Free information about Customer services http://e-articles.info/e/s/s/Customer-services/ en-us E-articles.info 2006 - 2009 Far too many businesses focus only on making the initial sale, and forget about what comes after that; they do not consider the longer-term relationship with their customer, and hence they cannot leverage the potential of each sales encounter. Customer satisfaction is vital to customer retention, and customer retention is vital for long-term success of any business enterprise. There are several methods that can be employed to build up long-term customer relationships, such as driving your back end sales and building up a continuity-based business... by Walter Gordy http://e-articles.info/e/a/title/The-Lifetime-Value-of-a-Customer/ http://e-articles.info/e/a/title/The-Lifetime-Value-of-a-Customer/ Thu, 22 Oct 2009 00:33:17 GMT One of the easiest ways to convert photos to digital files is to hire a company to do it for you. However, you need to find a good company if you do this, because you are placing trust in them with your most prized memories, something that cannot ever be replaced. As you look for a scanning company to use to digitize your photos, consider these features... by semltda http://e-articles.info/e/a/title/Choosing-a-Service-to-Convert-Photos-to-Digital-Files/ http://e-articles.info/e/a/title/Choosing-a-Service-to-Convert-Photos-to-Digital-Files/ Wed, 22 Jul 2009 01:41:22 GMT   The best way to increase your business's long term profits is to establish long term relationships with your customers.  If your customers feel a connection to your company, they are much more likely to regularly do business with you. One great way to establish a relationship with customers is through greeting cards... by Andrew Michaels http://e-articles.info/e/a/title/Get-Personal-with-your-Customers/ http://e-articles.info/e/a/title/Get-Personal-with-your-Customers/ Sun, 19 Apr 2009 02:49:27 GMT INTRODUCTION             The consumer protection Act, 1986 is one of the benevolent social legislation intended to protect the large body of consumers from exploitation. The Act has assumed the shape of practically the most important legislation enacted in the country during the last few years. It has become the vehicle for enabling people to secure speedy and inexpensive Redressal of their grievances with the enactment of this law... by kaviya http://e-articles.info/e/a/title/CONSUMER-PROTECTION-ACT-1986/ http://e-articles.info/e/a/title/CONSUMER-PROTECTION-ACT-1986/ Sat, 04 Apr 2009 03:57:32 GMT Your product's brand is its reputation and personality all rolled into one.  Branding is critical to any successful marketing effort.  Strong evidence is the premium paid for branded products versus their generic equivalents... by Andrew Michaels http://e-articles.info/e/a/title/Tips-To-Build-Client-Relationships/ http://e-articles.info/e/a/title/Tips-To-Build-Client-Relationships/ Sat, 21 Mar 2009 04:23:37 GMT The most important aspect of any business is the customer - without customers, your business will not succeed. And happy, satisfied customers will carry your business to great success. Knowing that, most business owners and their staff will work to make customers happy with the service and products... by Ujjival Saraf http://e-articles.info/e/a/title/Deals4all-Customer-Complaints/ http://e-articles.info/e/a/title/Deals4all-Customer-Complaints/ Sat, 21 Mar 2009 05:31:42 GMT Initial contact with customers is obviously very important.  Without developing leads and making the initial sales contact there can be no prospects to close.  However, many in sales fail to transition from contact to follow up... by Andrew Michaels http://e-articles.info/e/a/title/Why-It's-Good-to-Keep-in-Touch-with-Customers/ http://e-articles.info/e/a/title/Why-It's-Good-to-Keep-in-Touch-with-Customers/ Mon, 09 Mar 2009 06:39:47 GMT Most of the companies want to share the information among their customers and the employees so that it can enhance the experience of both of its customers and employees by giving them access to the important information related to their interests. Knowledge base software offers a wide range of solutions to this problem. The benefits of knowledge base software are many but its benefits to you and your business are limited only by the use you make of knowledge management... by salman shah http://e-articles.info/e/a/title/Knowledgebase-Benefits/ http://e-articles.info/e/a/title/Knowledgebase-Benefits/ Fri, 26 Dec 2008 07:47:52 GMT   Identity theft has been on the rise in recent years. It is virtually an undetectable crime, whereby a thief steals the identity of an unsuspecting victim by obtaining vital personal information such as their name, address and most critically, their social security number. Then cloaked in this false identity, the thief proceeds to obtain credit, loans, false bank accounts and rack up debt in the victim's name... by Dr. Linda Eagle http://e-articles.info/e/a/title/The-FACT-Act:-Gains-for-Consumers,-Potential-Liability-for-Businesses/ http://e-articles.info/e/a/title/The-FACT-Act:-Gains-for-Consumers,-Potential-Liability-for-Businesses/ Fri, 26 Dec 2008 08:55:57 GMT Any company can say they have good customer service, but do they really have it? A company can say they have the best deals in town, but how often do they try to prove that they do? As the saying goes, actions speak louder than words, which is why the actions you take as a company will always do more to market you than just your words. But how exactly do you incorporate actions into advertising that is based around words? When you get brochure printing done you can’t exactly put a lot of actions into your brochures, now can you? Well, in a way yes you can. Testimonials are a great way of showing your actions through words... by Robert Johnston http://e-articles.info/e/a/title/Combine-Action-With-Words/ http://e-articles.info/e/a/title/Combine-Action-With-Words/ Tue, 11 Nov 2008 09:23:15 GMT When it comes to customer loyalty, nothing is more important than the trust you develop with your customers.  Research from Texas A & M University says if customers see you as being trustworthy and reliable  … and if customers see you fulfilling your promises … then they will become enthusiastic customers for life. The same is true with your co-workers... by Dr. Alan Zimmerman http://e-articles.info/e/a/title/Ways-to-Build-Trust-Gain-Loyalty-and-Retain-Employees-and-Customers-for-Life/ http://e-articles.info/e/a/title/Ways-to-Build-Trust-Gain-Loyalty-and-Retain-Employees-and-Customers-for-Life/ Mon, 20 Oct 2008 10:31:20 GMT CRM stands for Customer Relationship Management. The customer, in this case, can be a citizen, business representative, intermediary or partner. CRM is the discipline of improving the way customers are managed through changes in business processes, people, organization and technology... by Jim Egbert http://e-articles.info/e/a/title/ERP-Business-Tracking-Software,-CRM-Systems-and-Solutions/ http://e-articles.info/e/a/title/ERP-Business-Tracking-Software,-CRM-Systems-and-Solutions/ Fri, 19 Sep 2008 11:39:25 GMT Customer Interaction and improving the relationship with all existing, new, and prospective customers is very important for every organization. With continuous growth of enterprises with the booming economy, the need for automated solutions for Customer Relationship Management has come into focus. To solve this need now every small, medium and large enterprise are