Posted November 13th, 2008 by admin
When making your living in the sales industry, and working with people, it is important to not only get your point across verbally, but you want to allow for your body language to send a clear message as well. Your body language consists of many key ingredients, but here are the five that are considered to be the most important, along with a description and a few tips to improve your skills.
1. Eye Contact
When you are speaking with a customer, or potential customer, look them in the eye, it will show that you are a confident person, and that you are confident in the product you are selling.
2. Hand Shake
When you shake someone’s hand, grasp it firmly, and give no less than three good pumps. This will once again give your customer the indication that you are a confident person, and that you are genuinely glad to meet them, or see them.
A limp hand shake, better known as the “dead fish” is a way of telling your customer that you are not interested, it is a major turn off!
3. Appearance
Appearance is key, and many studies have confirmed this. People prefer to deal with sales people who present themselves well in appearance. The mind set of the customer is, if this person doesn’t take care of himself, how can I expect them to take care of me?
Would you buy a food product, or utensil off of a person with grimy fingernails? It sounds kind of harsh, but it is the truth.
4. Smiling
Smiling, the easiest thing to do in the world! Smiling is contagious, and it puts your customer at ease, and puts a nice upbeat inflection in your voice.
5. Good Posture
Good posture also shows the customer that you have confidence in yourself and the products that you sell. It also speaks volumes about your personality. Anything less, such as slouching, makes you look like a slacker, and will give your customer the indication that you don’t believe in your product, and that you would prefer to be somewhere else, and doing something else.
These are the five main ingredients to having good body language, and it isn’t very hard to master these skills. In fact you can practice on your friends and family without them even knowing it. Once you master these skills, they will begin to come effortlessly, and before you know it, they will be second nature to you, and your sales will ultimately increase. Good Luck!
Article by Jay Conners of CallProspect.com
Posted November 13th, 2008 by admin
I do not advocate cold calling in High Probability Selling. However, cold calling is necessary at times. You do need prospective clients and customers. If you don’t have a customer list from which to solicit referrals, and you also lack an advertising/marketing budget, cold-calling to a highly targeted list is the fastest route to finding High Probability Prospects.
A High Probability Prospect is one who wants, needs, can afford and is ready to buy your product or service, now. Those who only want, need, and can afford, but are not ready to buy now, are prospects that you’ll continue to contact in the future.
How does Cold Calling fit into High Probability Prospecting?
When you start to call your list, initial contacts will be cold calls: Only first-time calls are cold calls in High Probability Prospecting. A truly effective prospecting campaign requires that you call the same list every 3 to 4 weeks, so after a short period of time, most of your calls will be warm calls. A higher percentage of the people on your list will
say “Yes” to your prospecting offer with each successive call.
5 Simple rules for maximum effectiveness and maximum efficiency:
1. Don’t repeat the same prospecting offer more frequently than every third call.
2. Your offer must be no longer than 45 words, describing your product/service and mentioning two if its features.
3. Your prospecting offer must clearly request a “Yes” or “No” answer.
4. When prospects say “No,” you say, “Okay, good-bye.”
5. When prospects say “Yes,” you say, “Why?”
With practice, you should be able to make at least 50 dials per hour. You’ll find an increasing number of High Probability Prospects with each pass through your list. You’ll be on your way to making appointments with people who are ready to buy what you’re selling right now. High Probability Prospecting won’t eliminate cold-calling entirely. You will, however, be making relatively fewer Cold Calls. You’ll also eliminate most of the Rejection associated with cold-calling.
Article by Jacques Werth HighProbSell.com.
Posted November 13th, 2008 by admin
The secret is in the “QUALIFYING”. There is no magic to closing the sale. You don’t have to memorize “hokie” closes or trick someone into buying your product or service. The most important step in the selling process is to ask great questions.
Customers DO NOT buy products or services you are selling. What they buy is what they believe the product or service will do for them. Sell the customer what he or she WANTS not what you have. The most effective way to do this is by asking specific key questions to better understand what is important to the customer. This approach positions you to better understand their specific needs or wants.
EXAMPLE: Lets assume YOU, the sales rep, are trying to sell me, the customer, steaks. However, you’ve never met me before and you know nothing about me. You proceed to sell me on how great the steaks taste, how lean they are, how you have a great deal on pricing, etc. The one key question you failed to ask prior to selling me these great tasting steaks was: “Do you EAT steaks?” You couldn’t have known this because you don’t know me - but I’m a vegetarian and I don’t eat any type of red meat. What are the chances of succeeding at selling me steak?
