Posts Tagged ‘ relationship building ’

Teleportation of customer data for CRM

CRM is all about matching what is in the head of your customer in your CRM architecture. You need to be able to get to the right customer data when you need it. This could be information regarding quotations, orders, complaints. service outages, moves, contact persons just to name a few. Phew.... I was joking the other day with a friend of mine how great it would be if you could just teleport the information in your customer's head into your own CRM databases. All information about ongoing orders, quotations, previous conversations, the customer's likes and dislikes, his perception of sales conversations, the way he felt when your order was delivered. Just like that. Teleportation of customer data. Break it down on one end, build it back up in the other. Now we all know this is not possible. But it's a good end-point vision. After all, if we had all customer data available at our fingertips, an intelligent conversation with the customer would be relatively easy. There would be opportunity for upsell of other products, there would be opportunity to anticipate the customer's wishes and surprise instead of disappoint. [ READ MORE ]

Are we collecting numbers…. or real people?

We all know that social media is a hot topic. I started out carefully on Linkedin a few years ago, added Facebook, Twitter… and for a while I got into this frenzy of collecting people in my network, friends and followers. Some people I meet take pride in having several thousands of followers on Twitter. Sure, [ READ MORE ]

Come and go with a smile. A pre-condition.

Has it happened to you too recently that you are in shop, restaurant or some other venue and you receive what I call ‘reluctant service‘? That service received from someone whose entire being clearly communicates: ‘I’d rather be at home on the couch in my pyjamas than talking to you, jackass.’ Not that there is anything [ READ MORE ]

Let the facts rule and start ‘Relationskipping’.

The customer is calling the shots. And unless your customer has too much time and/or money, time will be better spent updating on market movements to achieve the ultimate commercial deal. Creating exactly that, the ‘’ultimate commercial deal’ is what businesses should be spending time on instead. Continue to deliver this to your customer , ahead of the competition, combined with a complete 360 degree overview of your customer’s interactions and ongoing business, and you can let the facts speak for themselves so that you can skip investing in the relationship. In such reassuring conditions, you will be able to ’relationskip’. [ READ MORE ]

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