Most Active Articles 2013-05-18T16:05:21.821-04:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:customer-service-marketing Pete Blackshaw pblackshaw959 urn:com:businessweek:bx:article:5534534985194449199-42f639e6b0b411024ce2dd3ae646d012 2013-03-07T14:34:04.627-05:00

MaintenanceNet, Inc., based in Carlsbad, has been presented with a Silver Stevie® Award in the “Sales or Customer Service Solutions Technology Partner of the Year” category in the seventh annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards and customer service awards. The awards were presented to honorees during a gala banquet on Monday, February 25 at the Paris Hotel in Las Vegas.  More than 300 nominated customer service and sales executives from the U.S.A. and several other countries attended.  Judges selected MaintenanceNet on the basis of its Service360TM Auto Quote service revenue automation solution, which doubled service renewal rates for a leading networking manufacturer in 2012. Auto Quote automates the time-consuming administrative tasks of creating and delivering service renewal quotes to customers and ensures that sales organizations can quickly close “low-dollar” service sales, thereby capturing up to 100 percent of the service revenue opportunity available to them.  “Earning a Stevie Award two years in a row is a big honor for MaintenanceNet. Our Auto Quote solution achieved outstanding results for this particular customer deployment, particularly in the areas of data enrichment, partner enablement and revenue gains, and continues to provide a return on investment beyond compare in our industry,” said Kelly Crothers, vice president of marketing for MaintenanceNet. Providing Significant Business Value to Manufacturers and Channel Partners In winning the award, MaintenanceNet was recognized for the significant business value that its Auto Quote solution provides to manufacturers and their channel partners. Offering market-leading capabilities to uncover and generate qualified leads through data management services, Auto Quote automates the delivery of sales opportunities in the form of pre-built quote notifications. By granting its customers unlimited visibility into their service renewal opportunities, MaintenanceNet nurtures the renewal cycle so that manufacturers can quickly and easily provide channel partners with highly qualified leads that they can immediately act upon. “From our perspective this was the most successful Stevie Awards for Sales & Customer Service yet,” said Michael Gallagher, president and founder of the Stevie Awards.  “Not just because of the increase in the number and variety of entries, but in the extraordinary quality of the entries.  Judges have told me how impressed they were with the success stories they reviewed this year. All of this year’s Stevie Award winners are truly deserving.” Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.  About MaintenanceNet MaintenanceNet empowers the world’s leading manufacturers and their channel partners to expand the scope and success of their service sales initiatives. The company has delivered billions of dollars in service revenues, while also improving overall customer satisfaction and retention for the businesses it serves. The key to MaintenanceNet’s success is its proficiency in turning incomplete or inaccurate customer data into actionable business intelligence that drives revenue and profits for manufacturers. MaintenanceNet’s Service360 cloud-based platform and Auto Quote solution expedites and automates sales processes, and provides a channel-friendly approach to service quoting, ordering and renewing. For more information, visit www.maintenancenet.com or call 866-699-7212.

