Теми
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The course intends to exemplify breakthrough negotiation strategies in compliance with the corporate standards since 2000. Using a long-term multitasking blueprint the CSR (Customer Service Representative) follows the leading perspective of customer conversation in which selling and negotiating are the turn-taking options. As a crucial point of reference, these can activate emotional patterns of the client and bring a breakthrough sales’ perspective on a global scale in IT services.
It introduces a number of typical communicative situations, extracted from 18-year HP senior manager perspective, the lecturer will discuss, focusing on the “secrets” of Customer Service and Sales Representative sensibility to read between the lines.
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The 21st Century Sales Blueprint as a Negotiation Strategy
The lecture opens up a step-by-step way how to focus on a blueprint to negotiate and sell that has changed during the 1990s, acquiring a technology-driven shape in the 21st century IT service environments. Keeping in mind the underlying structure of a deal the blueprint covers nowadays a complex area of licensing agreements, services, co-investments, legal clauses, risk sharing, intellectual property rights, we have to be attuned too as consultants and CSR how to anticipate and get aligned with rapidly emerging process changes.
The first point of reference is how to take the negotiating-selling blueprint as a process considering all the "background factors" we are not directly responsible, using the 4-step attitude of experienced sales strategists, Brian Dietmeyer and Robert Kaplan.
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Considering Strategic Negotiation Scenarios
The IT distributed marketplace, especially since 2000, has been driven to shift from a personal relationship model to a more process-oriented and analytical one. Globally occurred changes are now driving the demand for a new approach to strategically negotiate. The enormous changes that have been experienced in a distributed business ambience and in the negotiating environment in particular, brought us to focus on the blueprint of strategic negotiation processes.
A survey (2004) conveyed by Brian Dietmeyer highlights following blueprint changes:
- 85% say negotiations have become increasingly more complex;
- 74% report having to face more professional buyers in the marketplace;
- 67% say they’re seeing increased irrational behavior among their competitors.
- 63% report that customer relationships are becoming increasingly long term rather than short term.
- 85% say that more internal negotiation is now taking place than in the past;
- 58% report seeing major consolidations on both the buyer and seller sides.
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Is 'Old School Attitude' an Update Issue, a "Sin" or a Basic Strategy?
Strategic negotiation is always a value-based behavior. Aren't 21st century values still evolving, being in a state of "digital fluidity" or too volatile; and salespeople therefore operate with the "old rules" of the Industrial Age? Are IT corporations applying "fast technologies", being not aligned with a 21st century negotiation strategy "on the beat", sticking to "old rules" of the 1970s as a "safe place", for the reason that they still work successfully?
Let's see how Brian Dietmeyer (2004, p.10) refers to American corporate issues:
"Despite numerous benefits of looking at negotiation as an analytical process, most negotiation texts and training still focus on long lists of tactics, counter-tactics, effective questions, effective responses, personality-type analyses, and the like. As a result, most individuals and organizations are essentially still operating under the “old” rules. In fact, among the salespeople we surveyed:
- 85% still use a “reactive” approach to negotiation.
- 85% with no predetermined strategy for irrational competitor behavior.
- 71% - poor internal alignment on negotiation goals or processes.
- 81% - no formal negotiation process."
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A New Compliance between Support and Sales Strategies
How a new compliance between IT services and sales strategies can function creating agile customer profiles with a predictive AI algorithm as a personal assistant service?
Let's analyse in detail actual AI trends with 4 moments highlighted by Elena Fersman (Ericsson Research Fellow in Machine Intelligence and AI) in her 2018 presentation at the Chalmers University of Technology.
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Corporate and/or Network Marketing - The Social Network in Business
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Selling and/or Friending Strategy
"Friending" strategy in sales is high targeted behavior to be used as a communication tool between colleagues, partners and clients in a distributed environment. How do we make our choice in the follow-up range of interaction with other people to "become friends"? Which channels and short signals of "friendly behavior" should be "switched on" to warm up the access to new clients or win back customers going away to another company? How is falling the choice of bein “warm and friendly” versus “tough and firm” in a distributive negotiation environment?
Is even "unfriending" on a personal Facebook page a trigger to become "better friends" in commerce? Facebook doesn’t notify someone when you un-friend them. Some people have add-on apps that tell them. You could send an email to your contacts asking them to move from your Personal Page to your Business Page. Give them the link to the Page in your email. Make it easy for them!
