Opinion on Social Media and CRM Max Effgen, May 13, 2009 Social Media has value. The value is in the network effect. It is hard to accept the idea that you need to be into Social Media because the upcoming generation over uses these tools. From Gartner (see CRM & Social Media, with featured Gartner Analyst, Ed Thompson) to venture capital… Continue Reading
Sell more with less… Max Effgen, May 12, 2009 Nice post Too many choiceson Andy Sernovitz’s blog. This is in fact true. Check out Chapter 7 of Yes!: 50 Scientifically Proven Ways to Be Persuasive. Turns out that more choices will actually increase sales of an inferior or lower priced product. Seems simple, but it is true. Today it… Continue Reading
Heavy Hitter Selling Max Effgen, May 7, 2009 Currently engrossed in Steve Martin’s Heavy Hitter Selling. Great read for anyone who has to face a prospect. The site is worth checking out as well. I found the 10 Tips to Increase Sales Whitepaper to be right on target. I hate to admit it, but I learned most of… Continue Reading
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…. Continue Reading
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… Continue Reading
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… Continue Reading
Quick thought: Enterprise Cloud Max Effgen, May 4, 2009 The Enterprise and the Cloud will happen. It will be just a matter of time. Major challenges for the Enterprise and the Cloud today are: 1. Security 2. Performance 3. Perceived “Lock In” 4. Unexpected Costs The benefits of the Cloud will only be realized when these 4 challenges are… Continue Reading
Pratt 2009 Fine Art Auction Max Effgen, May 1, 2009 Pratt Fine Arts Center in Seattle provides art classes from drawing to metal and from stone to glass. I have been learning, blowing and working with glass there for 3 years. There are not many places where a layman like myself can get the exposure to professional teaching artists and… Continue Reading
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… Continue Reading
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… Continue Reading