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Tag: sales

  • The Easiest and Hardest Part of Phone Sales

    The Easiest and Hardest Part of Phone Sales

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    The Ask. Yes … both the easiest and hardest part of the phone sale. Quite an interesting enigma, right? Yes again, but let's unpack this further. Phone selling is both an art and science and it follows a logical path (maybe a little nonlinear at times, but nonetheless there's an end goal). Depending on the solution you're offering to the prospect, there's usually a lead up to the Ask.

    Present the Purpose of the Call Clearly and Directly
    For starters, remember to accomplish (when and if possible) the goal of making the call. This can be to set up an appointment, to introduce yourself, your business, and product and / or service, or to speak with the Decision Maker. By stating the purpose of the call (and thus moving toward the goal of the call), you minimize wasting time with uninterested and unqualified prospects and you maximize your ability to make more calls, reach more people, and close more sales. Here's some great advice: it often helps (actually, the value of having this is more than I can put into words) to have a script available during the call just in case you get off track. Scripts aid you in staying focused and moving the call forward.

    Listen Prior to Making the Ask
    Unless you're a telemarketer and are intent on blasting your prospects with a "canned" message regardless of their responses, then by all means, spray on. OK, kidding aside, prior to making the Ask , listen … listen … listen. Here's the key in listening when conducting a sales call: don't, I repeat, don't answer the prospect in your head while they are talking. Don't do it. Here's why: you'll learn that by keeping your mind still and clear without interrupting the prospect in your head or verbally, you'll have given the prospect something that will often be reciprocated to you in full measure: "uninterrupted time for response" . Sounds weird … yes, but does it work? oh yes. I learned this technique from Stephen Schiffmann and it really works.

    Remember, plan the call (set a goal and use a script), initiate contact, state the purpose of your call directly and clearly, and listen. After listening both consciously and subconsciously, if and when appropriate, make the Ask .

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    Source by Pierre Pinkerton

    Views: 0

  • Proven And Profitable Money Making Ideas

    Proven And Profitable Money Making Ideas

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    With an entrepreneurial spirit, perhaps you might be thinking about money making ideas that have been proven and are profitable on the internet that you can use to make a living with. Online business is still an evolving tool to earn money. Everyone has predicted a major tech crash as a matter of fact it’s already happening.

    According to Hostingfacts.com in 2017, “there will be more internet traffic than all prior internet years combined. Wi-Fi and mobile-connected devices will generate 68% of all internet traffic in 2017.”

    More statistics show that “worldwide retail e-commerce sales will reach $1.915 Trillion in this alone according to Emarketer.com. There are a number of ways by which people can make money online.

    Internet businesses provides relaxation and comfortability to people who run their own business while sitting in their homes or traveling the world. E- Commerce refers to the online functioning of businesses in which all of the transactions are accepted by means of the World Wide Web.

    Online sales in the United States are anticipated to reach $523 billion in the next five years. This is up 56% from $335 billion in 2015, and mobile devices are expected to be a key leader in that growth, Forrester Research Inc. says.

    The Census Bureau of the Department of Commerce announced “that the estimate of U.S. retail e-commerce sales for the third quarter of 2016, was $101.3 billion, an increase of 4.0 percent from the second quarter of 2016. Total retail sales globally for the third quarter, was estimated at $1,212.5 billion, an increase of 0.9 percent from the second quarter of 2016.”

    With the collapse of the tech bust in full swing, should you even attempt entrepreneurship online, let alone a new business launch in 2017? My answer? Absolutely yes.

    On the internet, there are unlimited things that can be done to earn money. It is all up to the individual how much they can profit from these online opportunities. The trend is constantly evolving with innovative business ideas.

    The start of a new year means great interest in new and exciting things, as we look forward to the year in the making. The year 2017 is also likely to see some changes with a few money making ideas not being in demand and new ones harvesting up.

    Learning how to make money on the internet with an e-business is one of the most proven and profitable money making ideas dominating the economy. Facebook now has 1.55 billion active users and 2.9 billion Google searches are made every day. With this data, there is endless opportunity for the ordinary person looking to create money online.

    In this article, I’ve researched a few of the businesses that are going to be profitable for the next 5 years. While tech may be on the decline, the world continually has room for proven, profitable and innovative products as well as services.

