Re-Envisioning the Client Experience (Business Process & Automation Series Module 5 of 6)

Description

In sales, we have been taught to keep track of interactions with customers, track their sales journey, and capture data on the effectiveness of the sales process implemented by the organization. Customer Relationship Management is defined as: a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. This is a very organization-focused process where the customer is just a data point to be tracked. The standard operating procedures for the sales team and fulfillment are supplied from the organization, and not directed by the customer. At scale, the customers will definitely feel the disconnect between how they want their needs met and how the organization delivers. This module of the Business Process and Automation Series is about resetting the sales process to focus on the Client Experience. We can better anticipate client needs, put the client in the driver’s seat, and set the course for a long term relationship, as opposed to a transactional relationship. 

About the Business Process & Automation Series Advancing to higher levels of business automation can help build lasting processes that better leverage human and financial capital. Small businesses need to create foundational structure before implementing processes and advancing to software implementation and automation. There is a natural hierarchy of building business systems. Each level needs to be solidified, or at least well thought out before stepping into the next level. This Business Process & Automation Series includes six modules delivered via one-hour webinars which are being recorded and made available for later viewing on the Southwest Indiana SBDC client portal (choose "On Demand" to see recorded training). This series is presented by our partner, Grow with Jen. Jen Rudd, MBA, PMP is a Business Consultant. She is a Cross-Platform Automation expert with extensive background in creating systems and automation for a variety of business types. She had over a decade of corporate experience, before leveraging that over the last eleven years as a consultant.

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