Now lets take the same scenario this time you ask me: “Teri, how often do you eat steak?”
My response: “Never!”
Your response: “Why Not?”
My response: “I’m a vegetarian.”
Your response: “What types of foods do you eat on a regular basis.”
My response: “Lots of fruits and vegetables.”
If you sell fruits and vegetables, at that point you might introduce me to the quality, taste, and affordability of your produce. On the other hand, if you only sell meat you might try getting a referral by asking me who I know that does eat meat/steaks and would be interested in learning more about “our quality and affordable meat products”.
This approach will not only guarantee a positive experience for both you and the customer but could also result in purchases of another type or referral or both. Nothing generates more sales than a customer who feels understood. Ask great questions!
Article by Teri Samuels of UnitedSalesTraining.com.
Posted November 13th, 2008 by admin
The customers you already have could be your biggest lead source, and you may not even realize it. Think about it this way, every customer you have, most likely has brothers, sisters, parents, cousins, and friends, so why not tap into it.
Here are a few ideas to draw leads out of your current customers.
1. Whenever you come in contact with one of your customers, give them two of your business cards, and tell them directly that one is for them and the other is so they can refer someone to you. Send them greeting cards on their birthday and on holidays with the same approach, this will keep you in their thoughts and they will be happy you were thinking of them.
2. Once you have closed the sale with a new customer, be sure to send them a thank you to let them know how grateful you are for their business. However, don’t send it to their home, send it to their place of employment. By sending it to their place of employment, all of their co-workers will want to know who sent it and why. So now your customer will be forced to tell all of his co-workers all about you! And don’t forget the business cards.
3. Every three months designate some time out of your evening, lets say about an hour or so. Put together a list of customers names that have become new to you in the last three months. Give them a follow up call to see how everything is going, and if they have any questions you could possibly answer for them. While you have them on the phone, inform them of the second reason you are calling, and that would be to see if they had anybody in mind that they could refer to you.
If they say no, than thank them and tell them to have a good evening. Don’t say things like “are you sure?” Or “would you like to think about it?” Just thank them and hang up.
Believe me, this technique works, for every twenty customers you call, at least one will refer someone to you. Your current customers are by far one of your greatest referral sources, so don’t think of them as statistics only, go after more of their business, and that of their friends and family.
Article by Jay Conners of CallProspect.com.
Posted November 13th, 2008 by admin
Every day in sales and business is critical. That lead you receive today, could very well be in the hands of your competition tomorrow. That is why I can’t stress enough the importance of taking full advantage of your leads once you receive them. Leads are not meant to sit around pinned onto bulletin boards, or placed in a tickler file. They are meant to be acted on. The thought process of the customer is to shop around for a product or service, so they have put the word on the street that they are on the market for a particular product.
If someone within your professional circle gives you a qualified lead, it is highly reasonable that the customer on this lead has made several people aware of their interests in a product or service. Which would mean that their name and phone number is being passed around in more than one professional circle. The timing on a lead is so important, the moment you receive the lead, pick up the phone and make contact with that person.
By not acting on a lead, you have two things working against you. One, you are allowing for your competition to get the jump on you. And two, you are giving your potential customer an opportunity to seek out somebody else to provide them with the product or service they are looking for.
I once worked with a guy when I was in the banking industry. He belonged to a few networking groups, and when he received a lead at one of his weekly meetings, he would come back to the office, pin the lead onto his calendar and let it sit there for three to five days.
When he finally got around to calling the name on the lead, he always received the same response. The customers would inform him that they were no longer interested, because they were working with someone else.
He would than hang up the phone and complain that he had the worst luck when it came to leads. I think the message here is clear. This is an example of what not to do with your leads. By letting a hot lead sit around and cool off, you are guaranteed to lose that customer. Keep in mind, when someone gives you a lead, that someone is most likely giving your potential customer feed back. So that potential customer will have your name, and know when the lead was given to you. I don’t think your customer would appreciate a phone call three to five days after you have received their information. Even if they are still on the market for your product, you will not be off to a good start. Leads were meant to be acted on. So the next time you receive one, don’t hesitate, stop what you are doing, and contact that person. Good luck.
