The Probable and the Certain
Does your next door neighbor drive a better car than you? Is he more prominent than you? Now the real
question: is he smarter than you or merely luckier? Could it be that he is doing very well precisely because he
CRM stands for Customer Relationship Management
What is CRM? CRM stands for Customer Relationship Management and was first coined in the 1990s.
The literal and original meaning of the expression Customer Relationship Management was,
simply, managing the r
Sullivan at NetSuite is anxious to put forward the case for cloud, arguing it has a lower total cost of
ownership, can scale up or down quickly, requires very little in the way of on-site IT hardware,
management and maintenance and offers
Privacy and permissions. Echoing concerns mentioned by Durga, Altimeter Group's Li
expects growth in the information known about consumers from their digital interactions to
continue to grow. However, Li cautioned, possession of such information is not a
Social CRM enables firms to monitor and interact with their followers more effectively than ever
before, writes Billy MacInnes. Where is customer relationship management (CRM) going next? It's a
simple question and, judging by the responses from people in
As businesses gather more and more information about customers through their customer
relationship management systems, CRM technology has become a natural partner of data-hungry
business intelligence and analytics tools. Companies can score some big busin
This is the first of a two-part article by Alan Earls about analyst predictions on CRM trends in 2014
and beyond. The second part focuses on customer data management trends in CRM.
Analysts and experts with their eyes on the customer relationship manageme
Think of the users
Businesses also need to make sure they have the right people using the analytics software they
deploy - and the right support mechanisms for those users. In the case of self-service BI tools, Loshin
said customer service reps likely wil
This includes key indicators, such as their likelihood of recommending and sharing with friends, their
tendency to purchase and their overall customer satisfaction. All of which offers a platform for
marketing and branding teams to build strategies on. Fa
Customer Relationship Management
Customer relationship management (CRM) is a term that refers to practices, strategies and
technologies that companies use to manage and analyze customer interactions and data throughout
the customer lifecycle, with the goa
Combining old and new
This will lead to a need for integration of processes with traditional, operational CRM applications, a
drive which Sarner believes "will favour more traditional CRM vendors that add social capabilities.
Integration did not matter mu
Because we offer virtual call center software, we work with a variety of customers that are either
in or are interested in the call center business. For those new to the call centers, you probably have a
variety of questions. Weve interacted with customer
1. Do you call enough people?
All sales are a numbers game. Outbound calling is a game of attitude and numbers. If you call
enough people and have a positive attitude (ABS); you have a higher probability of success.
Outbound calling is also an acquired sk
1. Do you ask open ended questions?
The goal of any outbound call is to get the person on the other end of the line involved. The way to
do this is to employ a knockout combo. If you were a boxer, you'd follow up a jab with a cross hook
and an upper cut!
1. Do you have the right attitude?
Don't you hate people that have a negative spin on everything you do? Those people with a negative
attitude are exactly the kind of people that we all try to avoid. So why would it be any different to
people on the phone
Be prepared to keep going
As I already mentioned, outbound dialling is hard work. You have to be prepared to keep going
even if you keep getting a negative response remember every no brings you closer to a yes!
Ive been involved in several discussions ove
Never underestimate the importance of ongoing coaching
I see too many managers who just leave their people to get on with it after their induction. To get
the best results, you have to keep on top of their performance and that means ongoing coaching
1. Have you rehearsed your Outbound script?
Assume for a minute you're a professional athlete and are preparing for an event at some time in
the immediate future. You spend the majority of your time practicing and trying to perfect your
shot, jump or spee
Its more about how you say something than what you say
Your tone of voice, the pace of your voice and how you generally sound will have a big impact on
how you are received by the person you are calling.
Your voice is the tool of your trade and first impr
In the first of this 2-part series, Stuart Pearce shares the secrets of outbound calling success.
Approach outbound calling in a professional and prepared way
This may sound silly, but far too many people make a half-hearted attempt at outbound calling an
Federal Labor government: 19831996 After a wages pause under the Fraser Liberal Government in
1982, the Hawke Labor Government came to power in 1983, promising social and industrial reform.
A social contract, called the Accord, was developed between the L
governments and government organisations Governments have fi ve key roles in employee relations
processes: 1 Legislator. State and federal parliaments pass laws which provide the legal framework
for employee relations. The federal Fair Work Act 2009 is th
Improving product quality. A healthy, relatively confl ict-free workplace can contribute to the
willingness of employees to participate in quality improvement activities. For example, the
implementation of total quality management (TQM), quality circles o
Human Resource Management is a key strategic component for most mid-to-large-sized public and
private sector organisations in Australia - as employers continue to seek better ways to acquire,
retain, and develop top talent.
This presents a wealth of oppor
Employee relations refers to the total relationship between an employer (and their representatives)
and the employee (and their representatives) in regard to the establishment of conditions of
employment. In the past, the term industrial relations has bee
Why IT iS important For 200 years, Australia Post has provided an essential service in mail delivery
throughout Australia. It has around 31 000 employees, representing 140 nationalities. In December
2013, the organisation won a coveted Australian Human Re
Stakeholders in the organisation Employers and employees are the main stakeholders in any
organisations employee relations processes. Employers Employers and human resource managers
handle employee relations issues on a daily basis, including their involv
establishment of the centralised system At the time of Federation in 1901, the Australian
Constitution contained a clause giving the Commonwealth Government power to make laws to
prevent industrial disputes that might spread beyond the boundaries of one s
Employerassociations Employer associations were originally created by employers in response to
employee membership of unions, to represent employers in the making of Awards through the
centralised employee relations system. Just as unions originally repre
HR managers are expected to know their obligations under federal and state industrial relations
legislation, such as what their minimum obligations are in regard to employees' pay and conditions,
what role union officials can play, an