POSSIBLERS December News Letter

POSSIBLERS
E-Magazine
Edition: Dec 2020

Customer Relationship Management
Suresh Mohan Semwal
Page No. 1

Rays of Positivity in Challenging Time
Tapas Dasmohapatra
Page No. 2

Kyun Rakhen Aapko? Why do I keep you?
Sandip Grover
Page No. 4

Old Ways Don't Open New Doors
Jas K. Bhatia
Page No.5

Social Media Presence
Page No. 7

www.possiblers.com

Customer
Relationship
Managemen-tSuresh Mohan Semwal

- Suresh Mohan Semwal

We all have heard Customer is the king, customer is the boss, but do we all understand who is
a customer? People generally believe that someone who uses or consumes our product or
services is a customer.

Though, I agree partially with this definition but we must acknowledge that anyone who
brings profit to the business is a customer. If someone uses my services and never pays is not
my customer. Keeping this in mind I need to understand that my team members are also my
internal customers. Their behavior and attitude also impacts on my business profitability.
Similarly, there can be a situation where some companies have competitors on payroll.
Competitor is someone who takes away your business expansion and profitability.

Relationship is an emotional connect else it's a contract. Treating other as equal, important
and with empathy is a sign of relationship. Management as we all know is about optimum
utilization of resources. Therefore CRM is all about doing our best to create profitable
customer experience which leads to
business expansion and customer delight.

How to do it? We need to focus on many areas:
1. Product/Service quality
2. People quality
3. Process Orientation
4. Marketing Strategy
5. Use of Social Media

Customer Retention can be done by building: Brand, Service & Communication

Hope is never a strategy and companies need to come out of their comfort zone and ask
themselves tough questions related to customer delight. I would like to recommend the
following questions that we must ask ourselves to remain ahead of competition:

1. What problem do my product/service solve?
2. How do we solve better than others?
3. What guarantee can we provide?
4. How easy is for customers to continue doing business with us?
5. How soon the queries are answered?
6. What is our customer complaints resolution strategy and mechanism?
7. How frequently do we appear in our prospects or customers mind?
8. What extra can I provide?
9. Do we know the need, want, expectation and requirement of our customers?

1 If we ask the above sensible questions we can definitely find intelligent answers to retain our
customers and keep our business profitable.

Rays of Positivity in
Challenging Time - Suresh Mohan Semwal

- Tapas Dasmohapatra

Once you apply the psychological first aid in your daily life you will find
yourself not being scared of tough times. You will feel a sense of vitality and
positivity in life. However everyday stress will be part of our life. We cannot
escape it. We must learn how to deal with every day stress effectively. We
must aim at decreasing the adverse effect stress has on our daily life. By
adopting a few strategies and thought modifications we can significantly
increase our happiness.

Managing everyday stress has never been easy for us. Trying to remain calm
amidst chaos has always been a struggle. Spilling over our stress unto others
has become a usual habit for many at work and even at family.

In addition to all these usual stress now comes the pandemic covid 19. So, all
of a sudden almost everything has become challenging for us. Yes, it hit us
unprepared like any pandemic in the past did. When we are unprepared and
get hit with such massive disruption we are simply taken aback.

Some simply freeze, some fight and some want to flee. These are nothing but
basic human survival strategies. Managing work pressure, dealing with
uncertainty, fear of job loss, handling cranky children, reassuring old parents
and many more. It is true that we all have been struggling. Some are hopeful
and they are positive. Some are into panic and they are stressed. Anxiety,
depression, eating disorders, marital conflicts have gone significantly up in
last few weeks.

How not to go crazy in lock down time with three R’s?

Here are the three R’s we can practice during this challenging times. It is not
that we do not know these strategies. Yet in stressful times we often are not in
our best mood. When we are not in our best mood we do not behave the way
we should. When we are not in our best self we say and do certain things that
we should not be saying. After doing something wrong or saying something
stupid in stressful times we again get into guilt and that creates further stress.

2

Rays of Positivity in
Challenging Time - Suresh Mohan Semwal

- Tapas Dasmohapatra

So, I these challenging stressful times we need constant reminders on important
things. We need to remind ourselves everyday on certain tasks and aim at
completing it by the end of the day. Simply completing a task increases our
happiness level and decrease our stress hormone. So these three R’s have to be
an everyday task for us till we get habituated to it. Once it becomes part of our
life as habits we find that suddenly things start looking better.

Reject The Rumour: Rumours are like fuel for the anxious mind. Disturbing
thoughts are like fire & burning our happiness. Then these rumours become fuel
& increase the intensity. Rumours keep the fire of disturbance alive in our mind.