    Proven & Profitable Money Making Ideas

    Blogging

    If you have a particular subject that interests you and you are passionate about it, then you can start a blog around such topic. Blogging is one of the fastest growing business trends on the web and the sweetest thing is that it is an information based business.

    Many people in the current world are getting money by having their own blogs and websites. Generally, on these blogs and websites, they are putting thought-provoking and valuable information that interests other people. The science is simple; the additional number of visitors the more money you can make via advertisement and other revenues.

    This works much like television where the more viewership means more advertisements and at a higher rate. This is one of the most well-known and informal techniques of producing income online and it doesn’t seem to be going away anytime soon. Don’t worry about technicalities, programming, etc. You also won’t need to invest a dime to get started as there are free platforms you can utilize like Blogger and WordPress being the most trusted blogging platform since 2004.

    E-commerce Store

    Another proven and profitable idea to start an internet business is to maintain an online store. You can provide products to your customers online. Yes, you can set up an e-commerce or retail store online and you can start this online business from home without even owning a single product. You can sell virtually anything ranging from books, clothes and electronics to household item through wholesale drop shipping or by setting up an affiliate store with Amazon or eBay.

    You may even sell anything from customized cakes to used items to even new products you created on your own. With this kind of business idea, people primarily receive payment via credit card or PayPal accounts. It totally depends upon you as some people prefer to collect payment at the time of delivery of the products.

    In the online store, you can provide a wide range of products in one place and keep the customers engaged with new products or services. On the other hand if you are creating products from scratch, you have to keep up good relationships with your suppliers so your business can be successful.

    Affiliate Marketing

    To become an affiliate marketer means that you will be promoting other people’s products and services through a blog or store online. How it works is whenever there is a sale, you will get a commission. The most stimulating fact here is that you don’t even need a dime of your own money to start it and you get to partner with some of the biggest enterprises in the world. The first venture I would recommend you to start online is your own affiliate marketing business.

    Internet Marketing Services

    Servicing people to help drive visitors to their websites can be an outstanding online business with a strong profit potential. Examples of services you can provide include pay-per-Click (PPC) advertising services, blog marketing services, article marketing services, guest blogging, link building service, etc.

    Doing business on the web can be challenging because things often change quickly online. This idea allows you to help other online entrepreneurs such as yourself, keep up with the latest trends in internet marketing.

    VLogging

    This is comparable to a blog, but in video form. Basically turn your video camera on, feel free to use your tablet, and just talk! The best vloggers talk about a specific focus or niche. Vlogging about a topic that interest tweens or teens is most likely to get a big following fast.

    Some popular topics include makeup, fashion, music, gaming and how to videos. The strategy to making money with these vlogs is gaining a large following and then receiving sponsorship on the platform that you publish the videos on, such as YouTube or Vimeo. You can also make money via advertisement.

    E-Book Publishing

    The information business allows you to identify people’s problems and provide a solution in the form of an e-book. Any style writing on any topic can be used with this method. If you love writing and you possess some marketing skills, then you can venture into writing self-published eBooks.

    Educational Products

    People will always be willing to pay for education. A good example is university education. A public four-year college costs around $20,000, and a private college can make an income of $50,000 per year. In spite of the outrageously high prices, people are eager to give out the money. Why? Because a college education is worth it. Right? Well, most of the time it is.

    However, some disagree, and with recent improvements in the education platform, the traditional college model is being dismantled or unequivocally disrupted. The cause of these interruptions are startups like Udemy and Teachable, these platforms allow people to share their knowledge and profit from it.

    You don’t need a platform to sell your knowledge. You can self-publish a book, create a video coaching session, or teach others how to make money. People will gladly pay to learn a new skill, shape their lifestyle, make new money, impress friends with their knowledge, and change their life in significant ways. If you have something to offer to others, then start teaching.

    Graphic Design

    There are lots of graphic designers on the web offer free and paid services. However, if you plan to thrive in this capacity online, aiding a specific niche target audience will be the most profitable for you. Suppose you’re focused niche is in music and you have a good graphic design skill, you can launch an online graphic design business that focuses on graphic design for musicians or singing artist. You can also choose to focus on infographic designing, e-book cover design, album cover designs, etc.

    Implementing your ideas as an online business is a great way to start your business if you are low of capital. It is necessary that you have a proven and profitable online business idea to start your business. Starting and operating an online business is the new normal these days and continues to rise in popularity.