MaintenanceNet, Inc., based in Carlsbad, has been presented with a Silver Stevie® Award in the “Sales or Customer Service Solutions Technology Partner of the Year” category in the seventh annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards and customer service awards. The awards were presented to honorees during a gala banquet on Monday, February 25 at the Paris Hotel in Las Vegas.  More than 300 nominated customer service and sales executives from the U.S.A. and several other countries attended.  Judges selected MaintenanceNet on the basis of its Service360TM Auto Quote service revenue automation solution, which doubled service renewal rates for a leading networking manufacturer in 2012. Auto Quote automates the time-consuming administrative tasks of creating and delivering service renewal quotes to customers and ensures that sales organizations can quickly close “low-dollar” service sales, thereby capturing up to 100 percent of the service revenue opportunity available to them.  “Earning a Stevie Award two years in a row is a big honor for MaintenanceNet. Our Auto Quote solution achieved outstanding results for this particular customer deployment, particularly in the areas of data enrichment, partner enablement and revenue gains, and continues to provide a return on investment beyond compare in our industry,” said Kelly Crothers, vice president of marketing for MaintenanceNet. Providing Significant Business Value to Manufacturers and Channel Partners In winning the award, MaintenanceNet was recognized for the significant business value that its Auto Quote solution provides to manufacturers and their channel partners. Offering market-leading capabilities to uncover and generate qualified leads through data management services, Auto Quote automates the delivery of sales opportunities in the form of pre-built quote notifications. By granting its customers unlimited visibility into their service renewal opportunities, MaintenanceNet nurtures the renewal cycle so that manufacturers can quickly and easily provide channel partners with highly qualified leads that they can immediately act upon. “From our perspective this was the most successful Stevie Awards for Sales & Customer Service yet,” said Michael Gallagher, president and founder of the Stevie Awards.  “Not just because of the increase in the number and variety of entries, but in the extraordinary quality of the entries.  Judges have told me how impressed they were with the success stories they reviewed this year. All of this year’s Stevie Award winners are truly deserving.” Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.  About MaintenanceNet MaintenanceNet empowers the world’s leading manufacturers and their channel partners to expand the scope and success of their service sales initiatives. The company has delivered billions of dollars in service revenues, while also improving overall customer satisfaction and retention for the businesses it serves. The key to MaintenanceNet’s success is its proficiency in turning incomplete or inaccurate customer data into actionable business intelligence that drives revenue and profits for manufacturers. MaintenanceNet’s Service360 cloud-based platform and Auto Quote solution expedites and automates sales processes, and provides a channel-friendly approach to service quoting, ordering and renewing. For more information, visit www.maintenancenet.com or call 866-699-7212. http://carlsbad.patch.com/announcements/maintenancenet-honored-with-stevie-award-for-two-consecutive-years Paula Johns pjohns350 5 4 0 1 urn:com:businessweek:bx:article:5409439516099093476-9c6cd04d9dd09a5e4cfc5db69aae8ed2 2013-05-17T11:55:20.781-04:00

repairit.in is authorized and specializes as sate wise leader in the laptop & projector repair industry combining the special

repairit.in is authorized and specializes as sate wise leader in the laptop & projector repair industry combining the special http://www.repairit.in/ lovisa Christian lchristian842 0 0 0 0 urn:com:businessweek:bx:article:5693245095973599581-c534f8ccb067981e998175eadcfcc374 2013-03-05T06:47:30.623-05:00

If you have ever attended a presentation, webinar or class of mine, you will understand that calls to action (CTAs) in all of your content is critical. Whether it is a website homepage, an event invitation, a product landing page or an informative blog post, a CTA needs to be included. A call to action is just that, a call or request, to get the reader to take an action of some kind.

If you have ever attended a presentation, webinar or class of mine, you will understand that calls to action (CTAs) in all of your content is critical. Whether it is a website homepage, an event invitation, a product landing page or an informative blog post, a CTA needs to be included. A call to action is just that, a call or request, to get the reader to take an action of some kind. http://www.compukol.com/blog/calls-to-action-what-they-are-and-how-to-use-them/ Michael Cohn mcohn283 1 1 0 0 urn:com:businessweek:bx:article:5412891221754095715-4d7e8f7f3a196b599af165abd55d7740 2012-07-09T22:55:51.165-04:00

Sylvain Cottong has worked extensively at these crossroads and as an early Internet evangelist, he has been advising governments & companies on strategies for the networked society. He lives & works in Luxembourg and Berlin.

Sylvain Cottong has worked extensively at these crossroads and as an early Internet evangelist, he has been advising governments & companies on strategies for the networked society. He lives & works in Luxembourg and Berlin. http://business901.com/blog1/at-the-crossroads-of-economics-society-culture-technology-is/# Joe Dager jdager118 1 1 0 0 urn:com:businessweek:bx:article:6475367897896590661-83cfd1aaa226227c2bfc15aee5e21fd5 2013-04-23T10:14:48.968-04:00

The Invisible Sale shows you how to leverage digital tools to attract more qualified leads, shorten your sales cycle, and increase your conversion rates.

