Kevin Wessels

The Guiding Light to Achieving Customer-Centricity

Due to the new challenging economic realities of the COVID-19 pandemic and the global hyper-competitive environment, many firms are desperately trying to sustain performance levels and keep customers happy. As customer expectations rise and brand loyalty declines faster than ever before, the firms that...

Enhance Service with CRM and Crush Your Competition

In today’s competitive and often crowded marketplace, it is essential to make your clients feel valued and appreciated so that they constantly return for repeat business. Understanding a prospect’s unique needs and effectively fulfilling those needs in a personalized fashion can potentially lead...

Client Communication and Follow-Up Blunders to Avoid

Across nearly every industry, highly questionable sales and service behaviors are unfortunately quite prevalent in many sales cycles, new client onboarding processes, post-sale communication, and client inquiry/incident support channels. The purpose of this article is to cite three behaviors to avoid if you...

Lower Client Acquisition Costs and Effort with CRM

When leading firms justify or promote their investment in CRM, they often cite how their CRM software platform and firmwide client-focus strategic initiative help them achieve significant gains in revenue, efficiency, and client satisfaction. These naturally are incredible benefits and they definitely result in...

Is Your Pipeline Reporting Process in Need of an Overhaul?

Many organizations are still using Excel to manage their leads and opportunities. Despite being the industry standard for spreadsheets, Excel does have its drawbacks when used to track and report on sales pipelines. First and foremost, the administrative overhead of using Excel for this...

The Comprehensive CRM Client Profile: Pursue it or Perish!

Customers reveal key information during every interaction with your company, from the initial contact to the first purchase and onward to any post-sales activity. Thus, it is crucial that firms accurately, consistently, and efficiently collect, store, and internally share this data. Ultimately, the objective...

30+ CRM KPIs to Stay on Track and Elevate Performance

At the heart of a firm’s CRM strategy is the desire to better understand and relate to one’s client base and improve the management of ongoing prospect, customer, and partner interactions. A top-tier CRM system offers historical analysis capabilities that provide firms with not...

CRM is a Never Ending Voyage: All Aboard!

In today’s ever-changing, interconnected global economy, CRM is often a hot topic on the corporate agenda. CEOs are demanding more sound, practical approaches to building customer loyalty and lifetime value to maximize company growth, revenues, and profits and to stand apart from the competition....

First Things First – Crystalize Your CRM Customer Strategy

Firms of all sizes in multiple industries across the globe are turning to CRM to attain and maintain a competitive advantage. Companies rely on CRM solutions to track valuable prospect and client information, such as: contact data demographics interaction activity transaction history key decision-makers influential…

Firms Not Investing In CRM Still Running Behind

Research from Bain & Company indicates that as little as a 5% increase in client retention can provide companies with a 75% boost in profits. In today’s intensely competitive global marketplace, an increasing number of best-in-class firms utilize CRM to drive performance across the...

Full Speed Ahead – If Not Now, When?

Growing industry leaders, pioneers, and visionaries recognize that it is a business imperative to have an innovative CRM platform in place in order for them to successfully execute their customer-centric cultural transformation and strategic initiatives. Unlike many of their competitors, these organizations do not...

Are We The Only Ones Still Using This Ancient CRM?

Not a week goes by without a new software company or third-party add-on solution entering the CRM marketplace. Gartner continues to find that CRM is not only the largest enterprise application software segment but also the fastest growing. Being that proven, larger, and...

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