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customer relationship management

What is bad customer service really about?

Premise: If you don’t bleed for your employees, don’t expect them to bleed for your customers Many organisations are struggling and failing to get to grips with falling customer service standards within their ranks. They typically seek out customer services training, start another customer relationship management programme and try and force-feed their employees ‘the official customer services manual’. In my opinion, customer service excellence is not an employee problem, but rather a culture disconnect and […]

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Is customer relationship management a footnote in your marketing arsenal?

Customer Relationship Management

People ask me why I’m such a fan of CRM (customer relationship management). Simple. A properly executed CRM strategy leads to repeat business. And, repeat business is more profitable than new business. Selling to existing customers is easier and cheaper than trying to acquire new customers. What helps me focus my mind and efforts on making sure my CRM is up to scratch is a concept called lifetime value. I try and figure out how […]

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Grow sales through successful CRM

Customer Relationship Management Software

In my experience most sales directors are battling and failing to come to grips with the concept of CRM (customer relationship management) and how to make it work properly. They either don’t have a CRM strategy or have a half-baked one that is tottering along. There are many reasons why CRM isn’t working for sales-driven companies. But, I’m only going to unpack one. CRM software! Starting any customer journey with software is one of the […]

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