What do you expect from your customers? Whether they should be committed/loyal or only delighted? Delighted customers are more prone to be delighted by competitor offer; however, committed customers are highly infectious, creating strong recommendation to spread user base. Therefore, for maximizing CRM, one should strike a balance between internal & external customer equally.

Are people giving their best? Imagine if each team player is replica of you in their respective position/role? Does everyone know what Company’s Vision is? Are they passion about it? THEN WHAT IS THE SOULTION? Right People in Right Place-

1. JD & desired competency(fixed + upgradeable) for each job profile
2. Matching individual competency with desired
3. Time frame for grooming (training need) for current level & next level
4. Aligning individual growth(qnt+qlt) with organizational growth-performance base---WORK ON FOURTH DIMENSION
5. Personal Bonding - to nurture integrity, character & balancing

Crucial Point- High level energy, highly focus & self starter role

1. Defining clear cut role - what they are suppose to do, how, why & by when {Objective, Reporting & its significance in making wise decision (eg. forecasting, dso or competition) development, activities}
2. Impact - to organization & to himself or herself
3. Objective Setting - Does Team knows what is the Market Size in their respective area? What is the growth rate? Which are the growth drivers? Do we have all info about competition? What is our market share overall/segment wise? Do we have realistic & challenging budget? Do we have right incentive in place?

Ensure we must sell objective first to Internal Customers, they must see their growth(qnt+qlt) in that achievement & each of team player is PASSIONATE to EXCEL

Do we know who the good, bad & worst customers are? Have we done mapping based on profile of customer e.g. A/B/C (Do we know their system? Do we have fair idea about their growth vis-à-vis our share vs competition?), Are our marketing efforts are in line with customer category? Do we have personal info about our customer & how to eff use it? Do we have 80-20 analysis done vis-à-vis time allocation?

Understanding customer perception about us, are they feel we are here to ADD VAULE or only for business, understand their need, understand their aspiration, share growth scope with them, understand them personally, identify gaps in understanding & bridge those. Aim is to build quality relation & maximize our presence. Plan- prepare a customize plan keep two aim in mind with a time frame, evaluate opportunity potential, MIS - analyzing previous customer data to rebuild connection

1. Customer satisfaction levels
2. Individual Customer sales value
3. Customer profitability
4. % of Customer’s total spend, spent with us
5. New opportunities created with the Customer
6. Referrals generated
7. Value of repeat business generated

Vision is the most primitive conscious change happened to any successful organization before its inception. Mission is the basic BUILDING BLOCK of any organization for which whole organization come into existence. Now the very basic question what derive VISION?

The search to find answer for this question starts from very basic understanding of human behavior & his aspirations. Before moving forward, it is important to know one question “what if aspirations are achieved”? It is not important to achieve quantity gain but more important is to how it has been achieved. The process of moving in a path or searching path is more important of anyone’s ACTUAL growth in life.

Once individual understood his or her aspirations & visualize the path, then two things are left first, the action & second, the outcome. There is strong connection among aspiration, visualization, action & outcome. Once person is convinced with this cycle, he or she builds of courage to believe on this never ending spiral loop. Once courage is built, believing on your vision is the most enigmatic change in the universe & this courage is the power house to generate energy. This generates the infinite energy of passion which propel organization to leap forward. This AURA generate tremendous vacuum to attract RIGHT people to believe on your VISION – because this is the part of cause & effect cycle in this universe, this is part of meaningful purpose to change & this is the ONLY link to bring & deliver diverse change at many ends in UNIVERSAL CHANGE PROCESS

In current scenario, employees are more concerned for level of responsibilities, degree of autonomy & span of control. In order to break the boredom in work, Leaders are more focused towards key drivers of an organization; however, this does not come without any cost. Surely, downsizing or head count rationalization in broader way is directed towards achieving maximizing out of existing head counts. One has to be very critical, while re-designing roles & responsibilities, to improve cross-functional alignment and reduce duplication. While downsizing employees, one should carefully protect training and development programs. Such development program enhances employees’ morale and increases theirs long-term productivity. Also, such training programs give employees the skills necessary to carry out redesigned jobs that have greater spans of control.

Through Performance-management processes, one can identify employees who can be asset to an organization. Conducting disciplined assessments of performance helps companies to make good personnel decisions. Companies should assess which types of talent drive business value today and which will drive it three years from now, as well as which talent segments are currently available and which will be in the future—keeping in mind, for example, that new MBAs will be equally available in two years. They should also look at which types of talent would take years to replace or develop—for instance, skilled electric utility engineers in an environment where retirements are dramatically reducing supply. Performance management well informed by key strategic questions can minimize the negative cultural impact of downsizing, improve the bottom line, and help identify talented people the company should try to retain.