The Invisible Sale shows you how to leverage digital tools to attract more qualified leads, shorten your sales cycle, and increase your conversion rates. http://www.conversedigital.com/sales-prospecting/the-invisible-sale-book-tom-martin?utm_source=BusinessExchange&utm_medium=social_media&utm_campaign=BookLaunchPost Tom Martin tmartin858 2 2 0 0 urn:com:businessweek:bx:article:6516863601495370562-af3c3e0d129324a143378536422415fe 2013-03-30T07:17:38.508-04:00

Evangelists, by definition, are thought leaders who pave the way with their writing and their way of thinking. This not only applies to religious situations. It can also apply to business in a very profound manner.

Evangelists, by definition, are thought leaders who pave the way with their writing and their way of thinking. This not only applies to religious situations. It can also apply to business in a very profound manner. http://www.compukol.com/blog/converting-your-clients-and-followers-to-evangelists/ Michael Cohn mcohn283 1 1 0 0 urn:com:businessweek:bx:article:1172073459968383075-d1b2353b237a955b4e103faec356d8d5 2013-04-16T07:21:29.116-04:00

Social CRM is traditional Customer Relationship Management evolved. The addition of social media has taken PR, customer service, and customer experience to the next level. Businesses must heed the new dynamic when it comes to Social CRM; the customer is at the center of the relationship and engaging with your business through many different channels.

Social CRM is traditional Customer Relationship Management evolved. The addition of social media has taken PR, customer service, and customer experience to the next level. Businesses must heed the new dynamic when it comes to Social CRM; the customer is at the center of the relationship and engaging with your business through many different channels. http://www.compukol.com/blog/social-crm-how-companies-can-evolve Michael Cohn mcohn283 14 13 1 0 urn:com:businessweek:bx:article:14763081314874633792-4d80c39d1f1192241f36e2ba0c315d0f 2012-12-26T12:58:43.155-05:00

As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my posts from this year and extracted a number of datapoints that you might find interesting… Value/ROI of Customer Experience: Consumers are almost 7x more likely to follow advice from a health plan after having satisfactory…

As you’ve probably noticed, our research is full of rich data from companies and consumers. So I looked through my posts from this year and extracted a number of datapoints that you might find interesting… Value/ROI of Customer Experience: Consumers are almost 7x more likely to follow advice from a health plan after having satisfactory… http://experiencematters.wordpress.com/2012/12/26/interesting-cx-data-tidbits-from-2012/ Bruce Temkin btemkin340 1 1 0 0 urn:com:businessweek:bx:article:3316938093528032946-2a647e10d79035d4d5d14d75bb8485db 2013-04-04T10:40:19.365-04:00

This is the third in a series of posts dedicated to creating more effective destination marketing strategies and tactics. Tom Martin, works with DMOs and CVBs.

This is the third in a series of posts dedicated to creating more effective destination marketing strategies and tactics. Tom Martin, works with DMOs and CVBs. http://www.conversedigital.com/digital-strategy/destination-marketing-strategies?utm_source=BusinessExchange&utm_medium=social_media&utm_campaign=KLpost Tom Martin tmartin858 14 14 0 0 urn:com:businessweek:bx:article:278540614489341132-6109726975528689ba1ea094738fcb34 2013-02-18T03:55:04.439-05:00

The multiplied financial development of both India and China suppliers in latest decades has been concentrated on considerable plan and research....

The multiplied financial development of both India and China suppliers in latest decades has been concentrated on considerable plan and research.... http://blog.bharatbook.com/index.php/positive-service-sector-growth/ Ross Taylor bbook094 6 6 0 0 urn:com:businessweek:bx:article:8864678591395282154-4f1bff48f37deeaa8d3f34b948233042 2013-03-26T09:09:38.681-04:00

A Southwest Airlines Boeing 737 (Photo credit: Wikipedia) I recently had the chance to talk about customer focus with Jonathan Clarkson, Director of Southwest Airlines Rapid Rewards loyalty program, and initially I was surprised by just how much Southwest Airlines and Oracle have in common from a customer experience perspective. [...]

