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Mejor que an no lo intentemos Si ESTAMOS PREPARADOS estaremos en condiciones de responder preguntas incluso ANTES de que sean formuladas ?3`1-TO-1 : La customizacin masiva  QU REQUIERE110 Se  aprendi que era ms posible vender cuando el Cliente era el que llamaba, incluso quejndose ! De all que podan surgir NUEVAS ventas incluso de la queja Contar CASOS : supermercado midwest, nio que pide prestado el telfonoZ @41-TO-1 : Customizacin Masiva El  encaminamiento inteligente de llamadas es una herramienta de apoyo a la  venta cruzada ascendente y dio origen en Capital One a lo que se denomin  VENTA CRUZADA DE ENTRADA Resumiendo : para Capital One su capital est constitudo por datos sobre el comportamiento de sus Clientes reales y potenciales + la capacidad de interpretacin de los mismos fZfe A5CRM : QU  Best Practice podemos adoptar ?  La customizacin masivaGGF Capital One sealaba que su meta era reemplazar  ... La costosa mercadotecnia-unitalla por la customizacin / personalizacin masiva para la entrega del producto correcto al consumidor indicado en el momento justo y al precio adecuado Esto es posible  realmente o solo a niveles de  percepcin ... O quizs de ambas a la vez ! LLK La Empresa SENSITIVA ,Qu implica conocer Qu implica atraer Qu implica vender Qu implica atender Qu implica satisfacer Qu implica retener Qu implica agrandar , El CICLO de VENTAS. Su orden ,Marketing, Ventas, Logstica Marketing, Ventas, Logstica, Service IMPORTANCIA DE LA POSTVENTA Y DE LAS REAS DE APOYO A VENTAS"D=3f , -Gerencia de Marketing y Ventas (convencional)- ,Quin era responsable de conseguir nuevos Clientes y hacerlos Crecer? Se ha hablado mucho de los Clientes Internos, pero poco de lo que estos Clientes Internos deben hacer para conseguir nuevos Clientes y hacerlos Crecer , 6Qu necesitan las Empresas para Sobrevivir y Crecer?6 ,MVisin Misin Estrategia Objetivos Tcticas Metas Qu opinan? Hay algo ms?222M , Empresa / Organizacin ,La Organizacin tradicional Niveles jerrquicos del rea Comercial Principales contenidos del rea Comercial Cunto cuesta llegar al Cliente Cunto cuesta saber lo que el Cliente necesita y quiereZ ,  QUIENES SON INDISPENSABLES ,Antes: ..................................................... Ahora: .................................................... POR QU? A qu se debe el cambio?   , "En realidad, Quin es el Cliente?" ,Los Departamentos de Compras? Los Consumidores? Los Distribuidores, los Concesionarios, los Revendedores? Los Usuarios finales dentro de una Organizacin? Los gobiernos, los polticos? Las Fundaciones? Otros?Z , #En realidad, quin es el Cliente?# ,)... Y de las PERSONAS quin se acuerda?:* ,3f ,f,) , El Cliente y la Empresa ,Si hacemos lo que el Cliente nos pide, el Cliente estar  a riesgo si cambia de Empresa Customer Loyaltyjj(2a , , ,  Los Clientes  ,Un nuevo Cliente cuesta 10 veces ms Slo se quejan muy pocos Clientes Las Empresas pierden el 50% de sus Clientes cada 60 meses El 70% de los Clientes se pierden por la pobreza del Servicio ,%Ahora: diferencie por sus Necesidades% ,Lo que el Cliente Necesita, no siempre es lo que le vendemos Algunas son  aparentes necesidades que surgen de los registros transaccionales Otras necesidades se pueden descubrir slo a travs del Dilogo,3f ,DESAFO personal , Participacin de Mercado ,  ,Participacin de Mercado ,  ,La Direccin de Customizacin( , #Matriz de Capacidades de la Empresa$$(# , Cmo se ataca el 1 to 1 , Implementacin en 4 pasos ,Identifique a los Clientes en forma individual y accesible Diferncielos, segn su