    If you have any ideas that can be transformed to fit the online business model then by all means do your research and get started the opportunities are endless!

    If I’ve failed to mention any other profitable ideas be sure to leave them in the comments below.

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    Source by Jamie Clay

    Views: 0

  • Wealthy Marketer Review – Your Top Five Questions Answered

    Wealthy Marketer Review – Your Top Five Questions Answered

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    I hope to answer your Top Five Questions in this Wealthy Marketer Review. I will be concentrating mainly on whether or not Wealthy Marketer’s 0-up program is a legitimate business opportunity. This is not an EDC Gold review or Roadmap to Riches review or a review or about any of the other 1-up and 2-up programs, however, I will be touching upon the differences briefly. So let’s dive right into the Top 5 frequently asked questions in this Wealthy Marketer Review.

    1. What is it all about? Well it is a zero-up; 3-tier program pays three levels deep. What this means is that a Wealthy Marketer member earns $900 for every direct sale they personally make. Zero up means that there is no passing up sales to a sponsor like many of the 1-up and 2-up programs currently on the internet like EDC Gold and Roadmap to Riches. On top of the $900 WM members also receive $200 from their second level, and $100 from their third level. The 100 and 200-dollar payments will continue to pay out to the member forever. New members will begin bringing traffic to their capture page and then convert that traffic into buyers, and the WM sponsor is there to assist and teach this process. This program is not a 1-up, 2-up program, M.L.M. or gifting program.

    2. What are the products? Alex Hunter, CEO and Millionaire of Wealthy Marketer hands over all of his secrets in his book entitled, “The $900.00 a day handbook” which is an easy to follow 72 page long, comprehensive guide to getting traffic to a website and converting it into sales. A new member will get over $10,000 worth of valuable software and e-books. There is also exclusive training material, compiled by one of the six-figure Wealthy Marketer members that is called, “The Wealthy Marketer Training Guide”, which offers many ways to advertise at no cost and insider tips about the industry. Wealthy Market also has an exclusive advertising Co-Op available to members that would like to be up and running faster.

    3. How easy is it to learn how to be a Wealthy Marketer? Yes! A new Wealthy Marketer member receives exclusive one-on-one training directly from their sponsor, and there are live training calls three times a week with the top earning mentors to answer questions. There is a learning curve involved with becoming an online earner, however, new members not asked to re-create the wheel, they are simply advised to copy what their successful sponsor is doing.

    4. Will I be able to see the site before I join? Yes! They do offer a 5-day trial period so that a person can see the corporate website, the back office, and the product.

    5. How much does it Cost to Join? There is a one time fee of $1497, and there are no other company costs to you. Part of this total, $297 will go for the companies administrative fees. $900 goes to the main sponsor and 100 and 200 are paid out to the respective sponsors. note: Another difference that should be mentioned here, is that there are no monthly fees with this program like there are with EDC Gold and Roadmap to Riches.

    In closing, I would like to say that mentoring and training are a must have if a someone expects to succeed online, and Wealthy Marketer seems to cover both with their team synergy mentoring approach. The one time fee, no monthly costs and the lifetime residual income, could be a nice draw to this program, for someone looking for a home based business

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    Source by Holli Diel

    Views: 0

  • Questions Are the Key to Success in Business and Life

    Questions Are the Key to Success in Business and Life

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    It was Kipling who gave us what was perhaps the greatest advice for business success and, in fact, success in life that has ever been given. He told us the key to success in all areas when he said “I had six honest serving men. They taught me all I knew. Their names were: where and what and when and why and how and who.”

    The late great Earl Nightingale suggested we add two more friends to this group. They are, which and if.

    Whether you are seeking to find ways to increase sales or control and reduce costs, questions are the key. Whether you are striving to improve your customer service or the quality of your product, or your life, questions are the key.

    Asking the questions and developing the answers are the keys to any and all success you will have in business and in fact life.

    Questions like:

    If we do this, what happens?

    Why do we do it this way?

    Why don’t we do it this way?

    Who else can we sell to?

    Where else can we get this?

    What can we do to reduce costs?

    What can we do to improve productivity?

    What can we do to improve quality?

    What can we do to improve our service?

    How else can that be done?

    How can we do it better, faster, cheaper?