using some kind of Customer relationship Management (CRM) Solutions... by Jim Egbert http://e-articles.info/e/a/title/Customer-Relationship-Management-Software/ http://e-articles.info/e/a/title/Customer-Relationship-Management-Software/ Thu, 28 Aug 2008 12:47:30 GMT As rocketing gas prices and food costs increase, consumer spending is down. If people aren’t spending as much on your products or services as they used to, you can’t rely on sales or discounts to bring them in – the hit to your bottom line might not make up for the brief period of increased customer activity. Instead, you need to rely on customer loyalty... by Katie Marcus http://e-articles.info/e/a/title/How-to-Build-Customer-Loyalty/ http://e-articles.info/e/a/title/How-to-Build-Customer-Loyalty/ Thu, 24 Jul 2008 13:55:35 GMT Why exactly do certain advertisements appeal to certain people? The most obvious solution would be a matter of interests. Men who enjoy home improvement will be drawn in by a home improvement advertisement. You play up the interests that you know they have... by Kaye Z. Marks http://e-articles.info/e/a/title/Take-a-Look-into-Your-Customer's-Mind/ http://e-articles.info/e/a/title/Take-a-Look-into-Your-Customer's-Mind/ Thu, 24 Jul 2008 14:23:40 GMT If you are involved in either the retail or service industries, you will, at one point or another, be called upon or left to deal with customer complaints. Dealing with an angry, complaining customer can be a less than enjoyable and a less than enviable task. However, if you are to succeed in the world of business in this day and age, you are going to need to develop those skills necessary to deal with a complaining, sometimes abusive customer... by Ed Rosario http://e-articles.info/e/a/title/Providing-Top-Notch-Customer-Service/ http://e-articles.info/e/a/title/Providing-Top-Notch-Customer-Service/ Wed, 19 Mar 2008 15:31:45 GMT An issue of major importance is the industry in which the customer organization conducts its business. The amount of legislation, regulation, and industry-related practices that influence the way organizations are run today is phenomenal. It can be a daunting task to merely keep up with the overall legislation that rapidly changes on a regular basis, let alone all the industry-specific or best-practice components that impact information security requirements... by Sean Martin http://e-articles.info/e/a/title/Industry-Concerns-for-the-Assessment-Site/ http://e-articles.info/e/a/title/Industry-Concerns-for-the-Assessment-Site/ Thu, 31 Jan 2008 16:39:50 GMT We in India very well know what Customer Satisfaction or actually Customer Dissatisfaction means. We have to bear all kinds of treatment from all big and small businesses, professionals, government officers, bureaucrats etc. each and everyday in almost all the aspects of the services we pay for and we deserve... by gaurav http://e-articles.info/e/a/title/Customer-Revolution-in-India/ http://e-articles.info/e/a/title/Customer-Revolution-in-India/ Tue, 22 Jan 2008 17:47:55 GMT CRM has grown into a dense and tangled field, and many vendors that provide only a small piece of the puzzle call themselves CRM vendors, making it difficult to sift through the claims. In addition, many back-office systems are sprouting customer portals and other features close to CRM functionality, so the boundaries are not as clear-cut as they were. Here's a survey of classic functionality categories for CRM systems... by Carla Indago http://e-articles.info/e/a/title/Elements-of-CRM/ http://e-articles.info/e/a/title/Elements-of-CRM/ Tue, 04 Dec 2007 18:55:15 GMT It's true that the benefits of CRM are often overstated, especially by vendors, but it doesn't mean that CRM tools are useless. Properly implemented, they can and should bring a whole set of tangible benefits. Cost Savings This is often the first goal that is reached for (if not always attained) during CRM initiatives... by Carla Indago http://e-articles.info/e/a/title/The-Benefits-of-CRM/ http://e-articles.info/e/a/title/The-Benefits-of-CRM/ Tue, 04 Dec 2007 19:23:20 GMT It's become almost fashionable to talk about the high failure rate of CRM projects. For instance, an often-cited Gartner study from late 2001 claims that over half of CRM projects fail to deliver on expected savings and business advantages. Is CRM the kiss of death? I think not... by Carla Indago http://e-articles.info/e/a/title/Why-Does-CRM-Fail-So-Often/ http://e-articles.info/e/a/title/Why-Does-CRM-Fail-So-Often/ Tue, 04 Dec 2007 20:31:25 GMT While tool vendors promise complete solutions, they sometimes deliver no more than a tool kit to create a complete solution. And customers want both the convenience of a ready-to-use application and the comfort of full customizations, which require powerful customization tools. What can and should you expect from a CRM tool? Most newcomers to CRM think of it as a set of ready-made applications that handle sales, or marketing, or service... by Carla Indago http://e-articles.info/e/a/title/Does-CRM-Deliver-Applications-or-a-Tool-Kit/ http://e-articles.info/e/a/title/Does-CRM-Deliver-Applications-or-a-Tool-Kit/ Tue, 04 Dec 2007 21:39:30 GMT For those of you who like to make quick assessments, here is a short test that will help you pinpoint whether your CRM system is successful, and whether it makes sense to think about a replacement, or whether the issues have root causes in other areas. Experience shows that quick assessments are often just as accurate as lengthy ones, but if you'd like a more thorough and detailed version of the test, please skip ahead to the next section. To get the most accurate results on this test, respond as candidly as possible to each question rather than trying to figure out what the "right" answers may be... by Carla Indago http://e-articles.info/e/a/title/CRM-Test/ http://e-articles.info/e/a/title/CRM-Test/ Sat, 01 Dec 2007 22:47:35 GMT Need to Anticipate Customer Requirements The finance strategist must go beyond identifying data customers to understanding their needs well enough to anticipate them before they are critical. Doing so is crucial when it comes to conceptualizing infrastructure and long-range analysis paradigms. The ability to build into the finance strategy scalable infrastructure and relevant soft components depends on knowing what is needed and when... by Maria Leka http://e-articles.info/e/a/title/ANTICIPATING-CUSTOMER-NEEDS/ http://e-articles.info/e/a/title/ANTICIPATING-CUSTOMER-NEEDS/ Sun, 04 Nov 2007 23:55:40 GMT What Are Data Customers? Business owners (large or small) must understand to whom financial results will be communicated. The parties to whom this information is provided are referred to as data customers. The most important data customers at the early stage of a small and emerging business are the owners... by Ken P. Steward http://e-articles.info/e/a/title/DATA-CUSTOMERS/ http://e-articles.info/e/a/title/DATA-CUSTOMERS/ Tue, 16 Oct 2007 01:23:45 GMT This list of twenty questions will reveal the psychology of your female customer's buying mind and help you learn where your company needs to grow to more effectively reach them. But, don't pose these questions directly to your customers. Instead, do the research and answer them for yourself in order to uncover some of the forces that motivate women consumers in any market... by Geanina Stark http://e-articles.info/e/a/title/Revealing-the-psychology-of-your-female-customer's-buying-mind/ http://e-articles.info/e/a/title/Revealing-the-psychology-of-your-female-customer's-buying-mind/ Mon, 24 Sep 2007 02:31:50 GMT Introspection – a look before you leap While a majority of efforts and time are spent on marketing and selling to potential customers, the success of those efforts is rooted in a company’s customer acquisition philosophy. Congruent to a corporate philosophy, this philosophy is the cornerstone for how a company will compete for customers in the marketplace. There are three ways you can compete to gain customers: operational excellence, product excellence, or customer intimacy... by Emil Gasparov http://e-articles.info/e/a/title/Acquiring-New-Customers/ http://e-articles.info/e/a/title/Acquiring-New-Customers/ Sat, 22 Sep 2007 03:39:55 GMT Loyal customers are confident partners in your company. As a partner, we feel that it is our duty to empower our customers with more than CRM solutions. We have to also empower them with problem-solving techniques that will allow them to fully understand the benefits of what we bring to the table... by Emil Gasparov http://e-articles.info/e/a/title/Empowering-the-Customer/ http://e-articles.info/e/a/title/Empowering-the-Customer/ Sat, 22 Sep 2007 04:47:15 GMT Separating the good customer relationship management applications from the not-so-good applications is generally very simple. A product has to be easy to use, intuitive to use, and it has to be available when you need it. No matter how you slice it, if it’s not easy to use and not available where it's needed and when it's needed, then it’s not going to work... by Emil Gasparov http://e-articles.info/e/a/title/Impact-of-New-Technologies-on-CRM/ http://e-articles.info/e/a/title/Impact-of-New-Technologies-on-CRM/ Sat, 22 Sep 2007 05:55:20 GMT We engage primarily in direct sales efforts. We will contact individuals at companies on a targeted basis. We know a great deal about our industry and the way companies function and the way the market is segmented, and we primarily work in that industry... by Emil Gasparov http://e-articles.info/e/a/title/Customer-Acquisition-and-Retention/ http://e-articles.info/e/a/title/Customer-Acquisition-and-Retention/ Mon, 17 Sep 2007 06:23:25 GMT As a database marketing and RM partner to many Fortune 1000 consumers and business-to-business organizations, when our customers win, we win. So the first step is to make sure they win. To align our goals with our clients' goals, we make sure we listen, understand, and deliver some innovation in their RM plans and rollouts... by Tim Goran http://e-articles.info/e/a/title/Customer-Relationship-Management-Strategies/ http://e-articles.info/e/a/title/Customer-Relationship-Management-Strategies/ Mon, 17 Sep 2007 07:31:30 GMT A sign in my office says it all: The customer is the reason we’re here. You should wake up every morning believing that golden rule. The best advice I ever received was to always do what is best for the customer even if it means we don’t maximize our returns... by Tim Goran http://e-articles.info/e/a/title/Golden-Rules-for-Creating-Customer-Relationships/ http://e-articles.info/e/a/title/Golden-Rules-for-Creating-Customer-Relationships/ Sun, 16 Sep 2007 08:39:35 GMT The real difference between a good technology and a great technology is the impact that it has on your customers. Does it help to drive customer satisfaction? Does it really help to increase revenues? Successfully managing customer relationships really depends on having a customer strategy. It is surprising how few companies actually think about their overall customer strategy... by Emil Gasparov http://e-articles.info/e/a/title/Strategies-to-successfully-manage-customer-relationships/ http://e-articles.info/e/a/title/Strategies-to-successfully-manage-customer-relationships/ Thu, 13 Sep 2007 09:47:40 GMT Take data quality, for example, also known as data cleansing or data hygiene. Allow me to discuss briefly our particular offering here, the Trillium Software System®. Trillium Software System is a software solution, and is one of a few enterprise-wide data quality solutions available in the marketplace... by Tim Goran http://e-articles.info/e/a/title/The-Human-Component-in-the-CRM-Process/ http://e-articles.info/e/a/title/The-Human-Component-in-the-CRM-Process/ Mon, 10 Sep 2007 10:55:45 GMT Ultimate success is dictated by being customer-focused. First and foremost is doing business with companies that are themselves profitable. That is not easy today, but we really focus on successful companies, healthy companies, and companies that have a solid and broad base of their own... by Emil Gasparov http://e-articles.info/e/a/title/Identifying-Profitable-Customers/ http://e-articles.info/e/a/title/Identifying-Profitable-Customers/ Sun, 09 Sep 2007 11:23:50 GMT Our clients are typically large enterprises with a significant number of end consumers who buy the company’s products or services. The main reason enterprises come to a company like ours for a solution is because we have demonstrated that we understand their end customer and that we can put quality processes in place to service that end customer. We try to demonstrate in a number of different ways that we have very solid processes, we have experience, and we have the willingness to listen, adapt, and manage our people in line with our client’s expectations... by Emil Gasparov http://e-articles.info/e/a/title/See-the-Company-as-Client/ http://e-articles.info/e/a/title/See-the-Company-as-Client/ Sun, 09 Sep 2007 12:31:55 GMT Invest in long-term relationships with women customers. Make a long-term commitment to improving the lives of women and serving them in a more relevant manner. Don't let your women's market efforts fizzle after the initial steps... by Geanina Stark http://e-articles.info/e/a/title/The-Women's-Market-Investment/ http://e-articles.info/e/a/title/The-Women's-Market-Investment/ Sun, 02 Sep 2007 13:39:15 GMT There are three rules I try to help people implement are: (1) be honest with your customers, (2) listen to your customers, and (3) interact with your customers in a consistent manner. I want my clients to focus on having structured processes for how they interact with the end customer, to have clear policies that their customers can understand, and to give the feeling that they care about the customer. When you look at a profitable customer relationship, I think what you’re really talking about is the ability to have a repeat customer... by Tim Goran http://e-articles.info/e/a/title/Customer-Service-Issues/ http://e-articles.info/e/a/title/Customer-Service-Issues/ Sat, 01 Sep 2007 14:47:20 GMT In most CRM implementations customers are users too, so they need some degree of information just like internal users. The schedule and depth of communication may not be quite as aggressive as for internal users but the principles remain the same. Focus on Benefits Customers sometimes get the (true!) message that the CRM system will decrease costs... by Juliana Ziegler http://e-articles.info/e/a/title/Customer-Promotion/ http://e-articles.info/e/a/title/Customer-Promotion/ Wed, 01 Aug 2007 15:55:25 GMT Enterprises have to focus on attracting the right customers to try a product or a service. The right customers are the ones with the highest predicted future value and with the necessary propensity to be acquired. Loyalty is about attitudes, in which we are somewhat interested... by Tim Goran http://e-articles.info/e/a/title/Customer-Acquisition/ http://e-articles.info/e/a/title/Customer-Acquisition/ Thu, 26 Jul 2007 16:23:30 GMT In order to consult with customer operating managers on how they can improve their contribution to profits from an investment they make with you - in something you may call your "solution" - you must counsel with them in their own terms. These are not the vendor's terms of product features and benefits or price and performance. They are, instead, the basic language of business management in its most elementary form: Business Management 101... by Edgar Woldenbach http://e-articles.info/e/a/title/The-Customer-Money-Base/ http://e-articles.info/e/a/title/The-Customer-Money-Base/ Mon, 23 Jul 2007 17:31:35 GMT We build a lot of customer satisfaction into our dealings using the early indicators. The measure is revenue, but the indicators are usually not revenue. By the time revenue is affected it’s after the fact... by Tim Goran http://e-articles.info/e/a/title/The-Benefits-of-CRM/ http://e-articles.info/e/a/title/The-Benefits-of-CRM/ Sun, 22 Jul 2007 18:39:40 GMT Good relationships have several key foundations, including open communication and trust. Open communication is really about two-way communication. It’s not only sharing with your customers what your plans for the future are, so that you’re building a common ground, but it’s also about listening to your customers... by Emil Gasparov http://e-articles.info/e/a/title/How-to-efficiently-communicate-with-customers/ http://e-articles.info/e/a/title/How-to-efficiently-communicate-with-customers/ Thu, 19 Jul 2007 19:47:45 GMT What should the vendor requirements cover? Financial viability. Is the company successful and likely to remain successful? If the vendor is a public company, it's easy to get a hold of its financial results and, assuming they are properly audited, to analyze its prospects. Private companies are more challenging... by Juliana Ziegler http://e-articles.info/e/a/title/Vendor-Requirements/ http://e-articles.info/e/a/title/Vendor-Requirements/ Wed, 11 Jul 2007 20:55:50 GMT A revolutionary personalized send-out-cards system strengthens and makes more effective your relationship with customers and prospects. Any business person knows that liaison with clients, customers, patients and prospects is essential for every company. And any business person knows how time consuming it can be... by Jeremy Poling http://e-articles.info/e/a/title/Send-Out-Cards/ http://e-articles.info/e/a/title/Send-Out-Cards/ Tue, 19 Jun 2007 21:23:55 GMT The first key to creating successful long-term customer relationships is to understand your customer’s business before you sell to them. We really have to understand what the client’s overall customer strategy is, where the risks to their customer base are, and what the best possible outcome or the worst possible outcome for their current customers is depending on the business decisions and customer strategy, and the best possible outcome and worst possible outcome for new customers. Once we understand all of those existing pain points and opportunity points, then we can go back in and suggest the set of solutions and technologies and processes that we can apply to take advantage of those opportunities or fix those pain points... by Emil Gasparov http://e-articles.info/e/a/title/Golden-rules-creating-successful-long-term-customer-relationships/ http://e-articles.info/e/a/title/Golden-rules-creating-successful-long-term-customer-relationships/ Tue, 12 Jun 2007 22:31:15 GMT With CMR you’ll find similar steps for improving customer service, retaining customers, increasing the lifetime value, and treating different customers differently, but they will require going further. Here are the eight steps for successful CMR: Think differently Establish a benchmark Define measurable goals and objectives Create the strategy Reengineer the processes Get ready for change Keep technology in its place Select the right tools Step 1: Think Differently The first, and perhaps the most difficult, concept to cast overboard is that the benefits of your CMR efforts would accrue to the company, not to the customer. Most CRM programs are driven by the desire of the company to improve the efficiency of the business process and reduce cost while increasing sales... by Jim Scheuerman http://e-articles.info/e/a/title/Eight-Steps-to-CMR-Success/ http://e-articles.info/e/a/title/Eight-Steps-to-CMR-Success/ Tue, 05 Jun 2007 23:39:20 GMT How can you know whether or not CMR is important, or even right, for your business? You might start by thinking like Yogi Berra, who once said, “Before you build a better mousetrap, it would help to know if there are any mice out there.” There are some cases where a firm’s customers don’t fit the CMR “trap,” and you won’t find any mice waiting. One of the measures of potential CMR value to a company is the frequency of its customers’ purchases... by Lessie Koegel http://e-articles.info/e/a/title/Is-CMR-for-Everyone/ http://e-articles.info/e/a/title/Is-CMR-for-Everyone/ Tue, 05 Jun 2007 01:47:25 GMT Whether you're in the private or public sector, your very existence will ultimately depend on whether you meet the needs of the customer. This is not always understood in the public sector, where customers are sometimes taken for granted. Increasingly, departments that are failing to live up to the expectations of customers are finding themselves downsized and their services outsourced to the private sector, where accountability seems to be greater... by Kennith Crosby http://e-articles.info/e/a/title/Customer-Service/ http://e-articles.info/e/a/title/Customer-Service/ Tue, 05 Jun 2007 02:55:30 GMT The benefits of personalization and customization are substantial for a company, but customization seems to produce the most results. A March 2001 study sponsored by the Personalization Consortium found more than 50 percent of the study’s respondents more likely to make a purchase at an e-commerce site that offers some sort of personalization features. Sixty-three percent said they would be more likely to register at a site in exchange for personalization or content customization features... by Jim Scheuerman http://e-articles.info/e/a/title/Benefits-of-Personalization-and-Customization/ http://e-articles.info/e/a/title/Benefits-of-Personalization-and-Customization/ Mon, 04 Jun 2007 03:23:35 GMT Some customers will not want to give you information even though they realize they will be giving up some potential benefits. As Bruce Kasanoff says in his book, Making It Personal: How to Profit from Personalization Without Invading Privacy “Some people are simply private, and prefer to mind their own business and let you mind yours. Others recognize the growing infringements on private space and choose to take the cautious route... by Jim Scheuerman http://e-articles.info/e/a/title/Balance-privacy-with-personalization/ http://e-articles.info/e/a/title/Balance-privacy-with-personalization/ Mon, 04 Jun 2007 04:31:40 GMT What can you do to create multipurpose and multi-interpretational shopping environments? Customer Segments Begin by considering how different customer segments think and how they shop, giving consideration to those who shop the whole store as well as destination-oriented customers. What do your different customer segments really want from your store? Are there products and services you should add or discard? Benchmark your delivery of customer needs against the rest of the shopping possibilities in your area. Businesses have very detailed