CRM 400 Creating a Journal

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Technical University of Mombasa *

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MISC

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Marketing

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Nov 24, 2024

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CREATING A JOURNAL: 7 % of Final Grade You are going to create a Journal in a WORD document. The Journal will have 10 entries over the semester. Each entry should be ¾ of a page to 1 page in length, font 12, single spaced (like this document). My suggestion is to do one journal entry each week, rather than rush to get several done at once, and just use this document for each entry. In week 7 you will submit entries 1 – 5 on Blackboard for marking , This submission is worth 7% of your grade. This is your journal; what you enter into your journal will only be seen by me. Put some thought into your entries, and while there are no right or wrong answers, I will look to see that you have answered the questions fully, used examples where possible, and put an honest effort into your responses. Journal Entry 1 – What do you want to achieve? Go to the link ....... watch the first video...then write a reflection in the journal. Do you agree with the points the speaker is making? What stands out most to you? If you had to make one recommendation to a friend based on what you learned from this video, what would it be? https://www.youtube.com/watch?v=-zdJ1ubvoXs Next, Have a look at the information in the links below and write a short reflection on how you view the use of technology to assist the selling process. Check out: https://www.bdc.ca/en/articles-tools/marketing-sales-export/sales/pages/how-use-technology-boost- sales.aspx A. I agree with the speaker's sentiments from beginning to end. Some of the things he is talking about have affected me in the past in different ways. I have had issues with "sabouters" in my head, which always prevent me from reaching my full potential when doing various activities. I have always feared exploring new things in life, such as job opportunities, utilising my talents and joining groups in society or school. "Positive intelligence" stands out in the talk; it is measured by "sage" over "sabouters" as a percentage. Additionally, true love is loving people for who they are instead of for what they do or what they have achieved. For instance, the speaker states that his son has learnt to embrace the fact that his father's love for him is because of who he is. A more significant percentage shows that one has plenty of positive intelligence. I recommend that people learn to overwhelm their "sabouters"-judgmental thoughts in their brain which prevent them from

taking steps in life or judging others. Once we overcome such, we become more optimistic about life, contributing to better productivity. It is also good to love and accept people around us for who they are, not what they have or achieved. When we judge people by their looks or achievements we tend to misjudge their character and may end up having negative prejudice against them. I agree with the speaker's sentiments from beginning to end. Some of the things he is talking about have affected me in the past in different ways. I have had issues with "sabouters" in my head, which always prevent me from reaching my full potential when doing various activities. I have always feared exploring new things in life, such as job opportunities, utilising my talents and joining groups in society or school. "Positive intelligence" stands out in the talk; it is measured by "sage" over "sabouters" as a percentage. B Use of technology in the selling process is quite efficient if utilized efficiently. Otherwise, it can cause a lot of problems in the business that may lower productivity in terms of quantity and quality. A customer relations management (CRM) system allows you to centralize all customer information, track client interactions, and optimize sales efforts. Many organizations try CRM and then give it up because it seems too difficult or time-consuming to utilize. Because they receive little training and support, many salesmen feel overwhelmed with CRM. Technology plays a major role today in supporting all aspects of the selling function. Benefits include improved relationships with customers and improved processes of finding qualified prospects and turning them into customers. Technology improves the sales communications process and supports effective presentation of products and services. Understand some of the available technologies used in selling functions to make your sales organization more effective. Journal Entry 2 – Importance of Listening and communicating https://www.youtube.com/watch?v=cz6magUwAz4 The presenter is discussing the importance of listening in your personal and business life. Tell me, how would you rate your listening skills? At home: Good At school: Good At work: Fair