valor y sus necesidades Interacte con ellos de forma costo-eficiente y efectivamente Customice algunos aspectos del comportamiento de la Empresa f/ f! 3 1 ,Conociendo y Haciendo ,.IDENTIFIQUE DIFERENCIE INTERACTE CUSTOMICE&/f. ,2 pasos / acciones requeridas ,\Interacte con los Clientes y recurdelos!! Customice el comportamiento de la Organizacinx/ ff   $    \ ,$El ciclo de Ventas. Cmo Interactuar$ ,JCall Center Face-to-face Mvil Web Otros: eventos tcnicos, sociales, etc.KK~ , , , , , , , ,6 ,-Gerencia de Marketing y Ventas (convencional)- ,Clientes intercambiables Productos y Servicios estandarizados Aprendizaje a travs de Encuestas basadas en el mtodo de muestreo / regresin (como proyeccin) El objetivo era conseguir ms Clientes ,Los Clientes ms Valiosos , EL CLIENTE: Motivacin ,lProcesar mensajes (ex/ante) Observar comportamiento y reforzar Teora de la equidad APPRECIATIVE INQUIRY !!! mT3fl , CRM / La customizacin masiva ,}Identifique Diferencie Interacte Estandarice (simplifique). Tenga ms tiempo libre para interactuar. Desarrolle SUS CLIENTES2~fQ} ,!8Customizacin masiva = informatizacin + estandarizacin8 ,5La mayora de las firmas lo adoptan para bajar costos66,3f5 ,"%Customizacin Masiva: Qu significa?% ,VQu es lo que hace Levis para fabricar 1.5M de jeans diferentes en tamaos y estilos?:W6,3f ,3f,3fV ,#%Customizacin Masiva: Cmo funciona?&&$% , % %Customizacin Masiva: Cmo funciona?% , &!-Customizacin Masiva: Combinaciones de Estilo$.'- ,<Estilos Bsicos Piernas: Abertura Tipo de Cierre==< ,'"1 to 1, en cinco palabras ... , (#Marketing 1 to 1 ,Los Clientes son Personas / Individuos Los Productos y Servicios son customizados (a medida) Las Quejas y Reclamos de Clientes son mejores que las Encuestas El Objetivo va ms all de conseguir nuevos Clientes; adems se debe retener y hacer crecer los ClientesZ ,)$Ponga sus Ideas en Accin ,Liste sus ideas Otorgue prioridad a las mismas Evale la relacin costo / beneficio Comprtalas con otros Desarrolle un programa Pngalas en prctica ,*%LA OPORTUNIDAD ,oDistintos puntos de entrada La antiparalizacin paradigmtica Creatividad y Crecimiento Cambio IDEAS EN ACCIN"p`<3fo ,+&3Tecnologa Informtica: su Valor Agregado en Ventas44(3 ,El proceso de diferenciacin (Darwin). Cada Cliente es distinto (base de datos de Clientes) A cada Cliente se le enva y recibe un mensaje diferenciado (Conectividad e Interactividad) El concepto bidimensional reemplaza al unidimensional (Customizacin Masiva)  3f/ 3f73f ,,'9El Ingreso Marginal: Producto Marginal + Cliente Marginal9 ,TEn el Marketing tradicional se castiga a: Los nuevos Productos Los nuevos Clientes,+*+*T ,-(%Previnter: Diferenciacin de Cliente% ,Problema: Los empleados pueden cambiar de AFJP cada 6 meses Pero las AFJP no pueden customizar sus propuestas Entonces, cmo pueden ganar Clientes que sean ms leales? Un mtodo es cambiar la retribucin en las ventasD ZZ2Z 23f ,.)ENFOQUE ,Tenemos la tendencia a ver todos los problemas como si fueran un CLAVO ... CUANDO NUESTRA NICA HERRAMIENTA ES EL MARTILLO!!!hH8Af3f,f3f ,/*1 to 1 o Segmentacin? ,PREGUNTA: Cul es la diferencia con otras estrategias de Segmentacin? RESPUESTA: El feedback del Cliente cambia la forma en que la Empresa trata a ese Clientep ? N ? B    f     ,0+)LOS DOS FOCOS MS IMPORTANTES EN VENTAS**) ,VINTIMANDO CON EL CLIENTE EXCELENCIA EN LA RELACIN: Feed Back del cliente al producto65 " "" 5"$V ,1,INTIMANDO CON EL CLIENTE ,Manejar efectivamente la relacin con los Clientes, sus inquietudes, quejas/reclamos y necesidades Asegurando que todos en CAPILATIS conocen al Cliente; esto mantiene como