{"id":224,"date":"2020-12-27T12:29:16","date_gmt":"2020-12-27T11:29:16","guid":{"rendered":"https:\/\/www.akademialektorov.sk\/?p=224"},"modified":"2022-12-21T23:12:07","modified_gmt":"2022-12-21T22:12:07","slug":"co-je-to-crm-a-preco-by-ste-mu-mali-venovat-pozornost","status":"publish","type":"post","link":"https:\/\/akademialektorov.sk\/index.php\/2020\/12\/27\/co-je-to-crm-a-preco-by-ste-mu-mali-venovat-pozornost\/","title":{"rendered":"\u010co je to CRM a pre\u010do by si ho mala ma\u0165"},"content":{"rendered":"\n

M\u00e1\u0161 ob\u013e\u00faben\u00e9 podniky, do ktor\u00fdch sa rada vracia\u0161? Objedn\u00e1va\u0161 si\u00a0produkty opakovane\u00a0z t\u00fdch ist\u00fdch e-shopov? Kupuje\u0161 si st\u00e1le\u00a0rovnak\u00fa zna\u010dku top\u00e1nok?\u00a0Ver\u00edm, \u017ee trad\u00edcia a spokojnos\u0165 s\u00fa ingrediencie vern\u00e9ho z\u00e1kazn\u00edka.\u00a0Ak je Tvoj \u0161tudent\u00a0spokojn\u00fd s Tvojimi slu\u017ebami a pr\u00edstupom, m\u00f4\u017ee\u0161 s n\u00edm spolupracova\u0165 aj\u00a0nieko\u013eko rokov. Tak\u00e1to spolupr\u00e1ca b\u00fdva nielen pracovn\u00e1, ale prerast\u00e1 aj do osobnej roviny, preto\u017ee si vytv\u00e1rate neform\u00e1lny,\u00a0kamar\u00e1tsky vz\u0165ah, \u010do je pri lekci\u00e1ch jazykov v\u00edtan\u00fdm bonusom. Osobne m\u00e1m pr\u00e1ve tak\u00e9to spolupr\u00e1ce najrad\u0161ej.\u00a0Customer Relationship Management\u00a0<\/strong>sa d\u00e1 prelo\u017ei\u0165 ako riadenie vz\u0165ahov so z\u00e1kazn\u00edkmi. Vo firm\u00e1ch, ktor\u00e9 pochopili, o \u010dom je \u00faspe\u0161n\u00fd biznis,\u00a0nie je CRM-ko\u00a0\u017eiadnou novinkou. Existuje kopa CRM n\u00e1strojov, ale pod\u013ea m\u0148a ove\u013ea d\u00f4le\u017eitej\u0161ie, ako n\u00e1stroje, je vn\u00edmanie podstaty vz\u0165ahu so z\u00e1kazn\u00edkmi a customer care<\/strong>. Ak \u0164a t\u00e1to t\u00e9ma zauj\u00edma, n\u00e1jde\u0161 ve\u013ea publik\u00e1ci\u00ed, ktor\u00e9 sa jej venuj\u00fa. Tento \u010dl\u00e1nok v\u0161ak venujem t\u00e9me CRM-ka v oblasti individu\u00e1lneho\u00a0vzdel\u00e1vania\u00a0a tomu,\u00a0ako t\u00fato t\u00e9mu vn\u00edmam ja pri pr\u00e1ci lektorky \u0161paniel\u010diny.<\/a><\/strong><\/p>\n\n\n\n