You are given some ideas about how to improve your listening skills and demonstrate to your friends/family/professors/customers/clients that you are listening. What are they? Sitting up straight in an attentive position When people talk to you, it is always advisable to take up a straight and attentive position. This shows that you are keen and paying attention to whatever they are talking about. An upright posture mostly when listening to business proposals, school lessons and other meetings is vital to improve your listening skills. An upright position also help the listener to pay full attention and avoid any form of distractions. Maintaining eye contact Maintaining eye contact with the speaker shows that you are listening to what they are saying and also gives the listener the chance to grasp all details being outlaid by the speaker. It is always advisable to maintain eye contact when listening and never looking at any other objects. Repeating back the things they say for clarification Once the listener repeats things stated by the speaker, it shows that he or she is listening and understanding all matters and points being put across. It is important for the listener to pay attention at all times and seek clarification for any points that are not clear. For the points that are clear, it is still advisable to repeat the points to show the speaker that you are paying attention. Using terms like”uhh”, “okay” , “Yes” when talking on calls to show the other party that you are listening and also repeating back what they say to show that you are listening. Such terms are effective in making sure that the conversation is flowing and also that there is an understanding between the two parties. Are you ready to improve your listening skills? If yes, how will you do it? I am ready to improve my listening skills as I have not been observing some of the points illustrated here. For this reason I will commence utilizing: Sitting up straight in an attentive position, maintaining eye contact, repeating back the things they say for clarification and using terms like ”uhh”, “okay” , “Yes” when talking on calls to show the other party that you are listening and also repeating back what they say to show that you are listening. All these factors will help me become the best listener at home, school and at places of work. This will have positive impacts in my communication skills and also in my career of professionalism.

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Video 2 https://www.youtube.com/watch?v=XCc6-qr0Gww In the second video there is a review of communication skills and why they are important. What are the six pillars? Assertiveness, authenticity, open-mindedness, empathy, clarity and listening What are your strengths? Empathy and Open- mindedness Which pillars are areas of weakness in your communications? Assertiveness, clarity and listening What have been the consequences of your areas of weakness in your communications? Inability to make crucial decisions and lack of full understanding of points and lessons What strategies will you adopt to improve your areas of weakness in your communication skills? I will implement: Assertiveness, authenticity, open-mindedness, empathy, clarity and listening Journal Entry 3 - Exploring how to develop your use of Linked In https://www.youtube.com/watch?v=Ox_ohqsIMAM https://www.youtube.com/watch?v=m8ZMALnh0kk Choose one video and expand your knowledge Report in your Journal the principles of what you have learned and how you might apply this to selling yourself. Also reflect on how you might use the technique to prospect, identifying new customers( for any product or service you might sell 1. Why you should choose linkedin for your business LinkedIn for business will allow me to obtain insider knowledge from acknowledged industry authority, build a large network, and boost my credibility.

2. How to establish connections with my linkedin profile Connecting people is an important aspect of LinkedIn. Making connections is critical since social media is inherently social. I will use such connections to look out for new opportunities each time. 3. What is proper etiquette that can help boost my exposure Proper etiquette such as: post frequently but not excessively. Limit your use of automation. Avoid being pushy. Make material specifically for LinkedIn. Such will help me gain a higher hand in job acquiring. All these lessons will help me in prospecting and identifying possible customers in a new business I have been wanting to start up. I would love to start up a business in selling household items and electronics. I will use the profile to create a network of people to whom I will advertise all my products to. The network will grow each day through making connections to other new members each day. Through this technique, I will soon establish a strong network that can support my business through direct purchases as well as referrals. I will also ensure that I utilize proper etiquette at all times to display the highest level of professionalism in my profile. This will show all customers that the profile is reliable and business oriented. This will scare away jokers and attract serious customers who will then promote my brand. I also plan to send my Linkedin link to my contacts in my phone and also ask them to forward the link to their contacts. Such will help to gain a larger network gradually which in turn improves sales and profits. Generally, the linked in profile will help me grow my side job and also help me grow my resume in the experience part. A profile that is active seems to fetch a lot of opportunities when job opportunities come along, AS it is said, experience is the best teacher, most employers love hiring people who have had a taste in the real world business. I plan to use the profile to my advantage and make the most appealing LinkedIn profile. Journal Entry 4 - Customer Value Proposition. It serves to summarize and repeat the concept we have been talking about in class. See Chapter 6 slides or chapter 6 in text book.

