|
|
|
Celebrating Successes: The Power Of Compliments
Years ago, when I was new in management circles, a veteran administrator decided to share his self-described secret of success. He said: You have to be careful, Bill. I*ve learned not to compliment my people. Makes them too self-assured, and...
Leveraging Open Source Technology
Open Source applications can bring unique value to business owners. Since the base application development costs of open source applications is free, small and medium business owners are able to leverage previously unobtainable technolgies...
Seven Cs to Avoid Procedure Writing Errors
You do your best to make sure your organization is operating as effectively as possible. But if your policies and procedures are incomplete, outdated, or inconsistent, then they are not driving the performance improvement they should. When...
Spam! What's the Real Problem
Most people now know the official definition of spam- Unsolicited Commercial Email (UCE for short). That definition does several things we should look at. It categorizes spam as commercial It limits it to email Calling anything...
Strategic Planning for Salespeople
"Ready, shoot, aim." Unfortunately, that's the all too common description of the field salesperson's modus operandi. In a misguided attempt to stay busy and see as many people as possible, too many salespeople subscribe to the theory that any...
|
|
| |
|
|
|
|
|
|
A Real CRM Strategy or Just Tracking Customers?
An increasing number of companies claim to have adopted the principles of Customer Relationship Management (CRM), but in many cases they are simply paying lip service to what has become one of the latest ‘buzzwords’
Carried out correctly, CRM is an active process.
It makes a difference which is noticed by your customers.
That difference reflects in your bottom line.
Exactly what is CRM
The idea itself is nothing new; its roots have been around since trading began. The principle of looking after your customers so that they come back regularly is, after all, merely the basis of good trading. In an increasingly competitive commercial world however, strong customer relationships take on an increasing importance. With the cost of selling to a new customer being five times the cost of selling to an existing one you can’t afford to lose established business.
Yes, you still want new markets, and yes, for various reasons customers will still disappear. The important thing is to minimise this loss and make sure the reasons behind it don’t stem from something you are doing – or more significantly something you are not doing.
Which is why good Customer Relationship Management is vital – and why the process has now been refined to make it more effective than ever.
What does CRM Involve?
In essence, making your customer feel special by understanding his needs and fulfilling those needs in a personal manner which will keep him coming back for more.
Going that extra mile and providing service beyond that which was expected takes your customer to the next stage, where he becomes a ‘raving fan’ of your business - and you can’t have too many of those. Achieve this and your customer suddenly becomes part of your sales force, telling everyone he meets how good you are.
This can actually be achieved without computers and software. A good memory and a card index can keep track of customer’s preferences and buying patterns. Newsletter campaigns, post sale follow-ups and special offer mailings can all be organised - given time; except that this is where it so often falls apart. For most companies time is the commodity in shortest supply.
Identifying the Challenge
This is where you find the first steps into CRM. Contact Management or Personal Information Manager software can provide substantial benefits. A database of customers for envelope labelling, simple word processing and calendar functions can save an enormous amount of time. The latest breed of contact manager software can do this quite efficiently across small groups of people, an office based sales team for example. So what’s the point of moving to a full CRM strategy? Why not stick with a simple address book style contact manager?
The real secret of selling has always been to ‘Think Buying’
So consider for a moment, the things that annoy you as a customer:
• Promised return phone calls not made, and information not sent
• Not being informed of possible delays or problems
•
That call to tell you when your order is ready – promised but not made.
• One department in the company having no idea what another department said to you in the last call or letter.
• No one bothering to call to make sure the goods arrived, or are satisfactory. Probably no calls at all – until of course they want to sell you something else
• No one knowing what they last sold to you – or when
• No one knowing enough about you to offer you items or services that would enhance or compliment your purchase. Frequently only one person in the company seems to know anything about you! And if they’re not available…?
Overcoming all this takes more than just contact management software.
The Answer
What is needed is a change in attitude that extends from shop floor to boardroom. Not easy! It takes something special to initiate such a major change, but once up and running the change will feed on its own success.
The CRM solution provides a sophisticated but (and this is important) ‘easy to use’ computer system which monitors all activity with customers, current or potential. Phone, mail, e-mail and fax all link in. Give everyone in your company who deals with your customers access to that system. Link it to word processors, accounts systems, stock control and manufacturing Now you’re starting down the right road to achieving your ultimate goal - customers who become Raving Fans.
Your Information Bonus
The additional benefit to a company implementing CRM, is far superior tracking of sales and marketing activities. Suddenly it becomes easier to identify the most effective sources of business.
i.e.
• which Mailshots worked best
• which sector provides your best business
• how many leads turn into actual sales
All this information makes running your company so much easier. Your Sales Manager will also benefit considerably from being able to see sales activity and ratios more clearly. He will probably produce the most accurate sales forecast you have ever seen!
