culture of organisation

7/29/2019 Culture of Organisation

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Culture of

Organisation

Culture is the common shared

values within an organisation


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Get Ready: Avoiding the

common Barriers Culture: product-centered cultures discourage

support and funding for customer-centered

programs

Expectations: unrealistic expectations

Operational Infrastructure: Most customer-facing systems automate a single process and

do not integrate across all functions


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Crucial factors of CRM

Information

Process

TechnologyPeople( This component refers to people

changing the way they function or

operate)


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Understanding the People

Component Holding on to newer employees is key to improving

retention, survey finds

Twice as many employees with less than two years ofservice voluntarily leave an organization as do those withmore than two years of tenure, according to a study ofworker attrition rates by Sirota Survey Intelligence,specialists in attitude research. Employees with less thantwo years of service voluntarily leave at an average rateof about 20 percent per year,while those with more than

two years tenure quit at an average rate of about 10percent per year, according to the study of nearly 47,000employees. Moreover, the data show that of all thosewho voluntarily leave within any given year, almost 60percent have less than two years tenure.


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Creating a CRM Culture

1. Change management

2. Metrics and rewards

3. Sponsorship

4. Training and education

Understanding the People Component


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Change management

We all understand that we have to adapt

to change or well end up in the same

gas tank as the dinosaursPeter F.Drucker


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Peter F.Drucker

We do not hear much anymore aboutovercoming resistance to change, which10 to 15 years ago was one of the mostpopular topics of management booksand management seminars. Everybodyhas accepted by now that change isunavoidable. But that still implies that

change is like death and taxes itshould be postponed as long aspossible.


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Thats just the Problem with

ChangeMany companies are doing quite well to

recognize change when it happens; they

cannot anticipate and prepare for it.Drucker suggests that managing change

doesnt guaranteed success. But

ignoring the need to manage change

guarantees failures


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Rewards, recognition and

incentivesRecognize the efforts: treat the

employee as a worthwhile human being

Reward: something given in return forwork done, a service rendered, good

behaviour

Incentive: something motivates or

encourages an action



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Incentives

Employees aren't using all, or even any, of theirallotted vacation time

Employees aren't taking time away from the

office to rest, rejuvenate or relax and, as aresult, they are more tired and stressed outthan ever. More than one-third (37 percent) ofU.S. workers anticipate not using all of theirtime off this year, according to a new Hudsonsurvey of 1,914 U.S. workers. In fact, one in

four workers (24 percent) have not taken anytime off this year, and an additional 14 percenthave not taken a vacation longer than a longweekend.

Metrics and rewards


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Incentives

Individual

Team incentives are more about friendly

competition between teams and basedon measured results

Departmental these are more about

behaviors, such as the entire group

being on time or filling all their paper

work accurately

Understanding the People

ComponentMetrics and rewards


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Some Incentives

Separate parking Dinners for two Theatre tickets

Movie passes Vouchers (Clothing, shoe, book, perfume,

petrol) Special sports events tickets Extra time off work Pen/pencil sets Car service Paid housekeepers



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Rewards

Individual rewards

Team rewards in internal celebrations orteam of the week



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Recognition

For recognition to work it must be:

Specific

IndividualPersonal

Timely

FairSincere

Fun



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Creating Realistic

Expectations1. Vision and Roadmap

2. Internal communications

3. Customer communications



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Vision and Roadmap

A vision should paint a picture that

clearly illustrates where you want the

CRM program to end ups


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Internal communications

Warrens uses a five-step program to effectively reachemployees with messages critical to organizationalsuccess

1. Inform: build awareness2. Educate: set expectations and offer

information/guidance/training to reach success

3. Motivate: Recognize behavior and reward and

publicize achievements4. Enable: provide tools needed to succeed

5. Respond: incorporate interactive response to listenand adjust the program


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Internal communications

Use every means possible for

communicating: company newsletters

and magazines, e-mail, bulletin boards,coffee talks


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Stress Management

In its simplest definition, stress is

response to pressure, stimulation or

change.


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Positive Stress and Negative

StressPositive Stress

Reaction to stimuli with

Feelings of exhilaration,

Eagerness, thrill(0f achievement),

Extra energy,

heightened senses

Negative Stress

Reaction to stimuli

with feelings of

anxiety, depression and

A universal

Pervasive feeling of

Hopelessness,

helplessness
http://var/www/apps/conversion/tmp/scratch_4/E:/rd%20classic%20instrumental/as%20long%20as%20u%20love%20me.mp3http://var/www/apps/conversion/tmp/scratch_4/E:/rd%20classic%20instrumental/as%20long%20as%20u%20love%20me.mp3


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Managing Stress

Self-talk

Clarify or resolve your personal value system

Relax Increase your fitness

Sharpen the saw

Eat sensibly

Manage/eliminate alcohol, cigarettes, caffeineand pills.

Smile


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Self-talk

Some researcher who apparently have

little else to do estimated that we speak

42,000 words of self talk a day withover half words we use being negative!

Instead of telling I Cant remember why

not tell I shall remember from now

every thing


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Clarify or resolve your personal

value system

Our values can be written a paper to

identify them and stand by them with out

any comprise on personal values


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Relax

Relax the mind and body:

Mediation

YogaPrayer

Visualizing that we are relaxing

Listening to relaxing music smiling


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Facts of smile

On average each day, children smiles

400 times and laugh 150 times.

However, as adults how many times arewe smiling or laughing????????


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More facts about smile

Reduces muscle tension

Relaxes nerves

Reduces high blood pressure Improves circulation

Boosts the immune system

Most of all, a smile makes us feel goodabout yourself and makes those around

you fell good, too!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!


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Sharpen the saw

Give time to your self,

Give time to your family

Give time to your friendsGive time to your pet

It is said that one needs seven hugs a

day to be healthy the best way to getthem is to give them!

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