information on what customers do online... by Jim Scheuerman http://e-articles.info/e/a/title/Providing-Customers-with-Options/ http://e-articles.info/e/a/title/Providing-Customers-with-Options/ Mon, 04 Jun 2007 05:39:45 GMT All kinds of businesses are finding ways to make customers’ lives easier. With customers’ permission, several travel booking agencies, such as Galileo... by Jim Scheuerman http://e-articles.info/e/a/title/Mobile-Permission-Marketing/ http://e-articles.info/e/a/title/Mobile-Permission-Marketing/ Mon, 04 Jun 2007 06:47:50 GMT Many retailers (and manufacturers) without loyalty card programs and with very little customer data owned at the household level can empower customers. Some are finding it a profitable exercise. I knew very little about a firm called Spectra until the company invited me to speak to its annual conference themed “Innovative Consumer-Centric Marketing Solutions... by Jim Scheuerman http://e-articles.info/e/a/title/Customer-Centric-Marketing-Research/ http://e-articles.info/e/a/title/Customer-Centric-Marketing-Research/ Mon, 04 Jun 2007 07:55:55 GMT The customer’s use of a loyalty card gives us the data required to identify our biggest spenders. Yet some years ago the president of one of our client companies refused to use customer data to segment most valuable customers, telling me in no uncertain terms, “I want our people to treat all of our customers equally.” Of course, all customers should be treated with respect, but treating them all equally can lead to missed profit opportunities... by Jim Scheuerman http://e-articles.info/e/a/title/The-Value-of-Loyalty-Programs/ http://e-articles.info/e/a/title/The-Value-of-Loyalty-Programs/ Sat, 02 Jun 2007 08:23:15 GMT Are you prepared to move CMR to the center of your corporate strategy? Everything we see suggests that most companies want this to happen. The Gartner study showed 52 percent of surveyed companies rated customer relations their highest priority. But that study was asking about CRM initiatives—there are no statistics developed yet to measure commitment to CMR... by Jim Scheuerman http://e-articles.info/e/a/title/Deciding-if-CMR-is-right-for-your-business/ http://e-articles.info/e/a/title/Deciding-if-CMR-is-right-for-your-business/ Sat, 02 Jun 2007 09:31:20 GMT An early 2002 Gartner report on e-service cites studies that show 70 percent of corporations believe they have a well-run contact center that provides their customers with good customer service. Yet only 46 percent of their clients report being satisfied with the service. Gartner proposes that world-class e-service requires enterprises to adapt to users’ needs and requirements, saying, “Customers are demanding more information, easier and expanded access, and support through newer channels... by Jim Scheuerman http://e-articles.info/e/a/title/E-Service-and-Self-Service/ http://e-articles.info/e/a/title/E-Service-and-Self-Service/ Sat, 02 Jun 2007 10:39:25 GMT Since e-mail remains king of the Internet as the most commonly used function, it is worth stepping back to think about how e-mail can help us give customers greater power in the development of relationships. It’s not just a matter of how much is too much or how much e-mail customers will accept. It’s important to know the strengths and weaknesses of e-mail, how some companies are using it badly for CRM, how best to use it for CMR, and what cautions to take... by Lessie Koegel http://e-articles.info/e/a/title/What-Does-E-Mail-Mean-for-CMR/ http://e-articles.info/e/a/title/What-Does-E-Mail-Mean-for-CMR/ Sat, 02 Jun 2007 11:47:30 GMT CMR involves getting consumers to be interested in your firm and to participate with you in building a relationship. In an excellent paper, “A Comprehensive Analysis of Permission Marketing,” Sandeep Krishnamurthy, assistant professor in the Business Administration Program at the University of Washington, defines some useful terms: Consumer interest An individual’s overall judgment of the effectiveness of the program in adding value to his or her life. If an individual receives promotional messages that are not well targeted or if the promotional messages are for disliked brands, he or she may well conclude that the program [relationship] is uninteresting... by Jim Scheuerman http://e-articles.info/e/a/title/Permission-Intensity/ http://e-articles.info/e/a/title/Permission-Intensity/ Sun, 27 May 2007 12:55:35 GMT Over the last 20 years, the customer management outsourcing industry has been one of robust, double-digit growth and attractive margins. Such a market cannot help but attract competition, and throughout the 1990s many small outsourcing companies entered the industry. Outbound telemarketing was the traditional entry vehicle for these companies because of the low cost of entry, readily available sales prospects, and potential for more widespread client opportunities... by Emil Gasparov http://e-articles.info/e/a/title/Customer-management-outsourcing-industry/ http://e-articles.info/e/a/title/Customer-management-outsourcing-industry/ Sun, 27 May 2007 13:23:40 GMT Meeting both financial and CMR goals will require more than measuring lifetime value, more than tracking today’s typical metrics—satisfaction and defection. A McKinsey study furthers this point: Despite all the money invested to promote loyalty among high-value customers, it is increasingly elusive in almost every industry. A better appreciation of the underlying forces that influence the loyalty of customers—particularly their attitudes and changing needs—can help companies develop targeted efforts to correct any downward migration in their spending habits long before it leads them to defect... by Nicole Kline http://e-articles.info/e/a/title/Measuring-Customers-Loyalty/ http://e-articles.info/e/a/title/Measuring-Customers-Loyalty/ Thu, 24 May 2007 14:31:45 GMT It takes little more than the sight of American figure skater Sasha Cohen, at the opening ceremony of the 2002 summer Olympics in Salt Lake City, handing her cell phone to President Bush so he could say hello to her mother to realize the anytime, anywhere power of mobile communication. The convergence of the two fastest-growing communications technologies of all time—the mobile phone and the Internet—suggests dramatic opportunities for marketers. But these may not be the opportunities we anticipated... by Jim Scheuerman http://e-articles.info/e/a/title/CRM-and-Mobile-Communication/ http://e-articles.info/e/a/title/CRM-and-Mobile-Communication/ Tue, 22 May 2007 15:39:50 GMT When we think of corporate assets we typically think of equipment, buildings, accounts receivables, and other old-world balance sheet listings. For most businesses the most valuable business asset isn’t on the balance sheet. It is the value of the customer base and the strength of the customer relationships... by Nicole Kline http://e-articles.info/e/a/title/Customer-Lifetime-Value/ http://e-articles.info/e/a/title/Customer-Lifetime-Value/ Mon, 21 May 2007 16:47:55 GMT What does this type of development mean for CMR? The Internet’s omnipresence will be dizzying, but the good news is it will allow for more personalized interaction. The bad news is that some companies claiming to be “doing” CRM, but really just targeting customers for special offers, will push what they want to sell to customers wherever they are. My fear is that too many will try to capitalize on that two minutes waiting for the gas tank to fill by flashing more and more