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Smartphones - the "First Screen" of Business Negotiations
From now on please enter the lecture at https://uws.zoom.us/j/286085587
When entering into a negotiation, business partners face many choices about how to achieve success targetting clients. Negotiation scholars advise that parties need to be clear on the economic parameters of their bargaining behavior, including their reservation price, target value, and first offer.
The second order of business, which negotiators often have more flexibility over, is the communication style that they wish to enact аиминг to achieve their desired aims. Based on data analytics we believe that being warm and ingratiating inspires their counterparts to reciprocate, making the entire interaction more congenial. For that reason "speaking" on the smartphone as a multi-device can help us reaching easily "customer intimacy" in a shared virtual space on the phone or using live chat.
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Changing Smart Scenarios via Customer Support/Sales Channels
From now on please enter the lecture at the permanent link https://uws.zoom.us/j/286085587
Please focus on various scenarios of customer support channels during the last 10 years!
If in 2012 only 18% of businesses realized the crucial role of customer satisfaction, according to the Aberdeen Group, 2019 customer experience is on the agenda of 89% of companies as following data analytics of Quadient research (as referenced by Fusion BPO Services and Vital Solutions' Director, Kishore Saraogi). His 2015 customer channel analysis is still valuable!
Therefore customer engagement becomes a multi-service tool to reduce churn. Retaining clients and turn deliberate "passengers" and fans into customers within a world of choice becomes a compass of company growth. Which are the changing emotional drivers to switch becomes a permanent question as highlighted by the Echo Managed Services
Following a Walker study customer experience will overtake price and product as the key brand differentiator by the end of 2020. Following data analysis of the Temkin Group companies which earn 1 billion US Dollars annually expect to earn an additional 700 million US Dollars within 3 years on average, if increasingly investing in customer experience.
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Business Chat - the 21st Century Tool to Communicate
Is the 'business chat' about to settle as the "king" of omnichannel communication since the coming up of the Net Generation?
Let's find out why mobile marketers are so excited about RCS message marketing. RCS ( = Rich Communication Services) is a mobile messaging protocol that is built right into the native Android Messages chat app. RCS is going to allow mobile marketers and businesses to do things that were never able to be done through the older generation SMS or even MMS marketing to reach clients.
Let's check out the interactive IoS chat functionalities which have become a standard since 2017 and analyse the whole new line of opportunities popping up when you arrive at the airport?
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AI - automatizing Rich Communication Services ?
Do AI algorithms "substitute" or "enrich" the wide range of Rich Coomunication Services in Business. When the Google algorithms "realize" where one arrives and "suggest" a new Sushi restaurant around the corner are they "pushing away" the business chat?
Google algorithms can monitor searches for catching various diseases and symptoms of food poisoning in real time aiming to warn you about unsafe restaurants. The algorithm can flag restaurants with food safety issues nearly in real time. It classifies searches that contain terms like 'stomach cramps' or 'diarrhea,' then pairs it with aggregated location history data from users who opt to provide it. Researchers found the algorithm was more effective at identifying unsafe restaurants than customer complaints or traditional health inspections.
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Big Data Analytics and Artificial Intelligence - the New Drivers of Business Environment
Robotics, AI and machine learning have triggered social, political and business effects, by disrupting modern industriy branches and displacing jobs. A research paper published in 2017 estimated that 47% of all US jobs are at “high risk” of being automated in the next 20 years. Does that mean technology will be a net job destroyer?
The after-effect of social revolutions has brought an increasing productivity and resulted in net job creation. Of course, the nature of work has constantly evolved over time; some tasks have been delegated to technology while new tasks have emerged. It is still unclear what tasks AI will create, but current trends predict some jobs are reasonably “safe” in the short term, particularly those requiring:
- Extensive human contact
- Social skills
- Strategic and creative thinking
- Being comfortable with ambiguity and unpredictability.
