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Stop Visiting Your Customers: Leveraging Sales 2.0 For Increased Customer Engagement
Forward-thinking companies are asking their sales representatives to stop visiting all but their most strategic and profitable prospects and customers. Why? They are embracing Sales 2.0—a more efficient and effective way to sell using innovative sales practices and technology. As a result, they’ve dramatically reduced their cost of sales, improved sales productivity and increased revenue.The Art....more |
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Author: Anneke Seley Tags: sales 2.0 | saas | CRM |
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It's About Time: Increasing Customer Engagement Through Sales 2.0
“2.0” has gone mainstream. A little more than a year ago, while I was in New York to present my proposal for a book on Sales 2.0 to my publisher, I realized the 2.0 naming convention was here to stay. When I picked up the morning newspaper, I saw The New York Times had published an article titled "Food 2.0," describing how innovative chefs are using chemistry to transform their dishe....more |
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Author: Anneke Seley Tags: sales | sales 2.0 | field sales |
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Next Generation Call Center Technology For the Next Generation of Purchasers
In New York City, the streets are always bustling with multi-taskers—they are eating and walking, texting and walking and reading and walking. It’s not a rare day that I hear someone walking in the street on the phone with customer service—New Yorkers are loud as it is, but their voices are earsplitting when they are screaming into their phone: “AGENT, AGENT, AGENT!” Fo....more |
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Author: Blake Landau Tags: IVR | call center technology | Fonolo |
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Surveys Produce Jaw-Dropping Gains in Knowledge and Service Worker Productivity!
In knowledge work and in most customer service work, productivity improvement requires the elimination of whatever activities do not contribute to performance. Non-productive activities sidetrack and divert from performance. Eliminating such work may be the single biggest step towards greater productivity in both knowledge work. Generally speaking, most problems can be converted into opportunities. That'....more |
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Author: From the editorial staff at e-BIM Tags: customer management | Drucker | knowledge work |
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Call Center Mythbusters, A Trilogy: Part 3: Measures, Analysis, ManagementNot since the days of Charles Dickens have we seen the likes of call centers and the “command and control” style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time |
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call center
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systems thinking
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call center management
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A Brief Primer on C-sat and E-sat Measurement
So many contact centers talk about how important their customers and agents are, but often end up unwittingly frustrating and losing hordes of each. One of the key reasons for this is that few centers have in place a proper customer satisfaction (C-sat) or employee satisfaction (E-sat) measurement process. They assume that if the center has yet to receive any ticking packages, then customers must be deli....more |
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Author: Tags: E-sat measurement | C-sat measurement | customer response |
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Customer Surveys in the Experience Economy: A Global Perspective
Reevaluating Customer SatisfactionCustomer satisfaction is always supremely important. We knew this fact for centuries; however, in these times every company is revisiting customer satisfaction with heaps of data and quite a few microscopes.Suddenly everyone is talking about customer satisfaction not only to provide a great product or service but to utilize the insights from customer satisfaction results to....more |
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Author: Tahir Khan Tags: measurement | measure | customer satisfaction |
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The Mouse Cages the Customer With Entrapping Call Center Technology
Don’t get me wrong, I visit “the House the Mouse built” at least once every year. I’m a loyal customer. This time of year I attend the Food and Wine Festival at EPCOT (Experimental Prototype Community of Tomorrow) as it coincides with my wedding anniversary. I make my reservations through the Disney World Central Reservations line. This time however I got a bit of a surprise.....more |
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Author: Tripp Babbitt Tags: interactive voice response | Disney IVR | customer |
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Do you perceive call center training as valuable? Why?
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training
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value
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