generic banner ads, in effect creating more spam... by Nicole Kline http://e-articles.info/e/a/title/The-Internet-and-CMR/ http://e-articles.info/e/a/title/The-Internet-and-CMR/ Mon, 14 May 2007 17:55:15 GMT Internet-supported customer relationship activities are emerging as one of the fastest growing areas of Web use. Customers are moving from the call center to Internet interactive channels because of the higher degree of control and accessibility these channels provide. As Internet terminals for general use are becoming more common, your customers will have greater opportunities for interaction... by Nicole Kline http://e-articles.info/e/a/title/The-Internet-and-Customer-Relationships/ http://e-articles.info/e/a/title/The-Internet-and-Customer-Relationships/ Tue, 08 May 2007 18:23:20 GMT As you develop your CMR communications it is also important not to try to force things to the Web if there is a simpler solution. Keep in mind the story of the man who was quietly reading his newspaper when his wife asked him if he thought it was going to rain. He walked to his computer, pointed his browser to the local weather page, and was about to answer his wife, when she stood up, opened the door, and stuck her head outside... by Lessie Koegel http://e-articles.info/e/a/title/Opportunities-for-customer-relationship-building/ http://e-articles.info/e/a/title/Opportunities-for-customer-relationship-building/ Mon, 07 May 2007 19:31:25 GMT The best way to achieve a profitable relationship is to have a long-term relationship, because if you maintain a customer over the long haul – particularly in our business model, being a hosted service – you make much more money. Longevity is clearly an important element. You have to deliver value to these people and keep them as happy customers – referenceable customers – every day... by Tim Goran http://e-articles.info/e/a/title/Achieving-Profitable-Customer-Relationships/ http://e-articles.info/e/a/title/Achieving-Profitable-Customer-Relationships/ Sat, 21 Apr 2007 20:39:30 GMT The following concepts are at the heart of CMR. Keep them in mind as you strive to meet the challenges. They will help you keep your thinking on the larger goals and set you on the best course for letting customers manage the relationship... by Lessie Koegel http://e-articles.info/e/a/title/What-CMR-is-and-what-CMR-requires/ http://e-articles.info/e/a/title/What-CMR-is-and-what-CMR-requires/ Thu, 19 Apr 2007 21:47:35 GMT 1. Before voicing a complaint, assure yourself that the fault is not the result of deliberate action or even malicious intent. 2... by Hilda Red http://e-articles.info/e/a/title/Six-tips-on-how-to-complain-effectively/ http://e-articles.info/e/a/title/Six-tips-on-how-to-complain-effectively/ Wed, 21 Mar 2007 22:55:40 GMT Online customer service is the greatest thing since sliced bread. Is it saving you time? Check. Is it saving your customers time? Check... by Lessie Koegel http://e-articles.info/e/a/title/Online-Customer-Service-Checklist/ http://e-articles.info/e/a/title/Online-Customer-Service-Checklist/ Sun, 18 Mar 2007 23:23:45 GMT Have you ever noticed how unemotional an experience spending money is? You get the same service almost everywhere and, even worse, it’s predictable! Where can we still find the unusual? Where is the variety that is the spice of our life as a customer? Increasingly, the retail trade is facing the problem of what it will have to offer its customers in future. We can choose between umpteen different TV channels, spend whole evenings zapping through the various forms of entertainment offered, only to go to bed at 11 o’clock, frustrated because we haven’t really watched anything properly. Or we are considering buying a new car and have to choose from a huge selection of colours and more than 40 different interior designs... by Lessie Koegel http://e-articles.info/e/a/title/The-emotionless-world-of-the-customer/ http://e-articles.info/e/a/title/The-emotionless-world-of-the-customer/ Sun, 18 Mar 2007 01:31:50 GMT The University of Michigan Business School's National Quality Research Center (www.bus.umich... by Lessie Koegel http://e-articles.info/e/a/title/Customer-Satisfaction-Does-Relate-to-Revenue/ http://e-articles.info/e/a/title/Customer-Satisfaction-Does-Relate-to-Revenue/ Fri, 09 Mar 2007 02:39:55 GMT There are two parts to customer retention. The first is how do we keep our customers, and the second part is how do we help them keep their customers. Our software helps our client companies engage their customers and really create a good experience... by Tim Goran http://e-articles.info/e/a/title/Customer-Retention/ http://e-articles.info/e/a/title/Customer-Retention/ Wed, 07 Mar 2007 03:47:15 GMT People often ask me the following three questions on the subject of my customer amazement strategy: Question 1. From a hotel manager ‘Customers today expect more and more. If I amaze my customers, next time they come they will expect to be amazed again... by Elikhan Dromeda http://e-articles.info/e/a/title/Critical-questions-on-customer-amazement-strategies/ http://e-articles.info/e/a/title/Critical-questions-on-customer-amazement-strategies/ Sun, 18 Feb 2007 04:55:20 GMT What do you do for your customers that costs you money? If you can get them to do it themselves, the first-year gains can be significant. Niagara Mohawk Power provides electricity to more than 1.5 million in upstate New York... by Lessie Koegel http://e-articles.info/e/a/title/Customers-Cost-Avoidance/ http://e-articles.info/e/a/title/Customers-Cost-Avoidance/ Sun, 18 Feb 2007 05:23:25 GMT The customer management of relationships is a combination of processes, people, and technology. Notice that technology is the last of these. Despite the fact that 74 percent of U... by Ruth Lionel http://e-articles.info/e/a/title/The-importance-of-planning-in-customer-management-of-relationships-CMR/ http://e-articles.info/e/a/title/The-importance-of-planning-in-customer-management-of-relationships-CMR/ Thu, 08 Feb 2007 06:31:30 GMT Before starting on the new journey to CMR it will be a helpful exercise to review some of the causes of companies' failures to achieve benefits from existing CRM initiatives. Though the goal of the new CMR takes relationship building to a new level, the process relies on many of the same disciplines required for the old CRM, and we can learn a lot from past failures. Too often executives want these initiatives deployed quickly and broadly because they want to see a prompt return on their investment... by Ruth Lionel http://e-articles.info/e/a/title/Common-causes-why-CMR-fails/ http://e-articles.info/e/a/title/Common-causes-why-CMR-fails/ Wed, 07 Feb 2007 07:39:35 GMT One reason CRM practice is at a standstill and why so many companies are failing to see a return on their CRM investment is that, because of its celebrity, the label “CRM” has been loosely (and often incorrectly) applied to anything that suggests customer-centricity. It is almost impossible to hear a common definition of CRM from industry experts, even among executives within the same company. Some think CRM is a matter of technology... by Ruth Lionel http://e-articles.info/e/a/title/Is-CRM-really-about-the-customer/ http://e-articles.info/e/a/title/Is-CRM-really-about-the-customer/ Fri, 02 Feb 2007 08:47:40 GMT Customers have shown they don’t want to be hunted like prey. They don’t want to be managed; they just want companies to make their lives easier and less stressful. They’re