It is common to view new technologies as competitors rather than complementary to humans, especially amidst growing fear that AI threatens our employment. The reality is that machines are better than us at crunching numbers, memorizing, predicting, and executing precise moves; robots relieve us of tedious, dangerous and physically demanding tasks. A study has even shown that computer-based personality judgements are far superior to those of humans. Based on “Facebook likes,” a computer-based prediction tool was able to beat a human colleague after just 10 likes. It needed 70 likes to beat a friend or roommate, 150 to beat a family member, and 300 to beat a spouse. But AI cannot replace humans when creativity, perception and abstract thinking are required. Hence, AI systems can serve as partners that can augment and improve many aspects of work and life.
Examples of products and AI-related technologies as well as their relevant industry places can be listed in a data-centric world. On trend will be that hybrid systems can synthesize huge data and that way help us make better-informed decisions.
In this context is suggested that introduction of Universal Basic Income will be often required as a balanced way to redistribute benefits.
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IBM Cognos Consumer Insights - Sentiment Analysis, Affinity Relationships and Evolving Touchpoints
IBM Cognos® Consumer Insight enables marketing professionals to be more precise, agile and responsive to customer demands and opinions expressed through social media, by dynamically listening, measuring and analyzing large volumes of publicly available content on the Internet. Cognos Consumer Insight is a good solution to leverage a broader business analytics environment by seamlessly connecting sophisticated packaged reporting and analysis to IBM Cognos Business Intelligence.
But how do we extract meaningful patterns in IT services?
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Predictive Methods and Smart Solutions as a Strategic Tool in the 21st Century
Predictive analytics is the use of advanced analytic techniques that leverage historical data to uncover real-time insights and to predict future events. The use of predictive analytics is a key milestone on your analytics journey — a point of confluence where classical statistical analysis meets the new world of artificial intelligence (AI). Predictive analytics can help you transform the way your business operates. But how do you know when it’s the right time to adopt these practices?
The model is to be applied to current data to predict what would be the next course of action or suggestion for the outcomes in business environment..
There are various algorithms available in the categories of data mining, machine learning and statistics when you assemble your predictive analysis model. As you explore the data it becomes easier to take further decision.
Today’s unprecedented convergence of intuitive tools, new predictive techniques and hybrid cloud deployment models makes predictive analytics and modeling more accessible than ever before. For the first time, organizations of all sizes can have the tools to embed predictive analytics into their business processes and to harness AI at scale. Enterprises now have the power to extract value from previously unexplored 'dark data'— including everything from raw text to geolocational information.
If your organization can evolve from departmental, small-group AI projects towards an enterprise data science platform, you stand to gain significant competitive advantage. Those who don’t seize the opportunity risk to fall behind their competitors. IBM Cloud Pak® for Data is a fully-integrated data and AI platform that modernizes how businesses collect, organize and analyze data to infuse AI throughout their organizations. Cloud-native by design, the platform unifies market-leading services spanning the entire analytics lifecycle. From data management, DataOps, governance, business analytics and automated AI, IBM Cloud Pak for Data helps eliminate the need for costly, and often competing, point solutions while providing the information architecture you need to implement AI successfully.
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Predictive Models - Advantages and Weak Points
Linear models: It is a very widely used statistical algorithm to build a relationship model between two variables. One variable is called predictor variable whose value is gathered through experiments, while the other variable is called response variable whose value is derived from the predictor variable.
Decision trees (also known as Classification and Regression Trees or CART): It is a graph used to represent possibilities and their outcome in the form of a tree. The nodes in the graph represent an event or choice and the edges of the graph represent the decision rules or conditions.
Support vector machines (SVMs) in machine learning: The support vector machine searches the closest points and is known as “support vectors”. The designation is a result of the actual fact that points are like vectors which the simplest line “depends on” or is “supported by” the nearest points.
Naive Bayes: A machine learning algorithm mostly used for classification problems. It is based on Bayes’ probability theorem or alternatively known as Bayes’ rule or Bayes’ law. It is used for text classification which involves high dimensional training data sets. It is a simple algorithm and known for its effectiveness to quickly build models and make predictions by using this algorithm. Naive Bayes algorithm is primarily considered for solving text classification problem. Hence, it is recommended to learn the algorithm thoroughly.
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Smart Environments as a Business Vehicle (From Smart Homes to Smart Cities)
By 2050 nearly 70% of the population will live in an urban environment which covers only 2% of the global surfaces of every country. How could we create a new smart infrastructure to facilitate urban transformation processes?
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