The customer is always right. Max Effgen, April 7, 2009 It is not whether the customer is right or wrong. It is that every contact with a customer is an opportunity to improve business results and the relationship. To borrow from Steve Yastrow: Is it a slap or a kiss? Are the contacts with the client and customer relationship-building or… Continue Reading
People always prefer talking to people… Max Effgen, April 7, 2009 This is another “myth” that I find puzzling and is just not sound business. Phone calls are more costly than other methods of incident resolution. Plain and simple fact. Most serivce centers have to find ways to scale without increasing headout (i.e. Productivity gains). There are many companies that are… Continue Reading
If you answer the phone the quickest… Max Effgen, April 6, 2009 …that alone is the key to success. I am not sure how this is a service myth for success. Everyone likes a prompt phone answer, but in this day and age that is not always practical. It can even be turned on its head. A client had an issue with… Continue Reading
Wine Max Effgen, April 4, 2009 I am not an oenophile, but I do enjoy a nice wine. Here is a recent discovery that is more than affordable and very good for the sub-$6 price. 2006 Two Vines Cabernet Sauvignon Cheers! Continue Reading
Always exceed customer expectations Max Effgen, April 1, 2009 One of the biggest challenges for sales and service is customer expectations. The needs, wants, and preconceived ideas that a customer has for your product can skew the service experience. These days a disappointed customer can put a poor service experience out to the world instantaneously. Customer expectations start with… Continue Reading
Ten Service Myths Max Effgen, April 1, 2009 Another useful post from Destination CRM Blog. 10 Service Myths 1. Always exceed customer expectations. 2. If you answer the phone the quickest, that alone is the key to success. 3. People always prefer talking to people. 4. The customer is always right. 5. If complaints are down, customer service… Continue Reading
Keep It Simple… Max Effgen, March 29, 2009 Sales usage and/ or compliance of a CRM system can vary widely for many reasons. Some sales talent believe that they personally own the account contacts and are a conduit to the relationship. Some posture and pontificate on compliance and then do not lead by example. Some just don’t like… Continue Reading
Online reads: Michael Lewis Max Effgen, March 25, 2009 Michael Lewis is the fantastic author or Liar’s Poker and Moneyball. His books transcend the subject and offer lessons in innovation, management and leadership. Here are two online reads of his that I have recently enjoyed: Coach Leach Goes Deep, Very Deep and The No-Stats All-Star Continue Reading
SLA in the Cloud Max Effgen, March 24, 2009 Service Level Agreements (SLA) are nothing new and have existed in information technology for many, many years. Now that the cloud has opened the information utility to everyone, SLAs are out in the open. But what does it really mean? It is not like you have a meter or a… Continue Reading
Sales Pipeline process changes… Max Effgen, March 22, 2009 In my experience, pipeline/forecast is one area of a CRM system that seems to change frequently. I have seen this both from the consulting side and as a user. Not going to comment on whether it is right or wrong, just that it happens, often, as a matter of fact… Continue Reading