not removing their names from mailing lists for defensive reasons... by Ruth Lionel http://e-articles.info/e/a/title/Differences-between-CMR-and-CRM/ http://e-articles.info/e/a/title/Differences-between-CMR-and-CRM/ Sat, 27 Jan 2007 09:55:45 GMT As obvious as it may seem, and as important as it is, it is surprising how few companies take customer opinion into account. Jupiter Media Metrix noted this lack of interest in their "Understanding Customer Loyalty" report: Customer loyalty, as many companies currently define it, is a flawed metric: It relies only on easy-to-grasp monetary data such as customers' spending habits and order values. Because most businesses focus on these quantitative measures to identify loyal customers, they too often identify only high-transaction customers as loyal ones... by Lessie Koegel http://e-articles.info/e/a/title/Measuring-Customer-Satisfaction/ http://e-articles.info/e/a/title/Measuring-Customer-Satisfaction/ Wed, 24 Jan 2007 10:23:50 GMT Companies in almost every industry are trying to use customer information to manage relationships. The proliferation of loyalty programs is one example. More recently the ease of customer communication through the use of e-mail has spawned a torrent of attempts to develop what some marketers consider CRM dialog... by Ruth Lionel http://e-articles.info/e/a/title/A-look-at-CRM-initiatives-and-examples/ http://e-articles.info/e/a/title/A-look-at-CRM-initiatives-and-examples/ Mon, 22 Jan 2007 11:31:55 GMT Corporate boards have been swept away with enthusiasm for CRM because customer relationship management appeared to meet three of business’s fundamental needs: Understanding customers’ buying behavior for better targeting of offers Spreading customer information across the enterprise to allow customer-facing personnel to be more efficient Creating greater operational efficiency to reduce expense CRM still meets the three fundamental needs listed above, but the model has lost its luster. Companies that have failed to achieve benefits from CRM are beginning to realize their efforts have failed to meet the fundamental needs of the customer. David Bradshaw, an analyst at Ovum, likens CRM to a fashion industry... by Ruth Lionel http://e-articles.info/e/a/title/The-Updated-CRM-Concept/ http://e-articles.info/e/a/title/The-Updated-CRM-Concept/ Fri, 19 Jan 2007 12:39:15 GMT Your questions can lead you down only one of two paths. The first is a high-return, fast-paced path. It uncovers unknowns of customers' goals, filters, measurable benefits, and SOEs... by Patricia Terrone http://e-articles.info/e/a/title/Active-Questioning-~-tactics-strategies-and-examples/ http://e-articles.info/e/a/title/Active-Questioning-~-tactics-strategies-and-examples/ Wed, 10 Jan 2007 13:47:20 GMT Your most powerful selling tools involve four types of questions: dialoguing, qualifying, clarifying, and verifying. The last three make customers' responses progress from vague to clearer to measurable. You end up exactly where you and your customers need to be—with measurable goals and filters... by Patricia Terrone http://e-articles.info/e/a/title/The-four-types-of-questions-when-dealing-with-customers/ http://e-articles.info/e/a/title/The-four-types-of-questions-when-dealing-with-customers/ Wed, 10 Jan 2007 14:55:25 GMT Each of these four dates provides you with insight into a customer's sense of urgency to achieve his or her goals. You should ask the dates in the following chronological order for these reasons: Complete dates are when customers want to finish achieving their goals. Once you know the customer's targeted completion date, ask him or her when to begin... by Patricia Terrone http://e-articles.info/e/a/title/Complete-Star-Budget-and-Decision-Dates/ http://e-articles.info/e/a/title/Complete-Star-Budget-and-Decision-Dates/ Tue, 09 Jan 2007 15:23:30 GMT The three types of customers will not surprise you; their classifications are almost self-explanatory. Whether a customer is positive, neutral, or negative influences his or her willingness to share specifics of goals and filters. Positive Customers They are your long-term and loyal customers with whom you practice relationship selling... by Patricia Terrone http://e-articles.info/e/a/title/The-three-types-of-customers-when-sharing-specifics-of-goals-and-filters/ http://e-articles.info/e/a/title/The-three-types-of-customers-when-sharing-specifics-of-goals-and-filters/ Mon, 08 Jan 2007 16:31:35 GMT The results of ignoring customer intelligence and relying solely on customer data have been compared by one writer to steering a tanker by observing its wake. That’s what CRM practitioners have been doing for years, and it has often created problems. CRMGuru... by Ruth Lionel http://e-articles.info/e/a/title/Asking-the-Right-Questions-in-CRM/ http://e-articles.info/e/a/title/Asking-the-Right-Questions-in-CRM/ Mon, 08 Jan 2007 17:39:40 GMT To enhance our understanding and comprehension of customer, I offer Webster's definition as a logical starting point: 1) a person who buys, especially on a regular basis; 2) a person with whom one must deal. At the end of the day customers are the sole provider of every business—the revenue stream that pays for everything else. You can have the best product, the best accountant, the best management, and so on, but you have nothing without a revenue stream... by Lenon Dave http://e-articles.info/e/a/title/What-Is-a-Customer.-Six-Types-of-Customers/ http://e-articles.info/e/a/title/What-Is-a-Customer.-Six-Types-of-Customers/ Mon, 01 Jan 2007 18:47:45 GMT A great solution is when the customer gets outstanding value, the solution does not use up lots of their resources (which these days are always thin), and we all deliver on time. It all comes down to implementation. Do you make it easy for the customer, or is it a challenge for them to implement with you? Do they get real financial value, and how much value do they get out of it, and what is the X factor? Can we actually deliver something to them quickly, so that once they make a decision they can actually get excited and get going with it? So first is how hard is it for them? Good solutions can sometimes take a while; great solutions implement easily – it’s not a real challenge for them to do so... by Tim Goran http://e-articles.info/e/a/title/The-Difference-Between-Good-and-Great-Solutions/ http://e-articles.info/e/a/title/The-Difference-Between-Good-and-Great-Solutions/ Sun, 24 Dec 2006 19:55:50 GMT You also deal with customers who have only specific needs and products in mind. A customer might think she is satisfying her specific needs and that buying those specific products are her goals. They are not... by Patricia Terrone http://e-articles.info/e/a/title/How-to-deal-with-customers-who-equate-needs-with-goals/ http://e-articles.info/e/a/title/How-to-deal-with-customers-who-equate-needs-with-goals/ Mon, 04 Dec 2006 20:23:55 GMT When customers qualify themselves, you ask them to share information. Sometimes, they consider this information confidential. For instance, customers often consider topics such as funding and their roles in the decision-making process to be private information... by Patricia Terrone http://e-articles.info/e/a/title/How-to-Motivate-Customers-to-Share-Information/ http://e-articles.info/e/a/title/How-to-Motivate-Customers-to-Share-Information/ Wed, 15 Nov 2006 21:31:15 GMT Not all companies review credit in exactly the same manner. Depending on the nature of the business, the