|Keeping Good Customers: The Art of Customer Retention|
Why is customer loyalty so important? For one thing, numerous research studies have shown that if you can reduce your attrition rate that is the annualised rate of lost customers by as little as five percentage points, you can increase your bottom-line profits by anywhere from 25% to 85%.
|It's About Increasing the "Other Value"|
Usually when management talks about "value" they are describing what their company is "worth" in various terms. The "other value" they are now focusing on is the "value" customers buy! Increasing this "value" is what leads to increasing "worth."
|People Need to Feel Appreciated|
|Can Customer Service Representatives Become Proactive?|
When a person has responsibility for both reactive and proactive calls, the reactive will always swell disproportionately, crowding out the proactive.
|Principles of War|
Fighting a war involves careful planning and consideration. The Principles of War have been used successfully for centuries by military commanders the world over as important tools toward achieving success in both war and peace.
|Customer Complaints Are Good|
One of the worst things customers can do when faced with unsatisfactory service or a poor quality product is not to tell you and leave for the competition.
|Process Discipline versus Creativity|
The "yin and yang" of process discipline versus creativity continues today and they are not always in conflict. There are times when adhering to a set process that limits creativity can be important, yet there are other times when one can actually use a process to "create" creativity.
|Make It Easy For Customers To Complain|
The first component of your complaint management strategy is that you should make it easy for customers to complain.
|Achieving Sales Empowerment. Arming your sales people to realize success|
In most other industries, sales executives have a lot of empathy with clients. Real estate sales people can relate to the experiences, complexities, and fears of home buying - similarly, insurance executives can do the same for their offerings. However, in our industry, it is almost impossible for a sales person to relate to their customers buying experience.
|Reengineering and Dumbsizing: Mismanagement of the Knowledge Resource|
To understand the reasons for the radical restructuring process that has recently been occurring in the most modern organizations, people first need to appreciate the underlying transformation of their environment. This is an unusual era of change...
|Avoiding Sales Territory Wars|
Surveys of consistent, successful sales performance show that the single most significant factor in a field rep
|When 1 + 1 < 2: How to Beat the Odds When Merging Sales Organizations|
When the deal closes and the merger is completed, the investment bankers, the lawyers, the acquisition personnel all congratulate themselves and move on to the next assignment. Somebody has to run the resultant business. Easier said than done! How do you merge the sales organizations together to create a `win-win' scenario for employees and for customers?
|Searching for Meaning in the New Millennium|
|21st Century Collaborative Selling|
21st century selling is both dynamic and daunting! Sales reps today interact with sophisticated buyers who increasingly want to purchase standardized, multi-sourced products for low prices. They also demand excellent post-sale support from responsive, stable vendors. If your company can't make the cut, your competitor is waiting in the lobby!
|The Sinking of Titanic|
|CRM: Not the Solution ... But Maybe a Part of the Solution?|
The old saying says "don't bring me a problem if you haven't got a solution" so lets start with the "CRM problem": It just doesn't seem that CRM (and it's partner Sales Force Automation) has of yet lived up to its promise and expectations.
|Sources of Information & Wisdom|
A good idea is to periodically review the sources from which you get your "foreknowledge", then eliminating those sources of information that are redundant or no longer useful and replacing them with new sources of intelligence and wisdom.
|Focus on Corporate Governance Requires a New Selling Approach|
Today, more than ever before, if you are selling products or services that are critical to your prospect
Creativity is not something that belongs only to a few people who are born with it. John Kao, a well-known author of books on creativity (such as "Jamming") supports this view, stating, "Creativity must go beyond generation of new ideas; it must become an ongoing process."
|How to Outsell a Competitor Who Slashes Their Price to Win|
A number of my subscribers and clients have come back to me with a question: I'm the Goliath. How do I compete against the smaller, more agile David out there who drastically discounts to win business?