prioridad 1 el punto Intimando con el Cliente ,2-Algunas estrategias prcticas ,bFacilitar y proveer las ms efectivas herramientas, mtodos y prcticas de Ventas Otorgando a los Call-Centers y a los Service Reps un rpido acceso a todos los productos de CAPILATIS e informacin sobre precios Dando a todas las personas en la  lnea de fuego de CAPILATIS (Contact Persons) informacin sobre el Cliente en relacin a : Preferencias, Conversaciones Previas, Historia de Compra (y pago) y otros temas que impactaron  " ZJf , , , ,2 ,3.INTIMANDO CON EL CLIENTE ,Manejar efectivamente la relacin con los Clientes, sus inquietudes, quejas/reclamos y necesidades Asegurando que todos en ACRON conocen al Cliente; esto mantiene como prioridad 1 el punto Intimando con el Cliente ,4/Algunas estrategias prcticas ,LFacilitar y proveer las ms efectivas herramientas, mtodos y prcticas de Ventas Otorgando a los Call-Centers y a los Service Reps un rpido acceso a todos los productos de ACRON e informacin sobre precios Dando a todas las personas en la  lnea de fuego de ACRON (Contact Persons) informacin sobre el Cliente en relacin : Preferencias, Conversaciones Previas, Historia de Compra (y pago) y otros temas que impactaron " ZJf , , , ,' ,50 +ATRAER CONSEGUIR RETENER AYUDARLOS A CRECER,,0+ ,B6  C7FCARRERA POR LOS MEJORES CLIENTES Cmo trata Usted hoy a sus clientes?GG F , D8CUATRO ESTRATEGIAS 1 a 1# ,E9HILERA DE CLIENTES ,F:1 a 1 o Segmentacin? ,Pregunta: Cul es la diferencia con otras estrategias de segmentacin de mercados? Respuesta: El feedback de un cliente cambia la manera de tratar a ese clienteb J C$J $C   ,G;H<I=%Primero el Producto, luego el Cliente&&#% ,nTenemos un producto y queremos encontrarle clientes, desde: Marketing masivo Marketing de nichos Base de datos&<3<3n ,J>K?L@MANBOCPDQE/RSTUVWXYZ[ \ ] ^ _ `abcdefghijklmnopqr s!t"u#v$w%x&y'z({)|*}+~,-./0123456789:;<=>?@ABCD( ` fDW&cC3` f}MMM&3fff` 333___` RP.-W~` ;%k)LnV6ff` m'@Q0 ;9]>?" dd@,? 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̙33**___PPT10u*+D'' = @B D<'' = @BA?%,( < +O%,( < +Ds&' =%(%(D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* X%(D' =-6B+checkerboard(across)*<3<* XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* X%(D' =-6B+checkerboard(across)*<3<* XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* X%(D' =-6B+checkerboard(across)*<3<* XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* X%(D' =-6B+checkerboard(across)*<3<* XD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* X%(D' =-6B+checkerboard(across)*<3<* XD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(|DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(pDX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*XD' =%(dDX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*X%(D' =-6B+checkerboard(across)*<3<*X++0+ X ++0+ X ++0+ X ++0+ X ++0+ X ++0+X ++0+X ++0+X ++0+X ++0+X ++0+X ++0+X ++0+X +4     ` (  `~ ` s *0]0  ]  z @ @ ` 0p,$D0 N @ @ ` @ @` ` 0>@ @ZB ` s *D>P@PZB ` s *D>@    ` 0L]0 P ,$D0 QI(2 ,  ` 0]0 @ P ,$D0 TII(2 ,  ` 0T]`,$D0 SIII 2 ,  ` 0]@ P ,$D0 RIV 2 ,B ` 0D33>P   ,$D0B ` 0D33>  ,$D 0B ` 0D33>P ` ,$D 0B ` 0D33>P ,$D 0 ` 0V4 ,$D 0 s!Identifique Diferencie Interacte" 2"! , ` 0V@ 0,$D 0 ] Customice 2   ,1 ` B, VpP,$D0 %Productos Estndar Productos a medida,& % , ` < V_t,$D0 ^ CUSTOMIZANDO 2   ,H ` 0޽h ? ̙33&&___PPT10q&+D$' = @B DP$' = @BA?