I attended this excellent talk by Ziv Peled, organised as part of GGR Operator Excellence Webinar Series. The talk was about Relationship Framework. How Ziv and his team operate in his organisation using this framework. There were some great points discussed during the meeting. What particularly impressed me is the fact that they follow this principle across the CS teams, and quite successfully at that. This prompted me to write about some reading I had done previously on the topic.
The talk reminded me of an interesting Key Note address during our global sales meeting, by David Nour. This was many years ago, while I was starting with Skillsoft, in 2012. David Nour is the author of Relationship Economics. He talks about how we need to be a Relationship Investor and take time to invest in, and nurture relationships, akin to investing in a financial portfolio. Yesterday’s session reminded me of the book and now, I want to re-read the book. I found another well written piece by the author while reading up on him – Five Practices To Reassure Your Relationships With Prudent Optimism. An excellent read, apt for the current situation.
I think, one key factor in developing excellent relationships is being Like-able. This is an important aspect of one’s Emotional Quotient (EQ). And, being Like-able, apparently is not innate, but could be developed. I mean one can improve one’s like-ability by following some habits. Travis Bradberry talks about improving like-ability in his article – 13 Habits of Exceptionally Like-able people. Some of the listed habits seem obvious, but often ignored. Following some of the habits could actually improve one’s Like-ability Quotient (LQ). Yes, there is something called LQ. I looked it up, while reading the article to see if this was something I came up with; nope, not really by the longest stretch.
Ziv did discuss a couple of habits, also referred in the above article, during the talk, one being addressing someone by their name. He talked about how remembering things about someone is important. True, it is something everyone would love about a person.
There were quite a few takeaways from the session. I think, regardless whether one’s organisation actually follows a similar framework officially, it would be quite helpful to follow a similar charter. This could be a powerful tool for improving relationships with customers, in turn improving the business organisations.
We use a strong relationship mapping framework predominantly by sales. This has now got extended to the CS team. Something, I intend to use extensively myself.
Disclaimer: Opinions expressed in this article are solely my own and do not express the views or opinions of my employer.
Author: Jayalal Thonour Vijayan
Original post: LinkedIn
