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Developing a customer service program

Developing a customer service program Excellence in customer service is the differentiator that creates a strong reputation for an organisation in today's market place, and is the basis of success for all organisations. It is a measure of whether your organisation is one where people want to work, investors want to invest, and from which customers want to buy. Customer service definition Customer…


The importance of exceeding customer expectations

The importance of exceeding customer expectations Customer service has never been so important, yet many firms seem to have lost sight of their customers' needs, argues customer service consultant Derek Bishop Efficiency is a huge challenge for businesses. However, the drive for efficiency can jeopardise good customer service. In the pursuit of keeping costs as low as possible, many businesses…


How to turn good service into more sales

How to turn good service into more sales Cross-selling and upselling can make a huge difference to your sales figures. Derek Bishop, managing director of Abeo Consulting, explains how customer service plays an important role in making more sales Ask the right questions The problem with many cross-sell or upsell conversations is that they are too artificial - the sales person may be following a script…


How to deliver first-class customer service

How to deliver first-class customer service Customers are the lifeblood of any business, so treating them well should always be a priority. By regularly exceeding expectations, you can boost customer satisfaction and retention. Why not encourage them to become a brand ambassador? you can go beyond your customers’ expectations. Exceeding customer expectations should start at the enquiry stage…


Top 10 Skills Needed for Marketing

Top 10 Skills Needed for Marketing Like many careers, marketing careers require you to have a variety of skills that not every person has. You can see these skills come out when watching a great marketer, but how do you know what you need to be successful in marketing. These are the skills needed for marketing: 1. Good Writer An underrated part of the job for marketers is good writing. If you knew…


What is Telemarketing?

What is Telemarketing? telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing. Telephonists The…


Customer needs
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Customer needs

Customer needs Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think, and feel about a company and/or its products is a key aspect of business success. Attitudes are shaped by experience of the product, the opinions of friends, direct dealings with the company, and the advertising and other representations of the company.…


Five Functions That Illustrate the Importance of Marketing

Five Functions That Illustrate the Importance of Marketing Marketing is an important concept in business and one that several business functions are affected by. The importance of marketing is always increasing. Marketing is perhaps the most important component in determining a business’ profitability and success. There are five functions that clearly illustrate the importance of marketing in…


Customer Importance in Marketing

Customer Importance in Marketing A business can never place too much emphasis on its customers. The customer is the foundation of any business' success. One of the primary goals of any marketing strategy should be to identify and meet the needs of the consumer. Considering customer importance at all stages of the marketing process helps your company to ensure greater customer satisfaction and…


SugarCRM
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SugarCRM

SugarCRM SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solution—helping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire…


CRM for Small Business Key Concepts When you build your competitive positioning and brand strategies, you may decide that you need a system that helps you better manage your customer relationships and information, driving you to look at CRM. You may also decide to evaluate CRM after developing marketing campaigns or a marketing plan that will require better lead capture, reporting and other marketing…


The Top 10 Open Source CRM Systems Open source Customer Relationship Management (CRM) systems have a lot going for them: they're often less expensive, are more easily modified if you have an open-source-savvy IT staff, and if you lack that staff you can find developers readily and often at a less costly rate than for commercial or proprietary CRM applications. Open source CRM isn't for everyone,…


Open Source CRM Software Systems Open Source CRM systems are proliferating in part because these business software applications provide companies with choices outside of the traditional commercial CRM programs such as SAP, Oracle, Microsoft or Salesforce.com. For companies seeking increased software technology control to satisfy challenging industry requirements, unique business processes, complex…


CRM software affects the operations of your company When buying CRM Software you have the option to purchase a program that is hosted on your own server or cloud-based. Both have great advantages and can provide unlimited access of users and the number of customer accounts. Several CRM programs have mobile capabilities, so you can access important client information on the go. Here are a few other…


Evaluating CRM effectiveness Realizing the investment towards any CRM initiative, it is crucial to all businesses to have a CRM evaluation method or CRM metrics in place. The prime concern of a CRM system is to improve relationship with customers and generate higher revenue. Therefore, it is necessary to identify if your CRM is to track the efficiency of sales and marketing team or is it to build…


Business Challenges and CRM Related Benefits by Your Role and Responsibilities Business Challenges - Sales Management Too many systems to give a true picture of customer/accounts to gain a complete view of sales performance and pipeline Consistently deliver an accurate pipeline and forecasting Adoption in the front-office and with the mobile workforce CRM Benefits - Sales Management Make…


Business Issues Solved with CRM Running a business is more challenging that ever today, particularly for mid-sized and small companies. New customer are exclusive; profits are under pressure; and your competition seems to be one step ahead of you all the time.  You need a step-up-change; and you need it yesterday... Not Knowing Where My Business Stands Too long to produce reports on key business…


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Social network

Social network A social network is a social structure made up of a set of social actors (such as individuals or organizations) and a set of the dyadic ties between these actors. The social network perspective provides a set of methods for analyzing the structure of whole social entities as well as a variety of theories explaining the patterns observed in these structures. The study of these structures…


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Social relation

Social relation In social science, a social relation or social interaction is any relationship between two or more individuals. Social relations derived from individual agency form the basis of social structure and the basic object for analysis by social scientists. Forms of relation and interaction Forms of relation and interaction in sociology and anthropology may be described as follows: first…


Real Estate CRM Software CRM software for the real estate industry manages client data, tracks interactions and automates workflows. This increases efficiency and organization and enables buying and selling agents to close more deals, faster. A homebuyer fills out an online form requesting to see a property listed on your website. With a real estate CRM system, this lead might show up in the user…


Insurance CRM Software Insurance is one of the most complex financial services products, where the strength and depth of the customer relationship determines the success or failure of sales efforts. Customers need guidance and reassurance from someone they trust. Customer relationship management (CRM) software for insurance companies is designed to automate and simplify the entire insurance workflow.…


Customer relationship management

Customer relationship management Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that…


An Overview of Customer Relationship Management

An Overview of Customer Relationship Management   CRM is a highly fragmented environment and has come to mean different things to different people McKie (2000). One view of CRM is the utilisation of customer related information or knowledge to deliver relevant products or services to customers Levine (2000). Whilst such definitions are widespread they tend to offer a narrow insight into the goals…