    How can we improve quality, service, and profits?

    How can we cut costs?

    If we do this, will we improve quality?

    If we do this, will it improve service?

    If we do this, will it increase profits?

    Which provides us with better quality?

    Which is best for our customer?

    What do we get in return for this cost?

    Who else can provide what we need?

    Why are we paying that much?

    Why do we not deal with another company?

    Why are we dealing with them?

    How many other bids have we gotten?

    What if?

    How can we replace that with equal or better quality for less?

    What are other companies charging for that product or service?

    What are other companies paying for that product or service?

    Will this process or step add value to our product or service or does it produce added profit?

    When would this investment pay off?

    You see my point I am sure. You must ask questions and seek out the answers. You must also justify the answers.

    You must never stop asking. If you are not continuously asking the questions and reacting to the answers, you are either assuming or stagnating. Either one can be deadly to your business.

    You must review every phase of your business. You may be very surprised when you see how little effort it will take to find huge savings and to make major improvements in how you conduct business.

    You can always improve how you do things. You must find ways to conduct business more efficiently, eliminate needless steps, improve quality, increase productivity, reduce errors, increase sales, ways to increase profit in a business, reduce expenses, and control costs.

    Let me give you one small example of how an assumption proved to be very costly at one company. One of the many products this company offered was a holiday label strip. This was simply a strip of peel off labels to affix to holiday presents showing “to” and “from”. Banks around the country would buy them and give them out one strip at a time to their customers around the holidays.

    For years this company shrink wrapped these in packages of 250 and sold them in a minimum quantity of 1,000. The shrink wrapping was time consuming and costly. I asked them why. Why did they need to be shrink wrapped? How did they know if this was important to the customer? What, if any, difference did packaging make to their customers?

    They asked the questions and found the answers. The answer in this case was that the customer either couldn’t have cared less about the packaging or did not like the shrink wrap as it simply meant more work for them to unwrap. After years of doing it the way they always did and assuming that was what the end user wanted, they found out differently. They now bulk package. They save between $20,000 and $30,000 per year and their customers are either happier or neutral about this change.

    Did this company sacrifice quality in any way to save money? No, they improved productivity, improved customer satisfaction, and, by doing so, improved profitability.

    Ask the questions. They are the key to the door of improvement.

    You should constantly be reviewing every area of your operation to seek ways in which you can improve. Use common sense. From office expenses to customer service, from distribution and production to quality control and shipping, you will be shocked at how little effort it will take to improve your operations, reduce waste and redundancy, and realize huge savings.

    From the way you sell things to the way you buy things, it is up to you to improve things. Improvement is always possible in everything we do.

    You possess the greatest power ever created and it sits right between your two ears. You own it, free and clear. All you need to do is put it to work.

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    Source by Derrick Welch

    Views: 0

  • Advanced Marketing Tips to Be a Successful Affiliate

    Advanced Marketing Tips to Be a Successful Affiliate

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    Your continued dedication and attention is required when pursuing affiliate marketing. You will find helpful tips on how to reach your customers once you join an affiliate program. If you use tools, such as email marketing, they will help you develop a rapport with your customers. This will also ensure that you reach a large number of potential customers, so do your research and make it count.

    See how companies track outside orders (not on their site) before choosing an affiliate program. If you are generating sales to that company you will lose out on lots of commission.

    When taking a chance on affiliate marketing, take the time to locate affiliates that can offer you the types of products and services that you are interested in promoting. You will gain many different income sources if you connect with a large number of affiliate networks. Research affiliates so you are comfortable with.

    Be sure to use email marketing to gain advantages in your Internet marketing endeavors. Make sure you give each customer an option to be added to your email contact list every time you process an order. Signing up should be as painless as you can make it for your customers; do not pester them for anything besides their email address and their name. Tell your customers how often they would get emails from you upon signing up. You should send emails whenever you want to notify customers about product updates or new products. They are also great ways to provide answers to common questions and other pertinent information. Use automated email software that will personalize them for each recipient. Send out seasonal discounts and the occasional thank-you message for your existing customers. If you'd like to attract more subscribers, let visitors on your site know about the great deals only your email subscribers can access. Ask your customers for feedback, and give them a special offer for telling you how they feel about your services.

    You should submit your affiliates all the time. Getting rid of poor performing affiliates gives you a chance to make more room for better-paying advertisers.