A Southwest Airlines Boeing 737 (Photo credit: Wikipedia) I recently had the chance to talk about customer focus with Jonathan Clarkson, Director of Southwest Airlines Rapid Rewards loyalty program, and initially I was surprised by just how much Southwest Airlines and Oracle have in common from a customer experience perspective. [...] http://www.forbes.com/sites/oracle/2013/03/26/getting-on-board-with-customer-experience/ Peter Fretty pfretty150 14 13 0 1 urn:com:businessweek:bx:article:2608226204093248042-aff65394367dbf3978996fa21e07ff40 2012-07-11T13:32:19.303-04:00

http://experiencematters.wordpress.com/2012/06/27/2012-temkin-customer-service-ratings/ Bruce Temkin btemkin340 2 2 0 0 urn:com:businessweek:bx:article:5104467663655310716-f57ea74e9f19b186f484573868a2de99 2013-03-19T07:03:57.042-04:00

If you have been in business for a while, you probably understand that it isn’t enough to have a few (or many) clients. You need to cultivate relationships with and continue to grow within the relationships with your clients constantly.

If you have been in business for a while, you probably understand that it isn’t enough to have a few (or many) clients. You need to cultivate relationships with and continue to grow within the relationships with your clients constantly. http://www.compukol.com/blog/acquiring-a-deep-understanding-of-your-clients/ Michael Cohn mcohn283 15 15 0 0 urn:com:businessweek:bx:article:9901783482698647340-c2611934267d34688ea56c06b3b39728 2012-07-18T22:38:51.488-04:00

ServiceDesign Teacher and Practitioner, Vincenzo Di Maria was my guest on the Business901 podcast, Instructor Comments on Teaching Service Design.

ServiceDesign Teacher and Practitioner, Vincenzo Di Maria was my guest on the Business901 podcast, Instructor Comments on Teaching Service Design. http://business901.com/blog1/teaching-service-design/ Joe Dager jdager118 5 5 0 0 urn:com:businessweek:bx:article:322131544464568670-aac70495f1feac16a705c01788ec4d15 2013-01-20T09:40:02.456-05:00

This is the difference! The stand that excels goes beyond OK! They engage with the customers more. They know everything about the store not just their products.They know about the area, other shops, schools etc. Their local knowledge is far superior. They engage, advise and then capture the customer by making themselves the “go to people”. This could not be more evident upon people walking through and making a point of saying hello by name.

This is the difference! The stand that excels goes beyond OK! They engage with the customers more. They know everything about the store not just their products.They know about the area, other shops, schools etc. Their local knowledge is far superior. They engage, advise and then capture the customer by making themselves the “go to people”. This could not be more evident upon people walking through and making a point of saying hello by name. http://www.gavinsbusinessblog.com/2012/11/26/not-just-a-pretty-face/ Julie Walraven jwalraven296 13 13 0 0 urn:com:businessweek:bx:article:8347238598903035793-159c95057f074fc07f0c94c3af2acd04 2013-01-16T17:21:00.513-05:00

In Clayton Christensen’s well-publicized milkshake marketing video and HBR article “Marketing Malpractice: The Cause and the Cure,” he proposes doing market segmentation differently: around the job-to-be-done. We have the utmost respect for Christensen, but …

In Clayton Christensen’s well-publicized milkshake marketing video and HBR article “Marketing Malpractice: The Cause and the Cure,” he proposes doing market segmentation differently: around the job-to-be-done. We have the utmost respect for Christensen, but … http://www.innovationexcellence.com/blog/2013/01/16/innovation-fail-milkshake-marketing/ Braden Kelley bkelley034 5 5 0 0 urn:com:businessweek:bx:article:4137645411309984510-906a71f326aff2e120a094b2170cf6a9 2012-07-17T10:27:53.507-04:00

Wireless sensors are starting to unleash a wave of disruptive innovation that will bring with it immense entrepreneurial opportunities. There will be more wireless sensors in our world--by far--than there are smartphones, dumb phones, tablets, laptops and PCs combined. Billions upon billions today--and trillions tomorrow.

Wireless sensors are starting to unleash a wave of disruptive innovation that will bring with it immense entrepreneurial opportunities. There will be more wireless sensors in our world--by far--than there are smartphones, dumb phones, tablets, laptops and PCs combined. Billions upon billions today--and trillions tomorrow. http://www.fastcompany.com/1842812/sensors-are-about-to-disrupt-everything Bruce Kasanoff bkasanoff112 2 1 0 1 urn:com:businessweek:bx:article:1854109116031191023-8680adf4054128d1470209c7602b253e 2012-12-28T15:02:40.917-05:00

Some companies are starting to think about customer service in terms of a marketing expense. That’s a good thing.