%,( < +O%,( < +D#' =%(%(D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* `%(D' =-6B+checkerboard(across)*<3<* `D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* `%(D' =-6B+checkerboard(across)*<3<* `D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* `%(D' =-6B+checkerboard(across)*<3<* `D' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* `%(D' =-6B+checkerboard(across)*<3<* `D' =%( DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%( DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(|DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`D' =%(pDX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =-6B+checkerboard(across)*<3<*`++0+ ` ++0+ ` ++0+ ` ++0+ ` ++0+` ++0+` ++0+` ++0+` +   \$(  \r \ S VP  V r \ S Vp0 V H \ 0޽h ? ̙335  &  d(  dx d c $"V  V  d S +V<$0 V B d c $D p ,$D0B d c $Dp ,$D0B d c $D ,$D0B d c $D pp,$D0 d 0.V330 0V ,$D0 fPASOS PARA LA ACCIN 2 ,  d 0P3V330,$D0 bAnlisis (2 $f ,  d 07V33 0,$D 0 `Accin (2$ ,B  d 0D>,$D 0B  d 0D> 0 ,$D 0B d s *D33) P ,$D 0B d s *D33),$D 0H d 0޽h ? ̙33++___PPT10+.+D*' = @B D*' = @BA?%,( < +O%,( < +D' =%(D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*d %(D' =-6B+checkerboard(across)*<3<*d D' =%(D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*d %(D' =-6B+checkerboard(across)*<3<*d D' =%(D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*d$%(D' =-6B+checkerboard(across)*<3<*d$D ' =%(D' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*d%/%(D' =-6B+checkerboard(across)*<3<*d%/D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* d%(D' =-6B+checkerboard(across)*<3<* dD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* d%(D' =-6B+checkerboard(across)*<3<* dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* d%(D' =-6B+checkerboard(across)*<3<* dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* d%(D' =-6B+checkerboard(across)*<3<* dD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*dD' =%(|DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*d%(D' =-6B+checkerboard(across)*<3<*d++0+d ++0+d ++0+ d ++0+ d +   @h*(  hx h c $HV  V r h S pIV` V H h 0޽h ? ̙33  `l*(  lx l c $0V%  V r l S NV  V H l 0޽h ? ̙33  p*(  px p c $,hV%  V r p S nV V H p 0޽h ? ̙33g%   t(  tr t S epp   B t s *D33) PP,$D0B t s *D33)P`,$D0 t s * `p,$D0 t s *``p,$D0  t s *p p,$D0  t s * p,$D0  t s *` @ p,$D0B  t@ 0Df)` 0,$D 0B  t 0  0,$D 0 ZCMV s Mayor Valor Actual Objetivo: Retenerlos. 2.- , t 0`0,$D 0 51er Tear 2do Tear 3ro Tear 4to Tear 5to Tear6 265 ,H t 0޽h ? ̙33___PPT10+ DF' = @B D' = @BA?%,( < +O%,( < +D8' =%(%(D' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*t%(D' =-6B+checkerboard(across)*<3<*tD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*t%(D' =-6B+checkerboard(across)*<3<*tD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*t%(D' =-6B+checkerboard(across)*<3<*tD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<*t%(D' =-6B+checkerboard(across)*<3<*tD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* t%(D' =-6B+checkerboard(across)*<3<* tD' =%( DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* t%(D' =-6B+checkerboard(across)*<3<* tD' =%( DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* t%(D' =-6B+checkerboard(across)*<3<* tD' =%( DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<*t%(D' =-6B+checkerboard(across)*<3<*tD' =%(DK' =4@BBB B%(D' =1:Bvisible*o3>+B#style.visibility<* t%(D' =-6B+checkerboard(across)*<3<* tD' =%(DX' =A@BBB B0B%(D' =1:Bvisible*o3>+B#style.visibility<* t%(D' =-6B+checkerboard(across)*<3<* t+p+0+ t ++0+t +   x*(  xx x c $   r x S H`  H x 0޽h ? ̙33o   |R(  |x | c $%    | S <$0   | 0 p ,$D 0 `IDEAS!!! 2 03f ,H | 0޽h ? ̙33=5___PPT10.+{_ND}' = @B D8' = @BA?