Article by Jay Conners of CallProspect.com
Posted November 13th, 2008 by admin
A customer relationship management (CRM) system uses technologically-driven strategies to assess customer needs and buying behavior. This allows businesses to market their products and services more effectively. The ever-increasing level of technology available to a CRM system can, however, provide an overwhelming amount of information to a company, not all of it useful.
Large corporations compile enough data in their ‘data warehouses’ each day to occupy a team of marketing analysts for a lifetime. In fact, ‘data mining,’ a relatively recent term coined by marketers and data analysts, was coined from the attempts to sift sales trends and associations out of the mountainous volume of data constantly pouring into a company.
This information overload has created a need to give useful meaning to data. This is where a CRM system can be essential. A CRM system takes data mining to the next level by focusing on data that will paint the clearest customer portrait possible. If a CRM system works properly, a number of important benefits should result, including:
· Customer retention improvement
· Increase in call center sales conversion rates
· Sales agents are able to more effectively cross-sell products
· Deals close more quickly
· New customer inflow
· Increase in revenue
To get the results listed above, a CRM system must take the name, address, and other important demographic information into account. Moreover, the system must be able to gather information from a wide variety of customer ‘touch points’, or instances of customer contact. These can include faxes, emails, direct mails, personal sales, etc.
The most important function of any CRM system is to provide you with an accurate profile of your customer. If you can identify your customer, you know how to market, where to focus R&D funds, and what kind of potential growth road blocks you can expect.
With all the different options available to businesses wanting to pinpoint customer profiles, how do you know what to look for in a CRM system? With ever more sophisticated technology and techniques available, making this decision can be difficult. Let me share a few CRM system features that will not only help you track customer information, but also help to create new revenue.
Power Dialing
CRM systems equipped with power dialing allow you to significantly increase the number of sales calls made by your outbound call center. Anyone who’s worked in an outbound call center (myself included) will tell you that it’s only a matter of time between two calls that end in a sale. This feature helps you shrink that time dramatically.
Voice Messaging
A CRM system that includes this feature will allow our sales agents to automatically send a pre-recorded sales message to potential customers with the intent of eliciting a return call. By using voice messaging you will be able to multiply your efforts dramatically without paying for additional staff.
Customizable Fax and Email
The ability to customize mass correspondence with potential clients will go a long way toward improving your sales conversion rates. Moreover, the ability to do this quickly will ensure that you don’t miss out on time sensitive sales opportunities.
System Flexibility
Since every business is different, the CRM should be flexible enough to accommodate your business’s particular needs. Make sure that whomever you buy from is willing to work with you until the system is working properly.
With the right CRM system working for you, you can expect a significant increase in ROI.
Article by Cameron Brown of InsideSales.com.
Posted November 13th, 2008 by admin
It’s time to put your trusty CRM software to work; to let it earn its keep. You’re about to blast an email out to several thousand potential customers. First you run a search of people and companies you want to target. You soon realize something’s wrong when your list is far smaller than anticipated. A quick check reveals many profiles have not been filled in or are missing email addresses. Further inspection shows numerous records are incorrect; others are riddled with typos. And that’s just for starters. With a sinking feeling, you realize this email blast isn’t going to happen anytime soon.
Time for some damage control or preventative maintenance.
Fortunately one of the most common reasons cited for the high failure rate of CRM systems - poor data quality - is also one of the easiest to avoid. Your CRM software is only as good as the information it contains. As the old programmers motto goes ‘garbage in, garbage out’. So how can you avoid incomplete, incorrect, irrelevant or out-of-date and generally unfit-for-use data from permeating your CRM software?
You need to gather your key CRM users together and write a standard guideline document, defining the CRM system rules of use.
10 questions that should be addressed:
1. Identify who has what rights to the system; who can Create, Insert, Modify or Delete records? Forward this information to your system administrator to record.
2. Decide on a procedure to check for any duplicates before creating a record. Depending on what ‘de-duping’ or ‘data scrubbing’ features your system has, this might require some simple searches before starting a new record.
3. Do you allow abbreviations or acronyms? For example: IBM, or I.B.M, or International Business Machines Inc. A policy on ensuring consistency of input will help to avoid duplications in future.
