Customer Service on social networks

Customer service centres have now elevated the term “customer service” by incorporating technology to provide quicker and more accurate support. Organisations have now use one main interface through which all service agents can respond to tickets conveyed over multiple channels. Recent help forums now integrate social channels into their customer support process, with features that are oriented towards proactively responding to customer enquiries. Here are four ways to optimise customer service when using social media: 1. Friendly and approachable: Customers today prefer ... Read more

5 Dos of Social Selling

Social selling is all about leveraging your social network in order to find the right prospects, build trusted relationships and achieve your sales goals. In order to successfully sell on social networks, you’ll need to know exactly what customers want to see, how and when they want to see it, whilst maintaining a clear direction towards your own social media goals. Here are 5 ways to ensure that all objectives are met when selling on a social platform: 1. Clear and concise ... Read more

How to maintain your Google ranking organically

  Keeping your brand’s website on the first page in Google is not as easy as everyone thinks. SEO (Search Engine Optimisation) is the name given to activity that attempts to improve search engine rankings. Keeping your website’s SEO in line with Google’s requirements will establish your brand as a “guru” and it will increase your visibility in search engine queries. Generating a consistent source of website traffic is the foundation of every online business. If you don’t have visitors coming to your ... Read more

Effective ways to improve your business productivity

Increasing the productivity of your company can improve your bottom-line and help you to weather economic downturns better. Both employees and business owners should take a look at their own work practices in this regard and steps can be put in place to create an environment that both motivates the employees and gives them the necessary tools to succeed. Here are a few tips to look at: Start with yourself There is no better place to start than with your own workday. ... Read more

Why having mobile CRM is so important

Why having mobile CRM is so important It’s no secret that we all love our smartphones. Some of us can recall the days when we used to carry around a Palm Pilot device in addition to our mobile phones so that we could have access to customer information while on the move. Thankfully those days are long gone now that modern smartphones can serve both these purposes, and many more of course. Our trusty Palm Pilots could also only provide us with ... Read more

Training as part of the CRM Implementation process

Training as part of the CRM Implementation process. By Shabana Reddy Don't leave training until the end - training is often considered the last component of an implementation. Training receives the least funding and results in end-users receiving a new application at the last minute. Give your end-users as much time as needed with the new solution before going live--it makes the transition that much easier. Training should begin immediately following integrator and software selection. The sooner training begins, the sooner end-users realize ... Read more

Selecting and Implementing Successful CRM

Selecting and Implementing Successful CRM. By Shabana Reddy. If not chosen or implemented well, a CRM system may feel more like an expensive mistake than a useful tool. A CRM system is a software tool that helps manage interactions with constituents. To be successful, a CRM system must track and report information about the people you engage with in a way that helps you further your goals. For this reason, an organization’s specific needs and workflows must be a critical factor when selecting and ... Read more

CRM and the Social Media platform

CRM and the Social Media platform. By Shabana Reddy Relationship management is entering a 21st-century renaissance. Business is recognizing the value of the human connection. In our business lives, just as in our personal lives, we appreciate and need authentic and relevant connections more than ever. Social media has reawakened us all to these values. Our culture of “social networks” is changing our expectations about the people and companies we engage with. Customers don’t want to be “acquired;” they don’t want to be “managed.” ... Read more

What is CRM?

What is CRM? By Mark Annett. CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability. If customer relationships are the heart of business success, then CRM is the valve that pumps a company's life blood. CRM can brings together information from all data sources within the organisation, as well as from outside if needed, to give one, holistic view of each customer in real time. This allows customer-facing employees, mainly in such areas as sales, marketing ... Read more

Respect leads to good CRM!

Respect leads to good CRM! By Mark Annett. In my youth, which wasn’t too long ago, as a sales intern in a financial services company I vividly remember a training video starring John Cleese. The topic was about respecting the customer, your company and your product at all times. John Cleese hilariously belittled the product, the sales person, the backup, his manager and everyone else he could think of. The upshot of that was that the client cancelled his order because he thought ... Read more
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