Archive | Enterprise Technology

Why Reps Can’t Sell. It’s the (Selling) System, Stupid!

Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch “feature bingo.” During his two decades of experience with sales reps, he’s also seen all the tricks designed […]

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Omnichannel Customer Service: Phone still king for first and second contact

Zendesk just announced the results of a global consumer study on omnichannel customer service. The results show plenty of room for improvement, despite years of talk about multi/omni-channel service. For starters, while two-thirds have purchased using multiple channels, just 7% of respondents said they were extremely satisfied with omnichannel service, lagging behind sales. Consumer think […]

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Say goodbye to social silos. SAP Jam adds "work patterns" to support a collaborative business

“Social” is a term that can be used in so many different ways. In our personal lives, being social means connecting with other people, sharing, and being part of a community. We’re not necessarily trying to get something done, just being social is enough of a reason to post on Facebook, Twitter, Instagram, etc. Oh, […]

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Reviews 2.0: OpenTell's authenticated customer feedback changes the game

There’s no question that the so-called “social customer” has changed the balance of power. I think Dave Carroll, the creator of the famous United Breaks Guitars video said it best: “No customer is statistically insignificant.” Customers who are mistreated, or delighted, can freely post on Twitter, Facebook, blogs, or review sites. For all the talk […]

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