We've all heard the old saying "You need to walk the talk." Well, it's true. When it comes to the leaders supporting the CRM vision, behaviors must reflect the importance placed on relationships. If you are looking for commitment from your people, nothing speaks louder than your actions. Reflect upon the following questions, and use these as discussion items within the CRM leadership team:
1. What are our values as a leadership team in terms of how we develop and maintain relationships with our customers and employees?
2. How do our values translate into behaviors and actions? What does the leadership team need to model?
3. How will we prioritize business decisions based on these values?
4. Are we willing to be held accountable to our customers and to our employees regarding our display of these values? How will this accountability manifest?
5. Are we willing to admit that we make mistakes? Are we open to receiving feedback from customers and employees regarding our behavior and our actions in the building and sustaining of relationships?
Here's an example of a company that I believe takes the list above to heart.
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