Some companies are starting to think about customer service in terms of a marketing expense. That’s a good thing. http://www.hyken.com/customer-service-2/is-customer-service-the-new-marketing/ Shep Hyken shyken027 42 42 0 0 urn:com:businessweek:bx:article:18289179958034309444-de09487400b6ae69cfae30798b494fa7 2012-05-26T06:39:03.287-04:00

If your business is new, when you are building your online marketing strategy, your Email campaign is very important for your success. When it comes to Email, if you don’t get it right initially, you may have problems later on.

If your business is new, when you are building your online marketing strategy, your Email campaign is very important for your success. When it comes to Email, if you don’t get it right initially, you may have problems later on. http://www.compukol.com/blog/breathing-life-into-your-new-businesss-email-strategy/ Michael Cohn mcohn283 2 2 0 0 urn:com:businessweek:bx:article:10896837131502163791-f810ed4491d625c83b7a72b8f8396b6c 2013-03-07T16:28:58.686-05:00

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin)

Connecting Brands, Leaders, Employees, and Customers (by Bruce Temkin) http://experiencematters.wordpress.com/2013/02/27/2013-temkin-experience-ratings-2/ Bruce Temkin btemkin340 3 3 0 0 urn:com:businessweek:bx:article:15923539011322954084-011aaa39d0dc20e826d516ff498c8924 2012-12-19T13:35:19.390-05:00

every single employee in your company, especially the front-facing teams like sales and customer support, are all responsible for brand management. This specifically includes your contact center staff, a branding resource many businesses fail to leverage effectively.

every single employee in your company, especially the front-facing teams like sales and customer support, are all responsible for brand management. This specifically includes your contact center staff, a branding resource many businesses fail to leverage effectively. http://www.salesportal.com/blog/contact-center-employees/ Saurabh Khetrapal skhetrapal698 2 2 0 0 urn:com:businessweek:bx:article:16157891512255712717-f712ad9f416564be24c040841ac10577 2013-02-05T10:25:44.009-05:00

One of the most difficult aspects of a sale is the initial approach to the customer.  What do you say? Do you lead with a sales pitch? Do you try to connect with them on a personal level?  Below you will not

One of the most difficult aspects of a sale is the initial approach to the customer.  What do you say? Do you lead with a sales pitch? Do you try to connect with them on a personal level?  Below you will not http://www.switchpay.com/the-art-of-approaching-a-potential-customer/ M. Latham mlathams851 20 18 0 2 urn:com:businessweek:bx:article:380341597130606128-93a2ef0d73d0f7147b585ae2f9f98679 2013-01-16T17:29:11.142-05:00

1. It costs a lot less to keep an existing customers and turn them into advocates. Finding new customers costs you time and money. 2. Delivering an exceptional customer experience, shifts the focus away from the price.

1. It costs a lot less to keep an existing customers and turn them into advocates. Finding new customers costs you time and money. 2. Delivering an exceptional customer experience, shifts the focus away from the price. http://www.gavinsbusinessblog.com/2013/01/16/7-reasons-why-you-should-focus-on-delivering-exceptional-customer-experience/ Julie Walraven jwalraven296 17 17 0 0 urn:com:businessweek:bx:article:16428283679452052056-999c386509794efa5fab939d8435c623 2012-11-27T05:45:46.132-05:00

Successful organizations (those that are not relying on “luck”) realize the importance of understanding their market through the process of Segmentation, Targeting and Positioning.

Successful organizations (those that are not relying on “luck”) realize the importance of understanding their market through the process of Segmentation, Targeting and Positioning. http://www.compukol.com/blog/knowing-your-target-market/ Michael Cohn mcohn283 3 3 0 0 urn:com:businessweek:bx:article:17358117852741451552-352f6a6bf9c3890e96f0d6dc26722409 2013-02-19T12:38:36.596-05:00

Unengaged employees can’t create engaged customers.

Unengaged employees can’t create engaged customers. http://www.1to1media.com/view.aspx?docid=34114 Bruce Temkin btemkin340 10 10 0 0