CEM & CRM
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This document discusses various topics related to customer satisfaction, experience management, and measuring organizational success. It addresses what customer satisfaction and value are, as well as common acronyms like CEM, CRM, BHAG, GIP, GCDP, TLP, and TMP. The document also discusses measuring NPS and attracting customers through word of mouth. It concludes with an activity where groups will discuss strategies for managing customer satisfaction at their booth and then present.
CEM & CRM
- 1. At a Café
- 2. After 10 Minutes !!!!!!!!!!!!!!
- 8. Who are our Customer ?
- 10. Customer Satisfactions . The extent to which a product’s perceived performance matches a buyer’s expectations.
- 11. But how when it comes to implementation?
- 13. RECAP!
- 14. CEM ! CUSTOMER EXPERIENCE MANAGEMENT .
- 15. CRM ! Customer Relation management .
- 16. Customer Value The customer’s comparison between all the benefits and all the costs relevant to the competing offers.
- 17. What Do You Know about The B-HAG ?
- 18. Engage and Develop Every young person in the world. BHAG BIG – Hairy –Audacious – Goal
- 19. How do we Measure The Success Of The Organization ?
- 20. # Of GIP Experiences # Of GCDP Experiences # Of TLP Experiences # Of TMP Experiences Quality of Our Experiences
- 21. NPS ( Net Promoter Score )
- 22. How we Measure The NPS :
- 23. How Do We Attract People Through That !!??
- 24. WORD OF MOUTH
- 26. Divide into 4 groups. Each group will discuss the behaviors and strategies which should be followed in their booth to manage their customer satisfaction. Write it down and present it. ACTIVITY
Editor's Notes
- #7: As We are we seeking to be the first choice partner , and as we promise to deliver experiences to our customers we need to have a huge transition in mindset , So we should have Customer satisfaction
- #8: Joe
- #9: Joe RECAPING
- #10: sheko
- #11: Sheko Setting expectations
- #12: Joe RECAPING
- #13: Joe and chiko
- #14: joe
- #15: Who knows CEM ?
- #16: joe
- #17: joe
- #18: sheko
- #19: sheko
- #20: joe
- #21: joe
- #22: joe
- #23: joe
- #24: sheko
- #25: sheko
- #26: sheko
- #27: Joe and chiko
- #28: chiko