https://www.youtube.com/watch?v=aN36EcTE54Q Describe in a couple of sentences (in your own words) you have just learned in this video. I have learnt that, the Value Indicator Canvas can assist in determining the best product-market fit. It aids in market understanding and product development to meet customers' actual needs. If your customer profile and value offer match, you will have a better probability of success. I have also noticed that it can help in promotes client involvement and comprehension by providing guidance, sharpening concentration, cultivating confidence, and so on. I have also deduced the following advantages of the canvas from the overall view: 1. It enables you to access another way to see your value. You can use the Value Proposition Canvas to help you think about the value you provide to customers. When you have a list of the numerous factors that affect your clients' decisions, you can use it to help you identify any weaknesses in your offer. This can help you focus your efforts when it's time to support another project or identify potential growth areas. 2. It is simple to comprehend. This professional tool offers a simple visual depiction of your value. This is useful in a number of circumstances. For instance, since you can cover the layout with post-it notes and effectively examine, add, or remove elements as you go, it is particularly beneficial during meetings to generate new ideas and studios. On the other side, if you've produced a Value Proposition Canvas that you're happy with, it could be an effective way to clearly explain your offer, for instance, in meetings with partners. 3. Your marketing efforts may benefit from it. The Value Proposition Canvas is helpful for ensuring that your marketing efforts center on the assets of your products in addition to helping you refine your goods or services. You may determine exactly what you should highlight to your target audience by comparing the benefits of your products with the requirements that are often significant to your customers. Now, apply what you have learned in this video, to the Sales Call Video you are working on: 1. What is the value proposition of the product or service you are selling? Product-Solar powered cookers Pain reliever- Expensive fuel and unsafe cooking fuel Gain creators- Cheap fuel 2. What potential “customer pains” will your product or service help resolve. Expensive fuel and unsafe cooking fuel 3. What “customer gains” will your product or service provide? Cheap fuel

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Journal 5 - CRM https://financesonline.com/use-crm-software-10-reasons-get-one-company/ Tell me why I should use a CRM package, in your own words! CRM programming should be implemented in your firm because it boosts marketing tactics and builds customer interactions. These instruments will also enable you to apply your consumer understanding to change your jobs, facilitate various discounts, and complete advertising chores. Technology, when used correctly, may be highly effective in the marketing process. If not, the organization may face a number of challenges that may impair both the amount and quality of productivity. A customer relations management (CRM) system can help you centralize customer information, maintain track of client relationships, and maximize sales efforts. Many firms adopt CRM but abandon it because it is too difficult or time-consuming to use. Many salespeople are intimidated by CRM because they receive little training and assistance. Technology now significantly supports all aspects of the selling function. Benefits include improved client interactions and ways for discovering and converting qualified leads into paying consumers. Technology facilitates effective product and service presentations and improves the sales communication process. Be aware of numerous technologies that can be employed in selling functions to boost the effectiveness of your sales organization. What is it, and what does it do? I have deduced that, Companies use Customer Relationship Management (CRM) to manage relationships with present and prospective customers. CRM enables firms to build client relationships, increase sales, improve customer service, and increase profitability. Any special features I should be looking for? Take note of the board's emphasis on contact. The contact board is the most important component of any CRM system; therefore, choose one that is "tweakable" and ready to develop with your organization. Choose the most adaptable stockpiling plan available and consider a modification to deliver personalized assistance to your customers. Pre-test the customer service. There's a slim probability that your first engagement with the framework will be trouble-free, so think about if the expense of your customer service is genuinely worth it. When you purchase a CRM solution, you are making a promise to a firm. As a result, you may rest assured that they will appear for you anytime. In an ideal world, customer support would be provided 24 hours a day, seven days a week through various communication channels (telephone, email, live help, online entertainment).

Make a note of any combinations. In a perfect world, you would receive an open API architecture that can function in any production environment and hence takes little change to implement. If this isn't the case, thoroughly examine the merchant's list of combinations for obvious informal organizations, ERP, customer care, and installation door frameworks. Please submit Journals 1-5 onto Blackboard week 7 in a word document.

CRM 400 Creating a Journal

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