CEM & CRM

At a Café

After 10 Minutes !!!!!!!!!!!!!!

After 20 Minutes

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After 30 Minutes

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Customer satisfaction

What are our

products?

Who are our

Customer ?

LOYAL Customer

Product Development

Process Innovation

Firefighting

Customer Satisfactions .

The extent to which a product’s

perceived performance matches a

buyer’s expectations.

But how when it

comes to

implementation?

RECAP!

CEM !CUSTOMER EXPERIENCE MANAGEMENT .

CRM !Customer Relation management .

Customer Value

The customer’s

comparison between all

the benefits and all the

costs relevant to the

competing offers.

What Do You Know about The

B-HAG ?

Engage and Develop Every young

person in the world.

BHAGBIG – Hairy –Audacious – Goal

How do we Measure The Success

Of The Organization ?

# Of GIP

Experiences

# Of GCDP

Experiences

# Of TLP

Experiences

# Of TMP

Experiences

Quality of Our Experiences

NPS ( Net Promoter Score )

How we Measure The NPS :

How Do We Attract People

Through That !!??

WORD OF MOUTH

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