CRM / Call Center Topics:
Sales strategy and sales force effectiveness
Learn sales strategy tips including how to create a sales strategy and improve sales force effectiveness in this topic section. Learn about advancements in sales force strategy including how to use technologies like sales compensation management and process automation for the sales force of the future. Discover why it's hard to find sales success with CRM software and methods for increasing sales force user adoption. Read how forward-thinking organizations are getting sales process right using effective sales management and people skills. Also learn how some companies are driving sales strategies with new wireless and mobile capabilities for sales representatives.
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Getting employee buy-in for your products and services
Ask the Expert - Expert Martha Rogers explains the best way a company can help its employees effectively sell its products and services.
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Should we cross-sell to customers during a welcome call?
Ask the Expert - Should call center agents cross-sell to customers during a welcome call, or do they run the risk of losing customer trust? Find out in this expert tip from Don Peppers.
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Sales tips and techniques for building customer trust
Ask the Expert - Don Peppers gives some tips for developing personal selling skills and using them during face-to-face interactions with customers.
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How do cross-selling and up-selling impact customer satisfaction?
Ask the Expert - Cross-selling and up-selling are great ways to build customer profitability, but how do they impact customer satisfaction? Martha Rogers gives tips for up-selling in this expert tip.
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How can customer service and sales departments work together to build trust?
Ask the Expert - Customer service and sales can work together to build trust, says Don Peppers in this Ask the Expert response.
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Can call center up-selling negatively affect the customer experience?
Ask the Expert - How much is too much up-selling in the call center? Read Lior Arussy's advice here.
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Best practices for lead management in Microsoft CRM
Ask the Expert - In this expert tip, read advice from Richard Smith on lead management in Microsoft CRM.
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Evaluating sales force automation (SFA) software based on business requirements
Ask the Expert - Before you evaluate sales force automation (SFA) software, be sure to have good business requirements in place, Liz Roche cautions in this expert tip.
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Sales incentives for customer service representatives vs. sales representatives
Ask the Expert - One reader asks, "Can you offer some suggestions on effective sales incentive programs for call center agents?" Read Liz Roche's advice on providing incentives in this expert tip.
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Sales forecasting opportunities and reports in Microsoft CRM
Ask the Expert - What are the best (and easiest) sales reports to create in Microsoft Dynamics CRM? Read advice from Microsoft CRM expert Richard Smith to help create reports for sales effectiveness.