Conclusion
So, should you try to implement CRM or just stick with contact management? That depends on what you want to achieve. If your aim is to look after your customers to the best of your ability, keep those customers, and tower head and shoulders over your competitors, it has to be CRM.
The alternative is to stay with the pack and lose, on average, 50% of your customers every 5 years. Can you afford to do that?
Roy Gough
Alloy CRM
Helping you keep your customers away from the competition
About the Author
Roy Gough has run and managed businesses for over 30 years. He has experience in finance, automotive, retail, high tech and ecommerce. He uses this knowledge to help businesses to improve their sales and profitability. He currently also sells GoldMine business contact management software, QuoteWerks quotation management tool and Mind Manager the brainstorming and planning tool.
His web site can be found at http://www.alloycrm.com
|
|
|
|
|
| SellingPower.com | Solutions For Sales Management |
| Targeted to sales managers and upper tier sales professionals, this magazine helps you train, educate, and motivate your sales team. |
| www.sellingpower.com |
|
| Journal of Personal Selling & Sales Management |
| The official web site of the Journal of Personal Selling & Sales Management has moved to the University of Missouri, Columbia, which is the home of the ... |
| mkt.cba.cmich.edu |
|
| Management Articles |
| Sales Management. Unleash Your Brand Ambassadors. A recent GlaxoSmithKline decision took the advertising industry by storm: The pharmaceutical giant ... |
| gmj.gallup.com |
|
| Manage Smarter - Performance Gateway |
| Manage Smarter is the online home of sales & marketing management, incentive, potential, presentations and training magazine. |
| www.salesandmarketing.com |
|
| The 5 Biggest Sales Management Blunders |
| Learn the biggest sales management blunders and how you can avoid them. Spending the necessary time wearing your sales manager hat will help foster a ... |
| sbinformation.about.com |
|
| DEI Sales Management |
| Stephan Schiffman's DEI- Management Group, offers sales training tools and educational forums designed to teach: Cold Calling and Closing Techniques, ... |
| www.dei-sales.com |
|
| Sales Management Training - Selling Seminars - Reinforcement & ROI ... |
| Offers sales and sales management training. Sign up to receive the monthly newsletter. |
| www.brooksgroup.com |
|
| Sales Management Resource International |
| Sales Management services, sales training, sales solutions, sales people. We provide a systematic approach to providing immediate sales results ... |
| www.salesmanagement.com.au |
|
| Reconnect Sales Management to Profitability - HBS Working Knowledge |
| "Work your pay plan" is one of the central tenets of sales management. ... In a similar way, top managers can reconnect their sales management to ... |
| hbswk.hbs.edu |
|
| Amazon.com: Sales Management: Books: Robert J. Calvin |
| Amazon.com: Sales Management: Books: Robert J. Calvin by Robert J. Calvin. |
| www.amazon.com |
|
| Amazon.com: Seven Secrets to Successful Sales Management: The ... |
| Amazon.com: Seven Secrets to Successful Sales Management: The Sales Manager's Manual: Books: Jack D. Wilner by Jack D. Wilner. |
| www.amazon.com |
|
| Personal Selling and Sales Management: KnowThis.com |
| KnowThis,com offers information, resources, reference and links for sales people, sales managers and other involved in managing a sales force including ... |
| www.knowthis.com |
|
| Sales Training and Sales Management: KnowThis.com |
| KnowThis.com offers information, resources, reference and links for anyone involved in sales training or sales management or other managing issues involving ... |
| www.knowthis.com |
|
| SMR Career Services |
| Sales Management Resources is a professional executive search company, dedicated to providing consumer products companies the recruitment of exceptional ... |
| www.smrcareer.com |
|
| SalesVantage.com: B2B Advertising, Marketing and Sales Management ... |
| B2B Advertising, Marketing and Sales Management Directory, Newsfeed & Business Referral Service designed for sales, marketing & advertising executives. |
| www.salesvantage.com |
|
| Contact Management Software, Contact Manager & Sales Software for ... |
| PC World Gives Prophet Contact & Sales Manager 4 Stars · eWeek praises Prophet for building a sales management solution into Outlook for a reasonable price ... |
| www.avidian.com |
|
| Sales Management- 7 Secrets to Successful Sales Management, the ... |
| 7 Secrets to Successful Sales Management, written by, Jack Wilner, one of today's leading sales management trainers, coaches and consultants, ... |
| www.7salessecrets.com |
|
| Sales Management Training |
| Sales management training for the complex sale includes business development programs and sales training seminars. |
| www.primesalesmanagement.com |
|
| Contact Management Software (SFA) price quotes - Free sales ... |
| Contact management software buying advice and free sales management software quotes from leading suppliers. |
| www.buyerzone.com |
|
| Waterhouse Group - Sales Training Programs: Consultative, Value ... |
| With over 20 years of experience in sales, sales management and sales training, ... Selling Success: The Journal of Sales & Sales Management ... |
| www.waterhousegroup.com |
|
|