    If you're starting out in affiliate marketing, you need to do some research and sign up with the affiliates that can provide you with the types of products and services you plan on selling. You can diversify your income sources if you connect with a wide range of affiliate networks. Research affiliates and only accept the ones you can be comfortable with them before accepting them.

    You may want to market things that are considered to be the hottest products. You want to have good quality products; remember that popularity does not necessarily equate to quality. You only raise the level of competition when you decide to get involved with highly sought after items. You may not possibly profit.

    Try to customize the ways in which you keep in touch with your target audience. Remember that different people respond to different things, and keep your marketing campaign diverse to address all of those differences. Some are more comfortable receiving newsletters via email while others enjoy using social media. Try to think about the demographic that you are attending. Take your competition into consideration when you are trying to keep an edge. Research their business from a consumer's perspective. You should always be on the lookout for new approaches to increase your advertising success.

    Many affiliate marketers put too hard to attain a "super" affiliate status. They try to juggle too many products and end up dropping them all. Keep in mind that maximum results you can achieve. You must put in a lot of time and find a marketing approach that works for you.

    You will want to find an affiliate that has a lot of different options when it comes to getting your payments.

    You should try your hand at secret links. There are certain ways you can embed affiliate links into your text for affiliates without being obnoxious or blatant about it. Be transparent about them if you use links and take advantage of their use. Make sure they understand the context of the text link so you won't surprise them.

    Be creative with your affiliate marketing efforts. Always try to keep base with your previous customers as you look for new leads. Follow these tips and develop your own strategies.

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    Source by Cameron Nyack

    Views: 0

  • Should You Use a Chat Bot on Your MLM Business Site?

    Should You Use a Chat Bot on Your MLM Business Site?

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    Does your MLM business site generate a ton of traffic and do you find yourself falling behind? If you have answered yes to the question, exploring a chat bot option may be the right choice for you. Are you good with technology? Do you like learning new things? If so, then adding one of these units to your site can help you. There are small benefits to adding a chat system to your business website; it can increase productivity, decrease wasted time chasing down cold leads, may increase sales and lead interest, may help send visitors to other pages on your site.

    MlM business chat bot and setting one up

    A chat bot could help your MLM business grow and stabilize in a world that is so competitive, and in a nutshell, it is a unit that responds to interactions from your visitor’s behavior. It is fully customizable, but it can get costly if you choose to use premium features for your business. In regards to WordPress, there are plenty of free options but it can be very limiting to what you need it to do. If you are not tech savvy please talk to your website manager about setting one up.

    To install the chat bot on your site whether it be WordPress, Drupal, Joomla, or any other set up, you can then customize the bot the to trigger a response to your visitors. You can also customize colors, questions, answers, and timing of the system. You can also have it collect emails and other information for you so that you can respond yourself.

    Other chat systems for MLM business owners

    MLM business owners can use other chat systems instead of the artificial intelligence one. News bots you have to run manually and can be connected to Facebook or possibly other social Media sites. There are some really good premium ones that can help you increase business and decrease bounce rates on your site. They are easy to set up for your site. They are easy to monitor and often are connected to external websites. This Means you need to access the other dashboard from the from the host’s website. This allows your system to load faster without slowing your pages down, but there are some systems that load directly from your site and have their own dashboards. This can slow your pages down, and this can be due to the script it’s using.

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    Source by David L. Feinstein

    Views: 0

  • How to Choose the Best Sales Training Coach

    How to Choose the Best Sales Training Coach

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    There is no formal education curriculum for sales, but the ironic thing is that everybody sells. There are a lot of people working in the sales industry and each of them is competing with one another. For you to stand out from the rest, you need to possess the selling skills, right mindset, and determination. You also need to embrace change. As you know, the sales environment is continuously evolving. You need to think outside of the box to outsmart your business competitor. This is where sales tips play an important role.

    Sales business should be conducted by people who are trained to do such stuff. It should be conducted only by the best sales training coach. If you are going to search around, you will notice that there are a lot of sales tips programs out there. However, choosing the best one can be very challenging. You need to make sure that you come up with the best choice or else you will end up wasting your time and money.

    How do you go about choosing a sales training coach?