4. Are records going to be created in Upper and Lower case and when are CAPS acceptable?
5. By when do you expect records, notes and so on to be created or updated? Same day, on return to the office?
6. Is the primary address of clients to be created as a postal or a physical address?
7. Make sure everyone checks spellings if they are unsure. When in doubt, ask the client or Google it.
8. Make rules for creating new tabs or Custom Objects (as salesforce.com CRM calls them.) Every time a new Custom Object is needed, it should first be approved.
9. Ensure that email addresses are put in correctly. Basic but common mistake!
10. Set up procedures, if not supported by your crm software, of how to create records from inbound emails.
Once your document is finished, get everyone to sign off on it. As standard practice, ensure that document is handed to all new employees at your company.
How do I reinforce this as time goes on?
Try this: select a couple of records - both good and bad - every week, to put on the overhead at staff meetings. Make sure you don’t unduly embarrass anybody but watch this become the light-relief highlight of your meetings! People learn best when having fun!
What if your database is in one unholy mess?
Has the rot set in so deeply that your database needs a complete overhaul? Turn this seemingly insurmountable task into an opportunity to you. This is an excellent excuse to re-establish contact with your clients and let them know you care.
Importantly, help your staff understand what you need from the data to facilitate more accurate marketing and reporting and hence the success of your business and their careers.
By creating a sense of pride and ownership in the company database, you are nurturing the essential process of buy-in, necessary for the success of your CRM initiative. Don’t compromise this critical tool by allowing your CRM software to be infected by inferior data.
Article by David Cowgill of CRM.Blogs.com.
Posted November 13th, 2008 by admin
Customer relationship management (CRM) is one of the most effective tools for improving customer relationships and therefore increasing revenue, customer satisfaction, and customer retention. Unfortunately, some CRM strategies fail. This leaves CRM vendors and their customers baffled, but there a few common reasons why a CRM strategy will fail.
1. Too much focus on the CRM vendor and technology. Some companies get too caught up in having the best possible CRM strategy out there. Some companies want entire call-centers, On-Demand CRM, Web-based, and Blackberry devices which allow their IT people to enter customer information wirelessly. While these technologies are extremely helpful, too much emphasis on them can lead any company astray. It is naturally very important to select the best CRM vendor for your company, but best does not always mean flashiest.
2. Not enough focus on the customer. Companies can focus too much on technology and strategy, and not enough on what is at the core of CRM: the customer. The first letter in CRM stands for “Customer” and so the customer should be first when thinking about any CRM strategy. A call-center can be wonderful if it is customer friendly. However, some call centers are too complicated and alienate the customer from the company. Alienation is the exact opposite of what companies want to achieve when implementing CRM. The real ROI of CRM is found in customer retention and the acquisition of new customers. In order to have success with CRM, a company must work towards building a strong relationship with its customers. CRM is the path through which the customer and the company can understand each other. Focusing on technologies and ignoring the basics of customer service will cause even the most technologically advanced CRM strategy to go wrong.
3. Rushing into CRM adaptation. Sometimes, company presidents get the idea of CRM into their head and decide that their entire company must be CRM-ready as fast as possible. Rushing into CRM is a recipe for disaster. IT workers need to understand the concept of CRM. Someone who understands the importance of CRM will be better suited to deal with customers and reach the company’s goals concerning CRM. Rushing into CRM does not allow ample time for all IT people to be briefed on the basics of CRM and how it will be implemented within the business. Some companies implementing CRM have to create entire departments that never existed before. The greatest care must always be taken when creating an entire new section of a company. CRM should generally be implemented across the entire company. If this is rushed, it can lead to all sorts of compatibility issues, customer confusion, and even employee confusion. Data collected must be viewed across many applications, and ample time must be given for networks to be set up. Companies using CRM technology such as Blackberry devices, or Call-centers must be even more careful when implementing CRM for the first time. Technology is not perfect, and problems can occur at any time. Any company that sends their sales force out into the market with unchecked technology is asking for disaster.
Some say that it is impossible to determine whether CRM is a success or a failure. The true ROI of CRM lies with the customer. A company that avoids the pitfalls of CRM implementation will notice a dramatic increase in customer satisfaction, retention, and acquisition. CRM can help any company significantly if it is used correctly, carefully, but still efficiently. CRM technology can also help companies if it is used thoughtfully and timely. The entire company must be prepared for CRM when it is implemented. A company cannot expect exact numbers immediately after putting CRM into effect. CRM is a long-term strategy that will help achieve long-term goals of a company. Customer focus is essential and will help any CRM strategy to become a success.
