Customer communication channels are growing and you can't control that conversation. You can't control where it happens or how it happens if you want to give your customers the best experience. Customers want to communicate with you, NOT just on on a phone, not just via web chat, but also through Instagram, Facebook, Twitter and beyond. When...
Salesforce just released their Third Edition Small & Medium Business Trends Report, which compiled data and observations from over 2,000 small and medium business (SMB) owners and leaders worldwide. Here are the key takeaways: Demographics The study found that no matter how passionate or driven business owners are, their individual experiences are ultimately shaped by age...
From ActiveCampaign - ActiveCampaign a sales and marketing automation service for small businesses announced the general availability of Conversations, unlocking multichannel communications to influence the entire customer experience. Now, small businesses can seamlessly bring their Conversations into ActiveCampaign and leverage its industry-leading automations to create unique experiences for each customer. Conversations gives small businesses an easy...
Julian Love has two important metrics, as CFO of St. Hope, in Sacramento, CA. Like any business he needs to ensure his "numbers" are correct. The money that's brought in and the organization's expenditures must be in alignment. But the other equally important number are the lives that St. Hope is impacting. Watch the interview...
Successful business is about 4 things. The products (or services you offer), the team that helps you executive them, the processes and systems you have in place to make it all happen and most importantly your ability to deliver exceptional customer service to your customers. In order to make this happen, winning company implement CRM...
Every growing business, that's serious about taking care of its customers, anticipating their needs, managing growth (including inventory, sales and more) must have a CRM system. This CRM system should including intelligence, marketing automation, lead scoring and more. Today at Dreamforce, Salesforce launched Salesforce Essentials, give an "out of the box" experience to every business...
Quite often when you toss out the term “CRM” to large groups of small business owners, their eyes glaze over, and they get a questionable look on their face. What the heck is a CRM? CRM, or Customer Relationship Management refers to the practice, strategies, and technologies that businesses use to manage their customer information...
Last week I spoke with Raju Vegesna, Chief Evangelist for Zoho about the new and revamped Zoho. Zoho has upgraded it's entire suite of applications and is introducing Zoho One. I'll tell you about Zoho One - but that is NOT the secret sauce to Zoho's mojo. According to the press release, Zoho One is an all-in- one...
Want to build a better small business? Then it is time to build your TEAM! A team, however, doesn’t just consist of the employees, subcontractors, and freelancers you hire who can help you with the things you don’t know how to do, don’t have time to do, or just plain don’t want to do....
For me, the importance of having connected sales and service teams can be summed up in one frustrating experience I had as a consumer. I was a long-time loyal customer of a particular company and called for assistance with a relatively routine issue. The service rep did not have access to my sales record...
