MoRnInG_WaLkS_______________

Morning Walks

The first thing that comes to mind when we start our day. Morning Walk. Life will always be hectic yet if one want to take time out and make it worth living, it just requires a small effort… A little extra for your family and for the love of ur life…

The first feeling of the day, everyday, where you look forward to spend that 30-40 minutes with ur BEST HALF and flush all the grudges, depressing stuffs and negatives off u … where you intend to gain that intimacy with the purity that you have in ur heart… the purity for your luved ones… that can only come when your heart is free from all the bitterness and the feeling of resentment…

Those few minutes walk would give your life a altogether new meaning… @this stage of life, it allows you to grow every minute you spend together… the time when you get you vains ready for the long day ahead fights… fights to deal with the unwanted, fights to rise high, fights to let go those who left u, fight to prey for those whom u luv and fight to be as pure as the nature is…

This is the most booster time when you prepare yourself to breathe deep and breathe out all the negatives and detoxify ur mind of those – people who forms downbeat roads ahead you in order to obstruct you and –thoughts that troubles you to be full of truth and purity…

Morning Walks are significant as it gives your life a reason to start you day full with constructive and pure thoughts…

So dear friends and luved one, start Morning Walks today onwards with your Best Half OR your luved ones and see the diference in your life…

Services marketing and CRM

Service is an essential element of marketing of any organisation be it roduct or Services.

a PRODUCT is a tangible entity. It is anything that can be offered to a market to satisfy a want or a need. these includes:
Physical goods
services
experiences
events
persons
places
properties
organizations
informations & ideas

A product is termed coz it can be SEEN, FELT, TESTED before a customer purchases it.

a SERVICE is intangible coz it cannot be seen, felt or tested before a customer acquires it.

A service is an act of proven performance and experience.

A Product and service characteristics goes as opposite to each other:

In a Service
- Ownership is not transferred to the customer
- Its Intangible
- it cannot RESOLD
- it cannot be DEMONSTRATED
- it cannot be STORED

4 Major Characteristics of Services that makes them different and why services are more difficult to market:
1. Intangibility
2. Inseparability
3. Inconsistency
4. Inventory

Marketing MixMarketing mix is a combination of elements an organisation controls that can be used to satisfy the needs of a customer.
the 4Ps are not sufficient therefore its required to go for EXPANDED MARKETING MIX

4Ps are:
1. Product
2. Price
3. Promotion
4. Place

Expanded Marketing Mix:
5. Physical Evidence
6. Process
7. People (the MOST CRUCIAL element of marketing)

Service Marketing TRIANGLE

The three main elements of service marketing are
1. Company
2. Employees
3. Customers

There are 3 types of marketing that takes places between these 3 elements of service marketing:
1. Between Company & Employees - Internal Marketing2. Between Company & Customers - External Marketing3. Between Employees & Costomers - Interactive Marketing

CRM - Levels of Customer Bonding!

Customer bonding provides the framework for understanding retention strategies.

Customer bonding presupposes the following:

1. Careful selection of the customers has been done.
2. Quality of Product/Services has been adequately proven.
3. Customer's evolving needs are regularly monitored over time.
4. Strong customer knowledge has been established.

Between the organisation and the customers, there are 4 levels of bonds that exists:
Level 1: Financial Bond
Level 2: Social Bond
Level 3: Customization Bond
Level 4: Structural Bond

Life is crazy!

Life is crazy!

Life is just a matter of uncertainties… 

There was a very gentle discussion with one of my very dear friend, saying ---

If my friend, whom I thought was my true friend, cant take a stand for me, I do not want to waste my time after him. This would only give me immense pain and this all is not worth it…

I would try to find reasons for our separations and would let them go…

--- the reason why they doubted my intention towards them---may be coz people still cant digest a male and female as just friends and he is one of those…
--- the reason why I got ugly remarks from their better half @ their absence---coz may be I was too interactive with them and their better half didn’t like that and that’s quite justified too…
--- the reason why we always fought---coz may be we were not meant to be friends…
--- the reason why they were never with us when we actually needed a friend---coz may be we were asking more from them as a friend…

Once we find the reasons, its very easy to let go and breathe life… BELIEVE ME…
They left us coz they were never ours, so I would not waste my energy in tears…

This moment would cross by and afterwards when we look back, we can laugh @ our self for being so childish and emotional…

life is just a matter of detachment… Often you should just allow to let it go… Its for our good and just an indication from the nature that it was not meant for you and you deserver something much much better than this…

@ times u luved someone, trust and respect someone and instantly, they turned out to be the person u hate d most. Someone u would never want to see again…

Its not a matter of right or wrong. Its just a matter of  compatibility.

Two gud human being not necessarily can be two gud friends.

Life is crazzzy but still it goes on...
--- Life is BEAUTIFUL ---

Smiles… (:

Levels of Customer Development Profile

Honestly while going through the various levels of Customer Development profile, I thought it is so very similar to the Human Relationship Development Levels.

Level 1 - Suspect
Remote possibility that a person / company may or may not become our Potential Customer

Level 2 - Prospect
A potential customer who may become your customer and chances of gaining them is much more than the suspects.