Article by Matt Hogansworth of SalesForce.com.
Posted November 13th, 2008 by admin
How many leads have come into your business since the beginning of time that never closed? That is a salient question. Who knows how many, but I bet there are a lot.
Whether a small company or a large one with a sales force, the leads that are always best are the ones that are easy to close. But what about the prospects that were reached but never closed? They are in an abyss - The Unclosed Sales Lead Abyss, technically speaking.
What are you doing to follow up? Are you following up? Do you have a fixed idea in mind about some time frame that those leads then become dead?
What does it cost you to get that lead? Let’s look at a hypothetical analysis:
• Postcard marketing experts will tell you to send out 5000 postcards.
• It costs you $2000.00 to send out those postcards.
• Say you do that and you get 50 calls;
• That is $40.00 per lead.
The Return On Investment (ROI) of this example is as follows…
• You make $2000.00 off of every close.
• You close 20% out of those 50 calls (10 sales).
• You made $10, 000 less the 2G’s for the postcards = $8000.00.
That is decent Return On Investment (ROI), but what about the 40 leads that never closed? That is $1600.00 sitting out there on table, spent with no return.
Now ask yourself, how many of your leads don’t close per month? Take that theoretical situation and multiply $1600 by the other 11 months. That is a chunk of change that you are basically blowing.
Don’t get discouraged. Getting educated in marketing and determining your ROI is a major step in the right direction. Great ROI is what you should be going for, but don’t stop there. There is more to sniff out.
So, what are you doing to get all of those that initially reached for your product or service?
How many phone calls do you make before you decide that a lead is “unclosable” – zero, two, three? Did you leave a message on their voice mail and they didn’t call back so you dropped them?
Most likely a one-man-band or a two to three-person operation is working harder than a sales force in following up on their leads. How many in a sales force are simply cherry picking their leads, so to speak, and not closing or following up with the rest? How many of these dropped leads do you have built up? Can you see the waste?
You need to follow up. Even if you didn’t get the ROI you anticipated or needed, you still need to follow up. But how? More specifically, what kind of campaign should you do to get even more ROI? Good question. Here’s the answer.
First of all, realize that these prospects reached for you, your product or service and you CAN rehabilitate that initial interest. They are much easier to close and more valuable than someone who has never shown interest in your product or service before. Build on that.
You don’t now have to send out a mass mailing of postcards again to revitalize their interest – we’re only talking about 20 to 100 leads that need to be followed up with a catchy message each month.
Yes, they responded to a postcard (if that is what was sent) and will respond again if it is the right communication. The same postcard may work, but what you are trying to do is send repeat communication to those initial “reachers” and word it in such a way that they will want to reach again. Send a direct mail postcard or an email or both – follow up with repeat mailings to that small cluster of people that is a different, more personal communication than what got them to reach the first time.
What would that message be? When you get calls off of your initial mailing, get as much information as possible – cull the data.
Have you ever heard of “Database Marketing” or “CRM” (Customer Relationship Management)? This means getting data about each one of those customers/leads and putting them in a database.
What is it that you need to find out? All kinds of things, such as, but not limited to:
1. How they found out about you in first place?
2. What kind of product they are looking for?
3. Do they have a deadline for that need? (This tells you how hot they are as a lead.)
4. What is going to cause them to purchase or not purchase? Ask!!
5. What makes them want to do business with someone or not? Again – ask!
You can find out all of this information while talking to the person on the phone when that person first calls. The more interested you are in that lead the more they will like you and will want to do business with you. It is not how interesting you are or how low your price is, or how great your company is – it is how much you actually are interested in them. Your initial closing percentage will actually go up and likewise you will have simple information that can be put into a data base (or a simple Excel spreadsheet) about your leads and you’ll be able to find out what is the common denominator about those people. Then do a communication to those people based on those common factors.
By the way – this is what the big companies are doing, they already know about this. If you want to get big – do what the postcard marketing experts are saying and doing.
Take the information that you gathered and send out tiny little mailings. These particular mailings are for different segments of the people that have already reached for your product or service; the message is based on what they have told you.