    You have to consider the type of problem in your business you want to solve. There are many areas in the business that need improvement. Sales managers usually want to improve the team’s organizational effectiveness. This includes redefining the sales process. However, the main problem here is not the process itself but the execution. In this case, the focus of sales business is enhancing the selling skills and strategy.

    What are the qualities of a sales tips coach?

    • Practice what he preaches

    A sales tips coach should be someone who has vast experience in handling sales process. Check the career path of the training coach and make sure that he has achieved something in his career. There should be professional experiences and the coach should be able to impart his experience and expertise to other people. The professional experience makes the sales business coach highly credible and reputable.

    • Has experience leading a sales team

    A sales business coach should know how to win the trust of his audience. People will most likely put their trust to someone who has first-hand experience handling a sales team. He should have a strong leadership skill to make it easier for him to coach other people.

    • A sales tips coach should be intellectual

    Doing something that nourishes your mind is great. There should be a passion and hunger for learning. A sales business coach should engage in activities that can further improve his intellectuality. He should be willing to spend time learning about other people, especially about his audience, organizations, and business as a whole. He should be up to date with the sales training trends and be able to impart it to his students with ease and confidence.

    • A sales training coach should be humble

    Some people in the training profession tend to be egocentric. They want to be the center of attention and most of the time wants to be in control of their audience. The best coach for sales training is the one who is humble enough to facilitate a good learning experience. When conducting coaching or training, whether it is about sales or other industry, a coach should keep in mind that it is not always about him. It is all about sales people wanting to become expert in a specific industry.

    • A sales training coach should be a good communicator

    The sales training program has a lot of components and the coach should condense the information into a short period of time. To tackle everything you need to tackle, you should be a good communicator. No matter how good the message it, it will mean nothing if it is not communicated in the most effective manner.

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    Source by Phil M Jones

    Views: 0

  • SAP Business One: Your One Solution for All Your Multiple ERP Needs

    SAP Business One: Your One Solution for All Your Multiple ERP Needs

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    Over the years, Businesses and organizations around the world have worked to evolve and implement various techniques or tools in order to streamline their core business activities. SAP Business One is one of such software systems that unite various business functions like finance, operations, sales, inventory, and CRM(Customer Relationship management) into under one centralized system. While there are a number of software solutions available in the market for small business enterprises, SAP Business One is different from all of them to a big extent. Moreover, it’s a single application which is easier to manage and use in comparison to other software solutions. It’s not required to be installed and then integrating with various modules likes other business applications as well.

    Benefits of Choosing SAP one

    Big on Efficiency

    Achieving greater efficiency is always one of the core motives of any type of business in the current global markets as its helps the business to sustain and prosper for long. With SAP Business One you can collaborate with all the business functions into one thread. This more or less confirms no space for all those irrelevant data entries, expenses, and unwanted errors. With SAP Business One, you can always stay assured to achieve good levels of growth for your business. While all your business activities will then be streamlined, you can now focus on making better decisions for your business.

    Support decision making

    The time taken in decision making would get minimized once you would implement SAP Business One in your business operations. This further allows you to include including all your business information in a single database. While this also helps in getting the latest information updated in the systems, you can enjoy greater level of freedoms in your decision making processes.

    Understanding the value of time

    SAP Business One allows you to get started with your business activities in as less as 2 weeks time. The User interface of this software is easy to understand too and any employee would not take long to get used to it. You also don’t need to invest money in hiring an IT expert as you yourself can operate and troubleshoot the software.

    Reduced Costs

    The cost factor always remains the main focal point for any business or organization. With SAP Business One you can instantly eradicate additional costs that have incurred by using the traditional operating systems for your business purpose which while lacking efficiency, were high on cost. Moreover, as you will now be able to coordinate with various business functions simultaneously, you can have a greater control over your business as usual. Since extra costs will now be eliminated from your business activities, you can now think of doing some good investments to further help in the overall growth of your business.

    Increased Revenue

    While using the SAP Business One solutions, you can now work towards responding to your customers, vendors, and clients in a better manner with minimal time possible as you are now more than capable with all the information you need by using a single software application.

