Customer Experience Management – The Essentials
As acquiring new clients becomes costlier - clients who can freely and easily take their business elsewhere - our focus naturally shifts towards proactively retaining them by ensuring their needs are met and their requirements are fulfilled. After all, satisfied clients who can give trusted recommendations are the healthiest way for a business to combat client turnover. This is why client experience management is increasingly important for growth. Read more …
How to Develop the Seven Habits of Highly Successful People
When a colleague loaned me Stephen Covey’s “The Seven Habits Of Highly Successful People”, many years ago, it took me about three months to get around to reading it - I now realise that I wasted those three months! In fact, I read it three times, in order to ensure that I had fully digested the wisdom. Whilst I cannot claim to have experienced an epiphany of “Damascus Highway” proportions Read more …
How to Manage Your Key Accounts More Effectively
“Most companies are looking for ways to manage their most important business relationships more effectively and more efficiently. It is not easy to do, and it is not always enjoyable to do, but when a key account works well, it is extremely satisfying. Key Account Management is a broad subject and this paper is designed to help make the management of key accounts easier, more effective and dare I say, more enjoyable …” Read more …
How to Master Effective Goal Setting
One of the single most important skills that a salesperson can possess is to set goals that are so well defined, and so compelling, that they become embedded deep into the unconscious mind - consequently acting as a powerful force that drives motivation and behaviour. If your sales team lacks clarity about why they are doing the job that they do, their sense of purpose will become diluted ... Read more …
How to Negotiate from Open to Close
“Negotiation involves three basic elements - Process, behaviour and substance.
The process refers to how the parties negotiate - the context of the negotiations, the parties to the negotiations, the tactics used by the parties, and the sequence and stages in which all of these play out.
Behaviours to the relationships among these parties, the communication between them and the styles they adopt.
The substance refers to what the parties negotiate over - the agenda, the issues (positions and, more helpfully, interests), the options, and the agreement(s) reached at the end.” Read more …
How to Network Your Way to Success
To some, networking means simply meeting or calling someone new for what might be a one-off discussion or event. In this limited sense, networking is only a trading relationship in which two parties seek to discover whether they have anything of mutual interest to talk about. They either ... Read more …