Alan J. Zell

Don’t Drop Customer-Centric Programs Just Because They Don’t Fit the System

Trade may be truly called an ocean; and those that sail in it, however experienced, have always need of directions; the various changes and turns that it takes in the nature of things, and by the length of time , are such, that the...

You Can Craft a Commission Plan to Make Reps and Managers Winners

Contrary to what most people believe, commissions will never turn a poor salesperson into a good salesperson or a good salesperson into a great salesperson. They do, however, make great salespeople greater—if they believe they are being compensated fairly and if their commission rate...

The Wedding Registry: Automation Killed an Age-Old Focus on the Customer

Before we had CRM, what did businesses do? Only a few of the companies or sales reps who called on our family jewelry and giftware business had any records related to what we were buying. Even sales managers (a misnomer, if there ever was one)...

Sales Technology Should Help Customers Help Their Customers

Is the goal to make technology work for salespeople or should it be to help the salesperson's customers? Salespeople, after all, are the face of the company for the customer, and it's their job to help customers help their customers. This is important, whether...

For Your Business To Thrive, Concentrate on All Three Types of Customers

All businesses, no matter what they do or sell, have three types of customers: Product customers: the people who buy their products/services People customers: employees Profit customers: the people who have invested in the company and are expecting a return on their investment But too…

Make It Clear to Employees What You Expect of Them–and Your Business Will Benefit

When I was in retailing in our family's fine jewelry and gift business before I went into consulting in 1983, something took place that I had not thought of or intended to have happen. It related to employee job reviews. Let me set the stage....

The Little Things Count When You Recognize Your Employees as Company Ambassadors

Whether you realize it or not, your employees have been ambassadors since they first interviewed for the job. Yes, it goes back as far as that because even before the interview takes place—in the time between when the appointment is made and the appointment—the...

What You Get Out of Viral Media Depends on What You Put Into It...

Viral social media is the talk of business today, but when you get down to it, is this new phenomenon so very different from plain old networking—all the things executives have done for years by joining social and athletic clubs and trade associations; going...

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