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Transcript

THE HUMAN SIDE OF

CRM

See what you know and consider what you want...

play

JUST ONE THEORY QUESTION

Question 1

One quick question to get out of the way. What does CRM stand for?

Client-RetailMismatch

Customer Retention Metrics

Customer Relationship Management

Perfect! Moving on...

NEXT

imagine you're an employer

Question 2

Which of these processes do you think is NOT aneffective way of bolstering the employee-client relationship? (Hover over letters to read options)

A

Increasing work hours by 10%

B

Harley Davidson sent its employees on the road with customers, who were motorcycle enthusiasts, to help solidify relationships.

C

Providing training on social psychology and the social sciences.

Yes, they really did this. :)

Actually, this works!

Right! More hours is not the answer.

NEXT

DO YOU NEED MORE POSITIVE FEEDBACK?

Question 3

Here's an example of positive client feedback:"I loved working with your customer success team. Everyone was so helpful, and it made the onboarding process a lot less intimidating. Thanks!"Would more of this feedback motivate you?

No

Unsure

Definitely. I'd love more of this.

Ok!

Before moving on, consider an exercise you feel would help you get to know our clients better.You'll have a chance to share your idea in the forum before the data-focused part of our CRM training.