<\/div>\n\n\n\n


Pre\u010do si vies\u0165 systematick\u00e9 CRM?<\/strong><\/p>\n\n\n\n

My, jazykov\u00fd lektori, by sme mali by\u0165 kreat\u00edvni ako umelci a z\u00e1rove\u0148 poctiv\u00ed remeseln\u00edci so zmyslom pre detail.\u00a0Preto\u017ee ak chce\u0161 by\u0165 dobr\u00e1 lektorka, mus\u00ed\u0161 svojich z\u00e1kazn\u00edkov pozorne\u00a0po\u010d\u00fava\u0165. \u017diaden z nich nechce a nebude\u00a0str\u00e1ca\u0165 \u010das neefekt\u00edvnymi, ni\u010d neprin\u00e1\u0161aj\u00facimi lekciami.\u00a0Pr\u00e1ve Tvoj\u00a0poctiv\u00fd pr\u00edstup bude z\u00e1rukou toho, \u017ee Tvoji klienti dostan\u00fa tie najkvalitnej\u0161ie slu\u017eby.\u00a0Ale ak m\u00e1\u0161 klientov viac, Tvoja hlava m\u00f4\u017ee by\u0165 ako bal\u00f3n. Nie je mo\u017en\u00e9 udr\u017ea\u0165 si v\u0161etky inform\u00e1cie v hlave a\u00a0preto je\u00a0fajn vies\u0165 si ur\u010dit\u00fa evidenciu \u010di agendu. A je jedno, \u010di si ju vedie\u0161 ako h\u00e1rky v Exceli, google docs alebo v papierovom notese. Formu nech\u00e1m na Teba, hlavne v\u0161ak nejak\u00fa maj. Pr\u00e1ve t\u00e1to evidencia a zmysel pre detail\u00a0Ti z dlhodob\u00e9ho h\u013eadiska u\u0161etr\u00ed ve\u013ea \u010dasu, zefekt\u00edvni a skvalitn\u00ed procesy\u00a0a urob\u00ed z Teba skvel\u00fa lektorku.<\/p>\n\n\n\n

<\/div>\n\n\n\n

\u010co sem zaradi\u0165?<\/strong><\/p>\n\n\n\n

Sk\u00fas si teraz sama definova\u0165, \u010do je pre Teba d\u00f4le\u017eit\u00e9 vo vz\u0165ahu s klientami. U m\u0148a medzi vstupn\u00e9 d\u00e1ta, ktor\u00e9 si vyp\u013a\u0148am na za\u010diatku spolupr\u00e1ce,\u00a0patria z\u00e1kladn\u00e9 inform\u00e1cie o \u0161tudentovi a jeho o\u010dak\u00e1vaniach, dohodnut\u00e1 cena za slu\u017eby, frekvencia lekci\u00ed, term\u00edny. Po prvom stretnut\u00ed ka\u017ed\u00e9mu klientovi\u00a0vytvor\u00edm personalizovan\u00fd\u00a0r\u00e1mcov\u00fd pl\u00e1n lekci\u00ed. Do CRM prie\u010dinku, ktor\u00fd m\u00e1m st\u00e1le po ruke,\u00a0si zapisujem\u00a0konkr\u00e9tny pl\u00e1n na ka\u017ed\u00fa\u00a0lekciu, info o dom\u00e1cich \u00faloh\u00e1ch, o \u0161tudentovom progrese\u00a0a podobne.\u00a0<\/p>\n\n\n\n