%,( < +O%,( < +Do' =%(%(D' =%(D' =A@BBB B0B%(E5' =1B B`BPB,54*3>B ppt_c='`B@BPB<*| D' =1:Bvisible*o3>+B#style.visibility<*| %(D' =-6B+checkerboard(across)*<3<*| D' =%(D' =A@BBB B0B%(E5' =1B B`BPB,54*3>B ppt_c='`B@BPB<*| D' =1:Bvisible*o3>+B#style.visibility<*| %(D' =-6B+checkerboard(across)*<3<*| D' =%(D' =A@BBB B0B%(E5' =1B B`BPB,54*3>B ppt_c='`B@BPB<*|"D' =1:Bvisible*o3>+B#style.visibility<*|"%(D' =-6B+checkerboard(across)*<3<*|"D' =%(D' =A@BBB B0B%(E5' =1B B`BPB,54*3>B ppt_c='`B@BPB<*|"~D' =1:Bvisible*o3>+B#style.visibility<*|"~%(D' =-6B+checkerboard(across)*<3<*|"~D#' =%(D' =A@BBBB0B%(D' =1:Bvisible*o3>+B#style.visibility<*|%(D' =+4 8?dCB1+#ppt_w/2BCB#ppt_xB*Y3>B ppt_x<*|D' =+4 8?\CB#ppt_yBCB#ppt_yB*Y3>B ppt_y<*|+p+0+|U ++0+|0 +^  !  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C _<_<________<<<<_<<________88888__e<88888<_<_<_<_<88____________________________________m<_<_<____________<<_<_<_>>?>>?>?>?a?>?a???c?c?c?c?c@c@c@c@ccc@cccdcccdcdcdcdcdcdddcdddcdddddddddddcdddcdddcdcdcdcdcdcdccc@ccc@c@c@c@c?c?c?c?c?c???a?>?>?>?>?>?>>?>>C?>?>?>?>?>?>???????????????@?@?c?c?c?c@cAcAcAcAcAcAcAddcAdddAdddddddddddddddddddddddAdddAddcAddcAcAcAcAcAc@c?c@c?@?c???????????????>?>?>?>?>?>?>?>C\>>?>>>?>?>?>?>?>???b???c?c?c?c?c@c@c@c@cccAcccdcdcdcdcdcdddcdddcdddddddddddddddcdddcdddcdcdcdcdcdcAccc@c@c@c@c@c@c?c?c?c???b???>?>?>?>?>?>?>>>>>C--&TNPP &՜.+,D՜.+,     M Presentacin en pantallanchpxEE JTimes New Roman Arial BlackArial WingdingsRedL PROYECTORES: P.P. de Capacitacin GRATIS info@proyectoresmenorprecio.comLos desafos del ClienteEmpresa / Organizacin4Que necesitan las Empresas para Sobrevivir y Crecer11-TO-1 : La customizacin masiva QU REQUIERE11-TO-1 : La customizacin masiva QU REQUIERE1-TO-1 : Customizacin MasivaGCRM : QU Best Practice podemos adoptar ? La customizacin masivaLa Empresa SENSITIVAEl CICLO de VENTAS. Su orden.Gerencia de Marketing y Ventas (convencional)7Qu necesitan las Empresas para Sobrevivir y Crecer?Empresa / OrganizacinQUIENES SON INDISPENSABLES#En realidad, Quin es el Cliente?$En realidad, quin es el Cliente?El Cliente y la Empresa Los Clientes&Ahora: diferencie por sus NecesidadesDESAFO personalParticipacin de MercadoParticipacin de MercadoLa Direccin de Customizacin$Matriz de Capacidades de la EmpresaCmo se ataca el 1 to 1Implementacin en 4 pasosConociendo y Haciendo2 pasos / acciones requeridas%El ciclo de Ventas. Cmo Interactuar.Gerencia de Marketing y Ventas (convencional)Los Clientes ms ValiososEL CLIENTE: MotivacinCRM / La customizacin masiva9Customizacin masiva = informatizacin + estandarizacin&Customizacin Masiva: Qu significa?&Customizacin Masiva: Cmo funciona?&Customizacin Masiva: Cmo funciona?.Customizacin Masiva: Combinaciones de Estilo1 to 1, en cinco palabras ...Marketing 1 to 1Ponga sus Ideas en AccinLA OPORTUNIDAD4Tecnologa Informtica: su Valor Agregado en Ventas:El Ingreso Marginal: Producto Marginal + Cliente Marginal&Previnter: Diferenciacin de ClienteENFOQUE1 to 1 o Segmentacin?*LOS DOS FOCOS MS IMPORTANTES EN VENTASINTIMANDO CON EL CLIENTEAlgunas estrategias prcticasINTIMANDO CON EL CLIENTEAlgunas estrategias prcticasPresentacin de PowerPointPresentacin de PowerPointGCARRERA POR LOS MEJORES CLIENTES Cmo trata Usted hoy a sus clientes?CUATRO ESTRATEGIAS 1 a 1HILERA DE CLIENTES1 a 1 o Segmentacin?Presentacin de PowerPointPresentacin de PowerPoint&Primero el Producto, luego el ClientePresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPointPresentacin de PowerPoint Fuentes usadasPlantilla de diseoTtulos de diapositivaE 8@ _PID_HLINKSAxhttp://www.theodinstitute.org/_VMarcialMarcial  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~Root EntrydO)PicturesgCurrent UserSummaryInformation(TRPowerPoint Document(U6DocumentSummaryInformation8