corporate culture, the resources devoted to the credit review process, and the amount of credit granted with open terms, companies set credit review guidelines. The range of what is done is quite wide... by Justin Norris http://e-articles.info/e/a/title/How-Different-Companies-Review-New-Accounts-and-existing-Customers-Accounts/ http://e-articles.info/e/a/title/How-Different-Companies-Review-New-Accounts-and-existing-Customers-Accounts/ Wed, 01 Nov 2006 22:39:20 GMT You let customers know how well you understand their business by the questions you ask. When you recite large amounts of technical facts about your products, you reflect only how well you understand your products. Nevertheless, a common myth prevails among salespeople that product experts are customer experts... by Patricia Terrone http://e-articles.info/e/a/title/Business-questions-Not-product-statements-Demonstrate-expertise/ http://e-articles.info/e/a/title/Business-questions-Not-product-statements-Demonstrate-expertise/ Wed, 13 Sep 2006 23:47:25 GMT In account management, you protect and grow your base of positive customers. You count on their untapped opportunities to grow your sales production at a faster rate than their market segments (or, at least, your sales quotas) grow. You concentrate on ensuring that their goals, filters, and systems of evaluations still favor your company... by Patricia Terrone http://e-articles.info/e/a/title/Account-Management/ http://e-articles.info/e/a/title/Account-Management/ Wed, 30 Aug 2006 01:55:30 GMT The structure of explaining highlights the difference between the benefits of goals and the benefits of features. Start your explanations with customers' goals and they will value them more as they listen to how you connect features to them. Avoid leading with the features of products and making customers wait as you work your way back to their goals... by Patricia Terrone http://e-articles.info/e/a/title/The-Verbal-Structure-and-Tactics-of-Explaining-to-Customers/ http://e-articles.info/e/a/title/The-Verbal-Structure-and-Tactics-of-Explaining-to-Customers/ Tue, 29 Aug 2006 02:23:35 GMT Typically, customers buy from two perspectives: Value/quality/solutions: These customers tend to make rational decisions and are concerned about budget, durability, and return on investment for their organizations. Reliability/convenience/image: These customers tend to make emotional decisions and are concerned about low buying risk, trust, and prestige for themselves. The relative importance of each of these factors depends on the individual customer, but one thing is certain: customers must have some degree of excitement (emotion) about your product or service if you are going to make a sale... by Okojie Pedro http://e-articles.info/e/a/title/Why-Do-The-Customers-Buy-~-The-Seven-Keys-for-Customer-Relationships/ http://e-articles.info/e/a/title/Why-Do-The-Customers-Buy-~-The-Seven-Keys-for-Customer-Relationships/ Tue, 22 Aug 2006 03:31:40 GMT For both customers and you, this filter is the single most important piece of information you need to have. It is how you and customers know how they measure the attainment of their goals. You have discussed with customers many details concerning the previous eight filters... by Patricia Terrone http://e-articles.info/e/a/title/Attainment-Measurement/ http://e-articles.info/e/a/title/Attainment-Measurement/ Mon, 21 Aug 2006 04:39:45 GMT If you have a product or service that provides worthwhile benefits, you have an obligation to present it to customers and help them decide whether it is the right solution for them. If you don’t bring the product or service to the attention of a customer who could use it, he or she will have to tolerate problems they could solve. Have you ever been approached by a salesperson with a product you liked, and then not been asked to buy? One survey found that only one in five customers would offer to buy when they weren’t asked... by Okojie Pedro http://e-articles.info/e/a/title/How-to-Help-the-Customer-Make-a-Decision-~-5-Dos-and-5-Donts-of-Selling/ http://e-articles.info/e/a/title/How-to-Help-the-Customer-Make-a-Decision-~-5-Dos-and-5-Donts-of-Selling/ Fri, 18 Aug 2006 05:47:50 GMT Selling is about solving customer problems, whether those are problems they are currently facing or problems they will face as their marketplace evolves and their needs change. When I asked a top sales professional about what he did that allowed him to stand out in his field, he responded very simply, "I solve problems." Simple, but not easy... by Okojie Pedro http://e-articles.info/e/a/title/What-Problems-Do-You-Have-To-Solve-for-Your-Customers/ http://e-articles.info/e/a/title/What-Problems-Do-You-Have-To-Solve-for-Your-Customers/ Sat, 12 Aug 2006 06:55:55 GMT Consistency is firmness of constitution or character. Customers value consistency, even at the expense of higher value. They want to be sure about what they are receiving; they don’t like negative surprises... by Okojie Pedro http://e-articles.info/e/a/title/How-to-Deliver-High-Value-Services-for-Your-Customers/ http://e-articles.info/e/a/title/How-to-Deliver-High-Value-Services-for-Your-Customers/ Sat, 05 Aug 2006 07:23:15 GMT I surveyed sales professionals at a national sales meeting about their experience in developing and maintaining relationships with customers. Here is a compiled and edited summary of their responses. What are the benefits of having a productive business relationship with the customer? They think of you right away when they need help or solutions... by Okojie Pedro http://e-articles.info/e/a/title/Building-Customer-Relationships-as-a-Critical-Part-of-Selling/ http://e-articles.info/e/a/title/Building-Customer-Relationships-as-a-Critical-Part-of-Selling/ Sun, 09 Jul 2006 08:31:20 GMT Customers want good service, but they complain of getting poor value for their money, unfriendliness, inefficiency, etc. Only by providing customer-oriented service will a company get its customers to perceive a service they would normally take for granted as something special. This gives a company several decisive advantages: The customer sees the price–performance ratio as positive... by Elikhan Dromeda http://e-articles.info/e/a/title/Seeing-things-through-the-eyes-of-your-customers/ http://e-articles.info/e/a/title/Seeing-things-through-the-eyes-of-your-customers/ Thu, 01 Jan 1970 09:39:25 GMT Amazing your customers requires careful timing. You want the positive effect for your customer to be as lasting as possible. So the question is: what is the best time to stage your little surprise? For example, while talking to one of your customers, you hear that he is to deliver an important speech before an audience of clients... by Elikhan Dromeda http://e-articles.info/e/a/title/Amazing-your-customers-requires-careful-timing/ http://e-articles.info/e/a/title/Amazing-your-customers-requires-careful-timing/ Thu, 01 Jan 1970 10:47:30 GMT Where’s your courage? If there is one thing we lack today, it is courage. And when I say courage, I am not talking about performing a tightrope act without a safety net or skydiving. I mean the courage we all need in everyday business life, the courage to be different and to stand out from the rest of the field... by Lessie Koegel http://e-articles.info/e/a/title/Courage-goodwill-and-consistency-when-dealing-with-customers/ http://e-articles.info/e/a/title/Courage-goodwill-and-consistency-when-dealing-with-customers/ Thu, 01 Jan 1970 11:55:35 GMT