Customer service

What Do You Call A Salesman You Can Trust

Sales Coach

What do call a salesman you can trust (or saleswoman of course), if you can find one? Sales people are paid to persuade you to buy stuff you don’t want. They get a commission when they can, and fired when they can’t. Like journalists they tell you what you want to hear, and not what [...]

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The Sales Skill Everybody Needs

Sales Coach

Is there a single skill more important than any other for sales people? What do you think? Is it tenacity, or is it bravery? Or maybe it’s a sunny personality? Perhaps its a thick skin? Putting ourselves in a position where we’re a nuisance, or worse, trying to engage others interest in what we have [...]

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Getting CRM Right 1st Time

CRM

You can avoid the CRM mistake everybody makes and here I’ll explain how you can do it. Ok, maybe the “everybody” is an exaggeration . Obviously I don’t know everybody who’s tried to implement CRM, so let me clarify by saying this is the mistake made by everybody I do know has tried – and [...]

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What Makes a Superstar Sales Manager

Sales Manager

What do great sales managers do differently from the merely good sales managers? How do they stand out from the crowd when the head hunters start looking around? When the recession bites, or when market dynamics go against them, how do they keep their jobs while all about them are losing theirs? Good sales managers [...]

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Another Nail in the CRM Coffin

CRM

Typical CRM software doesn’t work, for customer management or customer service. We’ve written extensively on how Business Process Reengineering and CRM projects have disenfranchised customers. At times its felt like yelling at the sea, but now there’s a new dimension to our thoughts about management best practice built into systems. Gartner agrees with us, or [...]

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Now Everybody Has a Front Office

Front Office Box

Front Office is rapidly becoming a modern generic term. Everybody seems to be recognising the need to have a Front Office, but I wonder if they’ve done the extra thinking about processes and systems. Without the right philosophy and tools any Front Office is nothing more than a new name for the typical call centre, [...]

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Waving to Myself – Am I Really That Sad

CRM

Image by avlxyz via Flickr Google Wave Matures, or does it? Has Google Wave come of age as a business tool? Does it have a role in Customer Service and CRM applications. Will it be a natural component in any company IT architecture? We’ve been trying it out again to find out the answers to [...]

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Consultants CRM for Smart Professionals

Front Office Box

Consultants need smart, intelligent CRM software to match the way they work. Creating value for clients depends upon insight to understand problems, imagination to design solutions, and flexibility to implement them – no two jobs are the same. Creating value for themselves on the other hand depends upon organisation of resources and efficient operations. CRM [...]

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Always be prepared to walk away.

Sales Coach

Being ready to qualify out of a sale usually will mean we don’t have too. Some sales deals we just don’t need, or want. When the customer gets too difficult, wanting too much for too little, we should qualify out of the sale and walk away from the deal. Strangely, always being prepared to walk [...]

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