Cost Management

Why Customer Relationship Care is Better than Customer Relationship Management

October 7, 2010

Implementing a CRC strategy requires that the marketing team work closely with the customer care team to identify bottlenecks, policies, and processes that reduce service quality. Everything a company does provides some sort of service for the customer whether it is a marketing campaign, answering questions, or delivering products. When team members start seeing their functions within the organization as serving their customers, it is a game changing event.

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5 Reasons Why You Should Start Getting Ready for Holiday 2009 NOW!

May 1, 2009

In five months, give or take, you will receive your first holiday order. If you are like me, that seems like a long time away. When your “to do” exceeds your time, it is hard to think about tomorrow. Thinking two seasons forward is almost impossible. But, what if I told you that what you do now can make or break your holiday season?

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Leveraging Cross Channel Resources to Reduce Costs

February 13, 2009

If you create an integrated cross channel business model, your can have your service cake and eat it, too. We have all been in those budget meetings where the CFO recommends cutting service to reduce expenses.

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The High Cost of Poor Product Knowledge in a Multichannel World

February 12, 2009

Competition is unrelenting, costs are escalating, and consumers are hesitant in the multichannel marketplace. When a potential buyer calls the company for more information, the difference between a sale and an expense is the conversation with a customer service representative (CSR).

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Penny Management: Increasing Profits One Lincoln at a Time

February 4, 2009

If you look at an individual dollar, it won’t buy much. Maybe a burger or a taco from a fast food resturant, but it leaves you thirsting for more. When I participate in strategic planning meetings with my clients, I am never surprised to hear “it’s only a dollar.” After all, every other commercial touts dollar menus.

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