Never Cold Call Again Presented by Erik Vermeulen. Oracle, Nairobi, February 2011
Never cold call again: Using CRM to understand Buyology.
May 12, 2015
Global business speaker Erik Vermeulen shares the human side of CRM and what companies need to be aware of when integrating CRM solutions with "real" people.
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Never Cold Call Again
Presented by Erik Vermeulen.
Oracle, Nairobi, February 2011
What comes to mind when you see.....
What?StrapColourShapeNumbers
Why?
Who to talk to.....
Connectors
Mavens
Salesmen
Reasons For Losing Customers
• 1% Die• 3% Move• 5% Buy from friends• 9% Prefer a different product• 14% Unresolved service problems• 68% Because they feel that
employees are disinterested in giving service
Top 10 Customer Expectations
• Be Accessible• Treat me courteously• Be responsive to what I need and
want• Do what I ask promptly• Don’t make me deal with poorly
trained employees
Customer Expectations (cont.)
• Tell me what to expect• Meet your commitments• Do it right the first time• Be socially responsible• Be ethical
Service = Experience - Expect
The Service Equation
CRM
The Service EquationPeople expect only two things1. That you know they are there2. That they made the right choice by coming to you to satisfy the need
Lesson #1
Service aboveeverything else
There are many ways to skin a cat…..
Lesson #2
Advocacy beatsSelling
Lesson #3Understand that
consumers areirrational
X9 Factor
Trinitron
Lesson #4
Create Mystery
Lesson #5
Ruthlessly give away free
information
Lesson #6
Be authentic and congruent
Follow me on Facebook: Erik VermeulenFollow me on Twitter: ErikMVermeulenE-mail: [email protected]: www.erikvermeulen.com
Never Cold Call Again
Related Documents