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    Source by Kapil Kapoor

    Views: 0

  • Customer Satisfaction Management

    Customer Satisfaction Management

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    General understanding of consumer satisfaction or dissatisfaction is the result of differences between consumer expectations and performance perceived by consumers. From the various definitions of consumer satisfaction that have been researched and defined by marketing experts, it can be concluded that customer satisfaction is a behavior response consumer in the form of after-purchase evaluation of an item or service that they feel (product performance) compared to consumer expectations.Consumer satisfaction is very dependent on the perceptions and expectations of consumers themselves. Factors that influence consumers’ perceptions and expectations when making purchases of goods or services are needs and desires felt by consumers when making purchases of goods or services, past experiences when consuming these goods or services and experiences of friends who have consume these goods or services and advertising.In a competitive environment, an indicator that can show customer satisfaction is whether the consumer will buy back and use the product in the future.

    Customer needs are fulfilled is one of the factors forming Customer Satisfaction (Customer Satisfaction), in addition to other factors related to Customer Service. And this customer satisfaction is what we need to ensure the continuity of our business. Aspects that can affect customer satisfaction effectively [13], namely:

    1. Warranty costs. Several companies deal with the warranty costs of their products / services through a percentage of sales. The company’s failure to give satisfaction to customers is usually because the company does not provide guarantees for the products they sell to customers.

    2. Handling of complaints from customers. Statistically this is important to note, but it is often too late for companies to realize it. If complaints / claims from customers are not immediately resolved, customer defections cannot be prevented.

    3. Market Share. It is a matter that must be measured and related to company performance. If the market share is measured, then the quantity is measured, not the quality of the company’s service.

    4. Costs of poor quality. This can be of satisfactory value if costs for customer defect can be estimated.

    5. Industry reports. There are many types and industry reports, as stated by J.D Power in Bhote, which is the report that is the fairest, most accurate, and most eagerly made by the company.Guiltinan [14] argues that one of the benefits of customer satisfaction is that it can increase customer loyalty, as shown in the figure below

    Customer satisfaction is an emotional response to the evaluation of the consumption experience of a product or service. Kotler defines customer satisfaction as the level of one’s feelings after comparing the performance (or results) that he feels compared to his expectations (Kotler, Philip, and Garry Armstrong, 2005). Basically, customer satisfaction includes the difference between expectations and performance or the results obtained.

    According to Kotler [1], satisfaction is feeling happy or disappointed someone who appears after comparing between perceptions or impressions of the performance or results of a product and expectations. So, satisfaction is a function of perception or impression of performance and hope. If the performance is below expectations, the customer is not satisfied. If the performance meets expectations, the customer will be satisfied. If the performance exceeds expectations, the customer will be very satisfied or happy. The key to generating customer loyalty is to provide high customer value.The relationship between customer satisfaction and loyal customers is disproportionate [2], for example, customer satisfaction is ranked on a 1-5 scale, namely:

    1. Customer satisfaction at a very low level (level 1), most likely customers will move away from the company and speak ill of it.

    2. Customer satisfaction at level 2 to level 4, customers feel somewhat satisfied, but it is still possible to move when a better offer appears.

    3. Customer satisfaction at level 5, customers are very likely to buy back and even disseminate good news about the company.

    High satisfaction or satisfaction creates an emotional bond with the brand or company and is not only fixated on reasonable choices.While satisfaction according to Kotler and Armstrong (2001: 9): Consumer satisfaction is the extent to which the assumption of product performance meets the expectations of buyers. If the product’s performance is lower than the customer’s expectations, the buyer is satisfied or very happy. According to Zeithaml and Bitner (2000: 75) the definition of satisfaction is: Consumer response or response regarding fulfillment of needs. Satisfaction is an assessment of the features or features of a product or service, or the product itself, which provides the level of consumer pleasure related to meeting consumer consumption needs. Consumer satisfaction can be created through quality, service and value.

    Customer expectations are believed to have a large role in evaluating product quality (goods and services) and customer satisfaction. Customer expectations basically have a close relationship between determining quality and customer satisfaction. Customer expectation always exists because of four things (Kertajaya, 2004):

    1. Individual Need or individual needs

    If your customer already has high demands, then his expectations are definitely high too.

    1. Word of Mouth

    Customers can have certain expectations because of other people’s stories. Other people’s stories are often seen as references.

    1. Past experience or past experience

    People who already have good experience in the past will be able to receive services at least the same as they used to be. If not, he will be disappointed.

    1. External communication or external communication

    It is an attempt by the company to promise something to customers in order to attract customers.

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    Source by Yufi Priyo

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