CRM: Customer Relationship Management

In this lecture, Andy introduces how winning businesses 'maximise' their customer relationships. This means much more than simply having a database and a CRM system. It's about giving and getting the best from your target customers.

In a world of massive competition and declining customer loyalty, there are many benefits of taking a proactive approach to maximising your customer relationships. In this lecture, Andy highlights the common mistakes that businesses make, and how you can avoid them. There's also a chance to see how you measure up and what you need to do move forward with your customer relationships.

Download the '12 CRM Mistakes Businesses Make' assessment toolkit.

'MCR' is all about 'Maximising Customer Relationships' and in this lecture Andy introduces the 7 key ingredients of the 'Forget CRM, Think MCR' methodology. There is also an assessment tool you can download to see how you measure up in the areas that count.

Download the 'Maximise Your Customer Relationships: A 3D Assessment Tool' supporting document.

This lecture introduces you to the fundamental principles of 'MCR' and shares a simple model you can use to make it work for you.

Here's a chance to use the 'MCR' model to assess your current customer relationships and see how they measure up. Andy helps you identify the opportunities, threats and key issues for your business. He also helps you establish your priority actions so that you can develop your own 'MCR Plan'.

Download the 'Your Customer Relationships - How Do They Measure Up' model.

Many businesses are 'busy' dealing with their customers in the day to day, but aren't necessarily focusing their efforts on the right areas, or the right customers. In this lecture, Andy introduces his '10 D's Of Different Customers' model and encourages you to systematically review and refocus your efforts on the best customers for you and your business.

Here's a chance to download the '10 D's Of Different Customers' e-book and assessment tool to help you identify your issues and develop a plan to maximise your ideal customer relationships.

Download the '10 D's Of Different Customers eBook'.

Our research shows that successful businesses get very close to their customers and understand their needs, wants, aspirations and frustrations. They also get to know them as individuals and they understand what makes them 'tick'. In this lecture, Andy helps you identify how well you know your customers.

Having assessed how you measure up when it comes to getting close to your customers, and understanding their needs, Andy provides you with some powerful questions to help you find out what your customers really think and want. He explains how to carry out a customer attitude survey to establish their view of your business performance and capabilities.

Download the 'How To Find Out What Your Customers Think 3D Toolkit' to make it work for you.

The first principle of 'MCR' is how to give the best to your customers, and this lecture introduces the key ingredients for making this work. As you watch the following lectures, we'll focus on about personalisation, dialogue, education and adding value. You'll have a chance to assess how you 'measure up' against those ingredients and identify your next steps.

Download the 'Are You Giving Your Best To Your Customers 3D Assessment Tool'.

In this lecture, Andy provides some practical tools and tips to ensure that you 'personalise' your communication with your customers, both in terms of format and frequency.

Download the 'Get Personal With Your Customers 3D iDeas Toolkit'.

Andy explains how to create real conversations with your customers. This means generating two-way dialogue in a format and frequency that works for them.

Download the 'Create Dialogue Not Diatribes 3D Toolkit'.

Andy explains that a key ingredient of 'MCR' is 'educating' your customers. In this lecture, he offers some innovative ways of letting your customers know what you do, and how you do it, without being 'pushy'. He also highlights some simple ideas to help you 'add value' to your customers and create 'the ties that bind'.

Download the 'Educate Your Customers And Add Value 3D iDeas Toolkit'.

The second principle of 'MCR' is how to get the best from your customers. It is the pay off for all your hard work! In this lecture, Andy outlines how best to generate more recommendations, testimonials, ideas and opinions from your customers. The benefits? Repeat business and increased profit!

Andy introduces a simple model to help you assess your customers 'share of spend' with you and then helps you identify the steps you need to take to maximise opportunities and sales with your customers. It's all about focusing your efforts and ensuring that you are concentrating on the 'right' customers.

Download the 'Get Customers To Spend More - Making It Work For You 3D Toolkit' to help you do this, with tips and techniques to make it work for you.

As well as spending more with you, your customers can be a great source of ideas, opinions, referrals, recommendations and helpful insights - if you involve them. In this lecture, Andy provides you with some ideas to help you make that work for you and your business.

Download the 'Customers As An Extra Resource 3D iDeas Toolkit'.

In this lecture, Andy concludes by recapping the key ingredients of 'MCR' and encourages you to revisit the assessment tool with a 'fresh pair of eyes'.

Download the 'MCR Action Plan' that takes you through the key steps to make the course learnings work for you and your business.

Finally, Andy highlights other courses, resources and tools that you can access to help you improve your leadership, engage and empower your people, make your marketing work, provide outstanding customer experiences, improve your profitability and create a culture that supports your business growth.