<\/div>\n\n\n\n

Mal\u00e9 detaily s ve\u013ek\u00fdm efektom<\/strong><\/p>\n\n\n\n

Nezab\u00fadam si zaznamen\u00e1va\u0165 aj drobn\u00e9 detaily, ktor\u00e9 mi o sebe klienti\u00a0prezradia.\u00a0M\u00f4\u017eu to by\u0165 drobnosti ako to, ak\u00fa \u010dokol\u00e1du maj\u00fa najrad\u0161ej, alebo detail z ich \u017eivota, pl\u00e1ny, \u010do ich \u010dak\u00e1, a na nasleduj\u00facich stretnutiach m\u00f4\u017eem nadviaza\u0165 na t\u00e9mu, o ktorej rozpr\u00e1vali, \u010di pripravi\u0165 \u0161pecifick\u00e9 materi\u00e1ly k danej t\u00e9me. Tvoja hlava by mala st\u00e1le pracova\u0165, vyhodnocova\u0165 a by\u0165 otvoren\u00e1 ad hoc n\u00e1padom. Tvoji klienti bud\u00fa milo pote\u0161en\u00ed, \u017ee si si zapam\u00e4tala to, \u010do je pre nich d\u00f4le\u017eit\u00e9 a pom\u00f4\u017ee to nadviaza\u0165 d\u00f4vernej\u0161\u00ed vz\u0165ah.\u00a0Ak Tvojho klienta \u010dak\u00e1 napr\u00edklad d\u00f4le\u017eit\u00e1 prezent\u00e1cia v pr\u00e1ci \u010di rodinn\u00e1 oslava, nezabudni sa ho na najbli\u017e\u0161ej lekcii sp\u00fdta\u0165, ako to dopadlo.\u00a0A ak Ti napr\u00edklad \u0161tudent spomenie niektor\u00fa zo svojich oblast\u00ed z\u00e1ujmu, m\u00f4\u017ee\u0161 na \u0148u pripravi\u0165 \u0161peci\u00e1lne\u00a0materi\u00e1ly, n\u00e1js\u0165 zauj\u00edmav\u00e9 video prisp\u00f4soben\u00e9 jeho \u00farovni, \u010dl\u00e1nok\u00a0a podobne. Je to pre Teba ako lektorku\u00a0zd\u013ahavej\u0161ie a\u00a0n\u00e1ro\u010dnej\u0161ie, ako \u00eds\u0165 len pod\u013ea u\u010debnice? \u00c1no.\u00a0Ver\u00edm v\u0161ak, \u017ee tieto drobn\u00e9 detaily maj\u00fa ve\u013ek\u00fd efekt z dlhodob\u00e9ho h\u013eadiska.\u00a0<\/p>\n\n\n\n

<\/div>\n\n\n\n

Feedbacky<\/strong><\/p>\n\n\n\n

S\u00fa\u010das\u0165ou mana\u017ementu vz\u0165ahu so z\u00e1kazn\u00edkmi \ud83d\ude42 je aj meranie spokojnosti Tvojich \u0161tudentov. Malo by to by\u0165 automatick\u00e9, a ak to e\u0161te nerob\u00ed\u0161,\u00a0pros\u00edm, dbaj na to, aby si si odteraz naozaj\u00a0pravidelne p\u00fdtala od svojich \u0161tudentov sp\u00e4tn\u00fa v\u00e4zbu na svoju pr\u00e1cu. Sp\u00e4tn\u00e1 v\u00e4zba by mala by\u0165 priebe\u017en\u00e1 a pravideln\u00e1. To znamen\u00e1: nielen na konci spolupr\u00e1ce, ke\u010f chce\u0161 referenciu, ale z\u00e1rove\u0148 neotravova\u0165 dotazn\u00edkmi po ka\u017edej hodine. Ja si mysl\u00edm, \u017ee v\u00e4\u010d\u0161\u00ed\u00a0p\u00edsomn\u00fd feedback\u00a0by si si od \u0161tudenta nemala p\u00fdta\u0165 sk\u00f4r ako po 2 mesiacoch spolupr\u00e1ce. Je to \u010das, za ktor\u00fd m\u00e1 \u0161tudent u\u017e riadne\u00a0vysk\u00fa\u0161an\u00fd Tvoj syst\u00e9m lekci\u00ed, robili ste r\u00f4zne typy aktiv\u00edt a mal by na sebe u\u017e vidie\u0165 pokrok.\u00a0Jednoduch\u00e9 interakt\u00edvne dotazn\u00edky vie\u0161 vytvori\u0165\u00a0napr\u00edklad cez GoogleForms, Typeform \u010di in\u00fa, alebo si sp\u00e4tn\u00fa v\u00e4zbu vyp\u00fdtaj pokojne aj vo forme papierov\u00e9ho dotazn\u00edka, ak sa Tvoj klient nekamar\u00e1ti s po\u010d\u00edta\u010dom a nem\u00e1te lekcie osobne.\u00a0<\/p>\n\n\n\n

