Archive For May 2014
According to the U.S. Chamber of Commerce and U.S. Small Business Association, it costs five to seven times more to gain a new customer than retaining your existing clients. Your customers are more profitable when they stay with you for a long period of time. Research shows that clients leave for three reasons: they are not pleased with your service, they are unhappy with your product, and they prefer your competitor. You need to prevent your customers from experiencing this. read more »
Mobile Customer Relationship Management, or Mobile CRM, is still relatively new. A form of CRM that is optimized for mobile use, Mobile CRM is believed to be most beneficial to employees or field agents who provide sales support services for your company. With mobile devices becoming a game changer in many businesses, it’s inevitable that they become an integral part of your employees’ work tools. CRM at the palm of your hands is every sales person’s dream, which is the read more »
If you’re a business owner or an executive, you know that certain processes work for an extended period of time while others need constant upgrading. Same goes for CRM systems. It’s crucial to evaluate your current CRM program because this directly affects your customers. It helps you respond to client concerns more efficiently. Implementing the upgrade is relatively easy given the technology and experts available at your disposal. The key here is timing because you can’t upgrade too often as read more »
Customer lifetime value (CLV) is the monetary value of your customers in relation to your relationship with them. It’s the net profit they bring in to your company showing how much they’re worth over a certain period of time. Business owners and marketers need to look at CLV now more than ever because it takes into account future cash flows from existing customers. It’s easy to get caught up with sales figures and completely overlook the people who gave those read more »
Every industry puts high value on its customer service. Excellence in this area easily translates to good sales and business growth. On the other hand, if you fail in customer care, your brand image will suffer along with your image. Knowing how to nurture relationships with your clients is vital to your success. Your customers drive revenue to your company, and without them, no one will patronize your product. A study done by Genesys Global Survey showed that poor customer read more »
Your back office team shoulders a lot of workload for your company. They often take on the repetitive tasks that help you function effectively as an organization. Back office services often involve administrative, accounting, human resources, and marketing. There will be times when the same daily tasks can wear your people down and you’ll see their productivity go stagnant, or worse, decline. Today we’ll look at a combination of online tools that you can leverage to increase the productivity of read more »
Every department in your company has room to grow. Your helpdesk is no exception. This service-oriented department needs constant improvement because it’s one of your main connections to your customers. Helpdesk services define how much you value your clients’ opinions. The way they respond to their inquiries and complaints show the lengths you will go to achieve customer satisfaction. Thus, it’s crucial that you look for ways to make your helpdesk better. Here are five simple things you can start read more »
Helpdesk services are one of the best ways you can connect to your customers by attending to their needs. It’s also an effective channel to measure customer satisfaction. Business owners recognize that customer experience doesn’t begin and end in the selling area; it involves every aspect of your business that touches on customer interaction. To measure this in the context of helpdesk, you need to look at the following areas. Ticket Count Helpdesk is measured mainly by tickets or the read more »