|
|
 |
salesforce.com CRM Solutions
Each of these salesforce.com
CRM solutions are grounded in best practices collected from hundreds of thousands of sales professionals supported over three decades. You will increase the velocity of your sales cycle, eliminate sales bottle necks and maximize your sales team’s effectiveness in less than 30 days.
Baker Sales Systems will help you:
- Significantly expand
the capacity of your sales, marketing and
business development teams
- Improve the
efficiency of your sales prospecting funnel
- Dramatically decrease
your sales cycles
- Promote selling
clarity, motivation and sales proficiency
- Expand the geographic
reach of your marketing, sales and customer
services organizations
- Dramatically reduce
the time required to roll out sales improvement
initiatives
As important as the contact center is to provide a main
interaction point between the company and the customer, not all
contact centers or their agents are driving personalized and
intelligent conversations with customers. While this lack of a
customer-centric approach in some companies is merely a result
of culture, in others it may be a lack of the necessary tools to
drive effective interactions.
A recent Destination CRM article focused on CRM solutions and
the importance of forging strong relationships with customers.
As intensely competitive as the market is today, it is essential
that each agent take advantage of each customer interaction. To
do so, the contact center must have the technology necessary to
support such efforts. As a result, the company can enjoy better
customer loyalty and a lower cost per interaction. CRM solutions
are so important to the contact center simply because excellence
in customer service pays rich dividends. Research within the
industry has shown that a simple 1 percent improvement in the
level of performance against each of seven core operational
measures is enough to generate a 76 percent improvement in
Return On Capital Employed (RoCE).
To ensure that CRM solutions can be used to drive seamless
intelligent customer conversations, it must be an integrated
process, deliver intelligence-driven interactions and help to
facilitate real-time, event-driven capabilities. With a key
focus on these three areas, the contact center can see
measurable improvements. Let’s take a closer look at each one.
An integrated process is important due to the benefits that can
be realized when business processes are integrated seamlessly
across the company. As a result, contact center agents can
handle calls more quickly, resolving issues in a single
interaction.
CRM solutions enable such a streamlined process that ensures
customers get the resolution they need and agents are as
efficient as possible. Intelligence-driven interactions are core
to the purpose of CRM solutions as they ensure profitability is
maximized and customers are retained. Agents must be able to
respond quickly and appropriately to customers and they must be
able to focus on increasing average sales, while improving
retention rates. Customer preferences and analytics should also
be available for swift action as new sales and marketing
opportunities can be easily identified.
To maximize the value of CRM solutions, real-time, event-driven
capabilities must be enabled. This involves presenting offers to
customers while they are on the phone or visiting the website as
they are in the right frame of mind to make a decision. Agents
must be able to identify the customer, their preferences and
history and effectively isolate offers that will be meaningful
to the customer.
The contact center and its agents have seemingly endless
opportunities to connect with customers and make the most of
those interactions. With the right CRM solutions in place, each
interaction can deliver the necessary value.
Source: Susan J. Campbell
link
Contact us for a free sales and marketing consultation on the effectiveness of your current go-to-market strategies and to discuss how our RevGen
Sales Systems can improve your bottom line.
|
|
|
