Your best salespeople Max Effgen, May 7, 2009 I was inspired a recent post on Glassy Eyes about customer service. It is true that, “your customers are your best salespeople — and they PAY you for the privilege!” This holds in every business, not just in the consumer space. Every prospect knows that every salesperson works on commission….
How many channels? Max Effgen, May 6, 2009 Do you know how many different ways your customers connect with you? Really? How many times have you e-mailed the CEO of an organization to express frustration at the service you are receiving? I have done it many times. The great companies get it resolved fast. The not so great…
One metric that “rules them all” Max Effgen, May 5, 2009 In the service side of CRM, there is one metric that “rules them all”. It is “Cost per call”. I have been fortunate to see how many companies and industries approach this number. In this current economy, it may make sense to take a focused, tactical approach to continually improve…
K-F-C Max Effgen, May 1, 2009 I found myself channeling Nicholas Boothman during a recent conversation on CRM: K – Know what you want F – Find out what you are getting C – Change what you do until you get what you want How to Make People Like You in 90 Seconds or Less or…
The importance of training Max Effgen, April 30, 2009December 2, 2013 Training done right can truly impact the ROI of a CRM depolyment. Training done wrong can make a CRM deployment die a slow death. When I am asked about training for CRM, “8 by 11” comes to mind. Training turned an under performing CSR into a rock star. Soon he…
Quick thought: Customer Adoption Max Effgen, April 29, 2009 Nearly every client I have worked with has had concerns and challenges with Customer Adoption. Successful clients care about Customer Adoption. It can deliver real and significant ROI. There is a secret to Customer Adoption. Customers will only adopt if it improves their experience. Think about the customer’s experience. Improve…
Zappos – Great service Max Effgen, April 28, 2009 I have recently been really impressed with Zappos. No it is not the Kiva robots in the warehouse. Although that is very cool. They get “it”. Great customer service. My orders always have shipping upgraded. The shoes always arrive before they are expected. A recent pair of running shoes arrived…
Proactive Customer Care Max Effgen, April 27, 2009 The notion of a proactive customer care has been around for many years and taken many forms from the airline calling about a canceled flight to current SMS alert notifications from any number of devices, products and services. The goal is simple. Customers do not want to have to tell…
Customer Service? Ask a Volunteer Max Effgen, April 26, 2009 Interesting read on customer service. Unboxed – Verizon’s Experiment in Volunteer Customer Service – NYTimes.com
Transaction to Trust Max Effgen, April 23, 2009 Transaction to Trust: The New Era of Customer Service by John Yaggie. Nice quick read that illustrates the “Show the Love” philosophy for customer relationship building and care.