social enterprise learning toolkit (customer relations module)
DESCRIPTION
This presentation features the Customer Relations Module of the Social Enterprise Learning Toolkit developed by Enterprising Non-Profits. The Toolkit offers a number of different learning modules and can be found on the enp website at www.enterprisingnonprofits.caTRANSCRIPT
Customer Relations Module #6
1Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
Sales and customers are the core of your business venture.
Blended value drives your success!
2Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
You have to: Reach the customer! Serve the customer need! Maintain the customers! “Spend it to make it!”
3Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
Who is your customer? What do they want? Why do they want it?
4Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
Understand why they have chosen to do business with you in the first place
You have to look at the whole customer experience to get them to continue as your customer◦ Deliver Value … Every Day◦ Act Promptly to fix problems◦ Review Service from the customer perspective◦ Never forget your Competition
5Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
“Customer is Always Right” “It takes 10 positive responses to outweigh 1 negative response”
“Service with a smile” (even over the phone!)
Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business Operations ■ Customer Relations ■ Marketing ■ Risk Analysis 6
Target Customer◦ Market Segmentation
Analysis◦ Who is going to buy? Who is buying?
Selling Strategy◦ Advertising and Resources
Competition◦ Who else is out there?
7Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
Direct or Retail Selling Wholesale Sales or Distribution Online Sales A Mix
8Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
Fundraising Sales
Grants and Clients come to you
Social Need Potential Funders Amount of Ask Amount Received Reporting Clients Served Overhead Allocation
You have to go to the customer
Competition Market Demand Customers Pricing Sales Revenue Communications Overhead Expenses Income / Profits
9Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
From a customer’s perspective, review and evaluate:◦ Quality of Product◦ Competitive Pricing◦ Service & Experience Level / Convenience◦ Social Value◦ Other tangibles◦ Other intangibles
“We sell ________”
10Governance ■ Leadership ■ Blended Value Design ■ Products & Markets ■ Business
Operations ■ Customer Relations ■ Marketing ■ Risk Analysis
11
Social enterprises are businesses operated by non-profits with the dual purpose of generating income by selling a product or service in the marketplace and creating a social, environmental or cultural value.
Enterprising Non-Profits (enp) is a unique, collaborative program that promotes and supports social enterprise development and growth as a means
to build strong non-profits and healthier communities. The program is supported by the following funding organizations:
For more information on enp and different modules in the Social Enterprise Learning Toolkit please check out www.enterprisingnonprofits.ca