. Thanks for supporting our dream by believing in us. Thanks for telling us where we are wrong. Thank you for your business. Thank you for making us the No 1 company. Thank you for sharing your idea with us. Thank you for telling us that we are not worth it. Thanks for trying out my product or service. Thanks for assessing my product by cho0sing to use it once.

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Customer Behaviour Analytics. Why? Strategic Concepts (I) Pvt Ltd www.consult4sales.com 13

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Daily Customer Romance Dashboard Strategic Concepts (I) Pvt Ltd www.consult4sales.com 14 Date: _______________ SWITS count: S = ______ W=______ I= ______ T= ______ S= ______ Complaint is a gift! Item: Area: Complaint code: Resolved %age: Exceeding Customer’s Expectations! OK = Content= Excited= Fans = Total = _____________ Lost cases: 1. 2. 3. 4. 5.

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6 Tools of crm Leverage sales from existing customers Strategic Concepts (I) Pvt Ltd www.consult4sales.com 15

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ABV & ABS Strategic Concepts (I) Pvt Ltd www.consult4sales.com 16 Average Basket Value Total billing / Total no of customers Average Basket Size No of categories billed in each bill

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Customer Lapsation Even if you offer the best product backed with best service, Some customers will lapse from your system out of sheer fatigue of dealing with you. Strategic Concepts (I) Pvt Ltd www.consult4sales.com 17

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Customer Stickiness Some customers buy only some category of products from you. Why don’t they buy all categories available with you? Strategic Concepts (I) Pvt Ltd www.consult4sales.com 18

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RFM Value Monitoring Recency Frequency Monetary Value Strategic Concepts (I) Pvt Ltd www.consult4sales.com 19

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Basket Migration When customers migrate from one basket to another basket of products With you Without you Strategic Concepts (I) Pvt Ltd www.consult4sales.com 20

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In a nut shell Customer Loyalty Customer Churn Customer Engagement SWITS Sorry, Wish, Inform, Thank, Share Customer Evolution Metrics ABV ABS Lapsation Stickiness RFM Strategic Concepts (I) Pvt Ltd www.consult4sales.com 21

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Summary: SCIPL is a leading sales training company Nagpur, India offers corporate sales training for direct sales, channel sales, cold calls, lead generation, sales negotiation skills, ACY sales management, key account management. Help to manage, grow and optimize sales operations and distribution channels

Tags: sales consultant training upselling and cross selling channel management advisory services performance audit cold calls outsourcing

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