Level 3 - Customer
When a prospect actually purchases and an initial exchange of money and product/services has been made, they become Customers.

Level 4 - Client
a customer becomes a client when they starts purchasing regularly from the same organization.

Level 5 - Supporter
This is the levels when a customer identifies closely with the product and creates a very positive 'Word-of-Mouth'

Level 6 - Advocate
The is the highest level where the buyer-seller relationship is at peak. The organization has a strong propenent here. The mutuality of the relationship is two-sided now and both customer and the organisation value, respects, and appreciates each other.

@ the end CRM professionals are entrusted with a responsibility that all their Prospects eventually advances up to the Advocates levels for the Organisation and the brand.

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Customer Segmentation

A Segment is a group of exisiting potential customers that share commom characteristics that make them different from the other group of customers.

e.g., A Car Market may consist of:
1. Luxury Car Segment
2. Family Car
3. Sports Car

Segmentation for B2B and B2C markets is done on the following basis:

B2C:
1. Geographic - Nation, City, Region, Urban, Semi-Urban, Rural, Climate Base
2. Demographic - Family size, Age, Gender, Occupation, Education, Income, Religion
3. Psychographic - Lifestyle, Personality, Social Class
4. Behaviour: Rate of use, Occassion of use, Loyalty, Product Experience, Benefit Sought
B2B:
Demographic, Operating Variable, Purchase Approaches, Situational Factors, Personal Factors.

Customer Relationships & Retention

Fundamental of CRM speak about SELECTION & RETENTION as two important aspects of CRM.

SELECTION: is the process of selecting the RIGHT customers suitable and profitable to our business.

RETENTION: Mutuality is most essential in a relationship and RETENTION is the benefit of having long terms relationship with the SELECTED customers.

The most crucial elements of CRM are PEOPLE & HUMAN.

CUSTOMER BONDING & CLV (Customer Lifetime Value) are the tools used by CRM technologies while engaging in the process of Customer Selection & Retention.

Why Selection Customers is Important?
There are 7 Basic Elements of CRM:
1. Relationship
2. Selection
3. Retention
4. Long Term Partnering
5. Interactive Communication
6. Technology
7. People

Selection is the Key Principle of CRM as its very tough to meet and satisfy all the needs os all the customers all the time. Its then important to select and prioritize the customers.

The real business sense is to meet the most important needs of the most important customers & its very important for the survival. For that we require to create a competitive advantage by meeting the requirements of the customers in such a way that:
a. they are not able to meet this need
b. You are better at identifying & satisfying their needs
c. both you and the customers see potential in the long term mutually beneficial relationship & retention.

There are 6 important benefits of Selection:
1. COST Reduction
2. Increase in PROFIT
3. Your COST BENEFIT RATIO looks upwards
4. It helps create GOODWILL for your organization
5. It gets you good WORD OF MOUTH PUBLICITY
6. It helps you generate greater CUSTOMER SATISFACTION & LOYALTY (Retention)

Soft Skills & Implications for CRM

Soft Skills is the backbone of commincation to and from the organisation and right/positive communication is the key to maintaining & building relations.

The list of SOFT SKILLS that needs to be inculcated amongst all employees especially those who are in direct connect with the customers:

1. Talking
2. Listening
3. Positive Attitude
4. Service Attitude
5. Assertiveness
6. Enthusiastic
7. Confident

All employees working in an organisation should have the minimum knowledge of PRODUCTS, SERVICES, PROCESS, DELIVER and AFTER SALES SERVICE.

It looks strange if an employee is not able to explain the basic functions of an organisation.

Customer Delight is a MUST... Customer Satisfaction is not enough !!!

Satisfaction is a question of perceived Performance & Expectations.

Customer is dissatisfied if -
Performance is less than Expectation

Customer is satisfied if -
Performance matched Expectations

Customer are delighted if -
Performance exceeds the Expectations

'Customer Satisfaction' is meeting the Customer needs. 'Customer Delight' is exceeding the Customer needs...

Customer Satisfaction Measurement:In order to execute ultimate customer care and generate customer delight, its very important to measure customer satisfaction.
4 Methods to Measure Customer Satisfaction are:
1. Complaint & Suggestion system
2. Survey - Customer Satisfaction survey
3. Ghost Shopping
4. Lost Customer Analysis

Organisations should not only monitor their performance in customer satisfaction but also their competitor's performance.

Customer Satisfaction & Loyalty

The importance of customers & understanding customer needs is an aspect of CRM (Customer relationship management). that needs to be understood well and embedded deep into the culture of an organisation and its Business Philosophy.

Studying customer complaints & feedback helps understanding the customer better.

There are two types of customers:
Industrial Market, i.e. B2B
Consumer Market, i.e. B2C

Below are the Characteristics of B2B Market:
1. Fewer Buyer
2. Larger Buyer
3. Geographically Concentrated
4. Derived demand
5. Long Negotaition Period
6. Relatively High Value
7. Multiple Buying Influences
8. After Sales Service

Below are the Characteristics of B2C Market:
1. Friendly Buyer
2. Negative Pessimist Buyer
3. The Procrastinator
4. Mr. 'Know it all'
5. The Dealer.