Wouldn’t it be great if it was really easy to send out a full-color glossy postcard that was specific to that one customer, all from your own computer? Where are you going to get beautiful postcards that have variable data and can get your small mailing out? Usually you have to send out the same piece and order a large quantity – companies have minimums. The reason why they have minimums is because that is the way it is cost effective to sell to you. At this juncture, though, you want to get your mailing out more inexpensively and still get results.
“Variable Data” is data that is printed on a postcard that is variable – it changes from postcard to postcard and can be taken from any database. What if you could put that on the front of a full-color glossy postcard and not have to type a specific letter?
Like “John Murphy, it is time for your dental cleaning” or “John Murphy, how about that pair of sunglasses you wanted?” or of you’re doing mortgages, “John Murphy – what about refinancing that house for Johnny Jr.’s college tuition?”
On the back of the postcard, you could say:
“Dear John,
I understand that you were interested in “product” for the purpose of “purpose”. (It is in the database – fill it in.)
Call me if I can help you make a decision.
Sincerely,
Your name,
Your number and information”
You can find companies that do this. Research on the internet and look for companies that allow you to stay in touch with variable data postcards. Research well and make sure they are going to do a good job for you. Get referrals, check samples – will they give you a chance to try out the product and see their turn-around time?
A final tip is that different people need different amounts of communication. When postcard marketing experts tell you to hit your target list of 5000 postcards over and over again, the reason why some call after just the first time and some others call after the second time and others call after the 5th time, etc., is because people move at different speeds in life and in business.
Now, with those that have called in you have closes that are slam dunks, but others operate differently when it comes to closing. So don’t just waste those leads. Consistently put out your communication in the same way you did with your initial mailings, but with a more personalized message.
That is Database Marketing. That is how you get people to buy from you after they have reached by following up with them enough.
Put in your calendar to make three different follow up phone calls; if you get voice mail then leave a message that really communicates to them. Send a variable data postcard, send an email, but stay in touch. You will be glad you did – in fact you’ll be smiling all the way to the bank.
Article by Joy Gendusa of PostcardMania.com.
Posted November 13th, 2008 by admin
Customer Relationship Management, abbreviated “CRM,” is the term for a business strategy that is designed to improve customer service. CRM is also designed to increase customer satisfaction and gain new customers, thus increasing a business’ revenue. CRM is a term that can be applied to software and an entire business strategy.
How Does CRM Work?
Essentially, CRM works by gathering information about customers and analyzing the information collected. An example of this would be supermarket discount cards (I.E. Kroger Plus Cards, ACME cards, Giant Eagle cards, etc.). When a consumer scans his or her card, and then his or her items, the items that customer bought are entered into a database. This gives businesses an accurate idea of which customers buy what. Businesses then analyze this information. After analyzing the data collected, businesses can adjust their marketing campaigns and increase sales. Customer Relationship Management brings the company closer to the customer. CRM closes a “relationship gap” that can be formed between the business and its customers.
CRM is also useful for customer service. Businesses can use automated CRM applications to analyze customer complaints, or compliments, and change the business processes accordingly. Interestingly enough, CRM products also run many automated call-centers for businesses (I.E. customer service systems). CRM applications and practices are used to make businesses more efficient and improve customer satisfaction.
What Can a Business Gain From Using CRM?
There are many goals that businesses have when implementing CRM techniques and applications. The business wants to improve customer service, which will subsequently improve customer satisfaction. The business also wants to maximize revenue by advertising the right products to the right people. In other words, businesses want to know what customers want. Once a business finds what a customer wants through a CRM method, the business can then provide the customer exactly what he or she desires. This will lead to returning customers, and the gaining of new customers. CRM processes also are designed to monitor all of the contact between customers and companies. Maintaining a positive relationship with one’s customers is an essential element in business. Well-rounded CRM works to ensure that this element exists.
CRM Applications
CRM applications are applications that run on the same principals as Microsoft Word and Excel. There are many values that can be filled in. Once these values are filled in, the data needs to be analyzed and interpreted. A major advance in CRM application technology is the invention of applications, which can collect data, and analyze it at the same time. This new technology will make CRM even more effective and efficient.
Conclusion
For any business, successful Customer Relationship Management navigation is becoming increasingly important in today’s competitive business world. Customer expectations are always increasing, and business services must increase along with these expectations. CRM is the method through which businesses can connect with their customers and therefore serve them better. Businesses with successful CRM strategy and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business.
Article by Scott Hawksworth of CRMBlog.org.