We feel tense, blood pressure goes up and we feel fearful and helpless. What to
do? Always read or watch a reliable source of news. Check the authenticity. Check
the facts. Do not believe what you see and hear irrespective of the source. So
reject the rumour by checking the fact and keeping the feeling aside for a while.

Recharge mind & body: Make sure you sleep for at least eight hours. Some
sleep for four and some six and some ten. No matter how many hours you sleep;
ensure that it is sound and deep. How to know that? A simple test is asking
yourself in the morning; Am I feeling recharged and fresh? If not then sleep did
not produce the desired result for you. So sleep well and rest more.

Reassure: As almost everyone in our family is anxious about future; you must
aim to reassure and keep the hope alive. Hope is the best medicine for getting rid
of anxiety and depression. How to reassure? Keep talking to your near & dear
ones. Listen sincerely and understand their fear and apprehensions. Then
reassure them with showing the rays of positivity. Keep their hope alive.

Practice these three R’s daily and make a positive difference in your and others
life. I remember Kirsten Zambucka “Though I might travel afar, I will meet only
what I carry with me, for every man is a mirror. We see only ourselves reflected
in those around us. Their attitudes and actions are only a reflection of our own.
The whole world and its condition has its counter parts within us all. Turn the
gaze inward. Correct yourself and your world will change.”

3 Earlier Published in "The Desert Trail" Newspaper

KYUN RAKHEN AAPKO?
WHY DO I KEEP YOU-?Suresh Mohan Semwal

- Sandip Grover

Contrary to some of my HR friend’s expectations, this is not an acronym for KRA (Key Results
Area) but this is a question that some of the CEOs might have for their HR people. Hopefully
none of you are in that list. HR has definitely come a long way in the last two decades. But is
that enough? Do we need to be complacent about our achievements? Is that enough to ensure
we get the same treatment that our CFOs & CMOs are getting? Can we showcase something to
our CEOs to prove we are adding directly to the bottom-line?

Something !!! Directly to bottom line !!!

Dave Ulrich says – “HR departments are increasingly expected to operate as a business within
a business rather than as a disconnected & isolated set of HR practices”. He adds, “The
emerging vision of an HR department, simply stated, is to create value for key stakeholders”.
But how to do it? How can HR that’s long been existing as a service function can even think of
becoming a profit centre?

It’s extremely difficult but not impossible. Let me try to explain. Let’s start with Talent
Acquisition. A survey conducted by LinkedIn, reveals that if the experience of the candidate
who comes to your office premises for interview is poor or moderate as compared to a Good or
an excellent experience – the cost per hire is expected to be $125 per hire as compared to $62
per hire. Simple reason being that a bad experienced candidate is more likely to spoil your
reputation in the market & it is quite likely that better candidates will not be attracted
towards your employer brand.

Cost of bad hire is usually estimated to be at least 6 months CTC over a period of 3 months.
Through an effective interviewing technique coupled with a robust reference/antecedent
verification mechanism we can definitely reduce this cost drastically. ROI on Training – you
will fret who is gonna do it. How many companies are able to calculate? How to do it – Donald
Kirkpatrick? Why to get into this territory & soil our hands. How to measure behavioural
training’s before & after impact on bottom-line?

The answers are available & you will find solutions en-route provided we are willing to tread
that path – a path that has been less travelled. I recently concluded a project to evaluate ROI.
The journey was so tedious that many a times the project owners told me to conclude either
which ways by whatever means. However we continued with increased efforts from both sides
& eventually achieved the results. The outcome was not much of a relevance because the
assumptions were too many – but in the course of treading that path, we came out a beautiful
model to make sure next year, we do not go through this grind & all the before and after
evaluation are thought through with specific formats, BARS and above all a meaningful TNI.

Once you have enough Determination, Dedication & Devotion – the Delivery would happen…

4 Even if you do not reach your destination – I am sure you will get the answer for that question
– Kyun Raken Aapko ?

Old Ways
Don't Open
New Doors- Suresh Mohan Semwal

- Jas K. Bhatia

“I am stuck.”- I heard Jeenu say the fourth time. I asked her,
“what keeps you in one place?”
She responded, “I don’t know!” I asked, “what ways have you
tried in order to move...” And she said, “I have tried lifting
my feet at least a hundred times!”
If one feels stuck, “trying” lifting the foot does not help!
Changing strategy and approach does...
Doing the same thing over and over again does not lead to a
different result. Altered paths require a different direction.
Take a different step to get the desired result.

5

6

Social Media Presence

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