ORGANIZATIONAL INTERVENTION PROCESS

Organizational Intervention Process

Organizational Intervention Process

In order to create the coaching process a success? leadership coaches are required to undergo clinical training to prepare for psychological concerns that can be encountered during leadership coaching process. In addition? a clinical perspective to organizational intervention is included. There is also mention about the similarities and differences among leadership coaching and psychotherapy.

Organizations are now desperately trying to figure out ways to manage customer relationship effectively? not only to acquire new customers but to retain their existing ones. According to a Harvard Business Review study by Reicheld & Susser? some organizations can boost profits by almost 100 % by retaining just 5 % of more of their customers (Solomon & Flores 2003). The idea is to have the same information available to all in the organization so customers don't go by hoops to get their needs met. Most customers leave in spite of annoying to give details their concern or issue over and over to a diverse organization representative. CRM entails that everyone in the organization is paying attention on the customer.

Any project to introduce or enhance CRM can be seen as a modification of? or intervention in? the mode of working of the organisation1. Implementing the CRM products and becoming customer centric by their integration and usage? are complex and strategic efforts that must touch every aspect of the organisation. CRM projects require careful planning and meticulous execution; the stages of the change process are as follows: the organisation determines why change is needed? sets expectations about possible outcomes and gains commitment to the intervention (Kets de Vries 2000).

An understanding is reached about the organisational and business context within which the intervention is to occur.

Implementing a CRM strategy requires also qualified professional person and leading- edge technology. It is critical to hire professional person who are then extensively trained on dealing with customers in a professional manner. They must also be acquainted with how to employ the technology. Finally technology must include at least the following. Business rules are needed to ensure that any transaction with the customer is processed in an efficient manner.

Managing relationships with the customers depends on customer information? which is normally in numerous disparate databases. Consolidating the relevant information in one place and making sure that the information interrelates is not an easy task. Once done however? data warehousing augments a organization's revenue possible and customer services. For example? a organization can segment the types of customer it has in the data warehouse and launch a marketing campaign geared toward specific types of customers.

The most important use of the web from the CRM perspective is self- service? so customers can create inquires about their accounts any time from any where.

Interactive Voice Response (IVR): an IVR system is required for customers to do self- service inquires via the phone instead of the web.

Reporting: it presents the information loaded into the data warehouse in order for managers and analysts to view and analyze ...