Feb 27, 2019Solving the motivation problem requires a daring shift in perspective, away from rewards and punishments, and toward an integrative, people-
The motive of CRM is to resolve any issue faced by the customers or consumers and provide the best possible solution.
Design For Competence
Let’s be clear, CRM users don’t need more challenge to feel competence.
CRM system are complex monstrosities of awesome potential, with more bells and whistles than the average user can ever imagine, offering plenty of opportunities to grow one’s competence in their use.
Salesforce CRM hosts over 500 hours’ worth of training material on basic funct.
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How do you build a good relationship with customers?
Strive to greet every customer with an enthusiastic attitude and respect.
You can learn more about them so you can meet their expectations for the service or product you're offering.
By starting relationships with customers with respect, people may feel more willing to conduct business with you.
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Measure What Matters
OKRs are constructed bottom-up.
That is, our people make them, and leadership affirms and enables them.
The imperative in setting OKRs in CRM is actively listeningto the CRM team.
Find out what really matters to them and measure it.
Listen carefully, because the agents’ concern might not be the next sale or service call; if it’s not, then it’s espe.
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Recognize Achievement
Perhaps the most important part of the CFR model for inspiring competence is positive feedback (tied to performance on objectives).
One of the earliest research findings with SDT has been that feelings of competence are enhanced by positive feedback (Fisher, 1978).
Later, an analysis of 128 studies further showed positive feedback is intrinsically .
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Stretch Wings
In SDT, people are recognized to have capacity for growth, and competence is partly the perception of that growing.
Our people need to experience increasing mastery under perceived challenge in order to grow and feel competence.
CRM leaders must let those growth opportunities occur.
In CRM, that might look like assigning more accountability and res.