<\/div>\n\n\n\n

Ako? Kde?<\/strong><\/p>\n\n\n\n

CRM s\u00fabor m\u00f4\u017ee ma\u0165 ak\u00fako\u013evek formu, z\u00e1le\u017e\u00ed len na Tebe.\u00a0M\u00f4\u017ee\u0161 si ho vies\u0165 fyzicky v notese, napr\u00edklad tak, \u017ee si\u00a0vytvor\u00ed\u0161 zlo\u017eku pre ka\u017ed\u00e9ho klienta v karisbloku. To som robila ja na za\u010diatku. Ove\u013ea praktickej\u0161ie v\u0161ak pova\u017eujem online CRMko vo forme, ktor\u00e1 Ti vyhovuje a je pre Teba jednoduch\u00e1 na pou\u017e\u00edvanie: napr. Excel, Evernote, Google docs. Sama vie\u0161 najlep\u0161ie. V ka\u017edom pr\u00edpade by mal ma\u0165 ka\u017ed\u00fd \u0161tudent svoju vlastn\u00fa zlo\u017eku, ktor\u00fa si m\u00f4\u017ee\u0161 \u010falej\u00a0zaradi\u0165 do pr\u00edslu\u0161nej\u00a0kateg\u00f3rie\u00a0\u010di podkateg\u00f3rie klientov (biznis, dvojice, hobby \u0161tudenti, cestovatelia,\u00a0skupiny,\u2026). V\u010faka tomu sa vo svojom CRM-ku bude\u0161 vedie\u0165 \u013eahko zorientova\u0165, jedno sa m\u00f4\u017ee prel\u00edna\u0165 s druh\u00fdm. \u010co sa Ti osved\u010dilo pri jednom type klienta, m\u00f4\u017ee\u0161 vyu\u017ei\u0165 aj pri \u010fal\u0161\u00edch, a naopak, eliminova\u0165 veci, ktor\u00e9 nepriniesli o\u010dak\u00e1van\u00fd efekt.<\/p>\n","protected":false},"excerpt":{"rendered":"

Udr\u017ea\u0165 si v\u0161etky inform\u00e1cie o \u0161tudentoch v hlave \u010di kde-tu v pozn\u00e1mkov\u00fdch blokoch m\u00f4\u017ee by\u0165 chaotick\u00e9 a\u00a0preto je\u00a0fajn vies\u0165 si ur\u010dit\u00fa evidenciu \u010di agendu. Pr\u00e1ve evidencia a zmysel pre detail\u00a0Ti z dlhodob\u00e9ho h\u013eadiska u\u0161etr\u00ed ve\u013ea \u010dasu, zefekt\u00edvni a skvalitn\u00ed procesy\u00a0a urob\u00ed z Teba skvel\u00fa lektorku.<\/p>\n","protected":false},"author":1,"featured_media":225,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-224","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nezaradene"],"yoast_head":"\n\u010co je to CRM a pre\u010do by si ho mala ma\u0165 - Akad\u00e9mia lektorov<\/title>\n<meta name=\"description\" content=\"Udr\u017ea\u0165 si v\u0161etky inform\u00e1cie o \u0161tudentoch v hlave \u010di kde-tu v pozn\u00e1mkov\u00fdch blokoch m\u00f4\u017ee by\u0165 chaotick\u00e9 a\u00a0preto je\u00a0fajn vies\u0165 si ur\u010dit\u00fa evidenciu \u010di agendu. Pr\u00e1ve evidencia a zmysel pre detail\u00a0Ti z dlhodob\u00e9ho h\u013eadiska u\u0161etr\u00ed ve\u013ea \u010dasu, zefekt\u00edvni a skvalitn\u00ed procesy\u00a0a urob\u00ed z Teba skvel\u00fa lektorku.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/akademialektorov.sk\/index.php\/2020\/12\/27\/co-je-to-crm-a-preco-by-ste-mu-mali-venovat-pozornost\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u010co je to CRM a pre\u010do by si ho mala ma\u0165 - Akad\u00e9mia lektorov\" \/>\n<meta property=\"og:description\" content=\"Udr\u017ea\u0165 si v\u0161etky inform\u00e1cie o \u0161tudentoch v hlave \u010di kde-tu v pozn\u00e1mkov\u00fdch blokoch m\u00f4\u017ee by\u0165 chaotick\u00e9 a\u00a0preto je\u00a0fajn vies\u0165 si ur\u010dit\u00fa evidenciu \u010di agendu. 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