Get Customers Excited
-- Every Time They Call or Send email”
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From: Dr. Khaled Al-Bulaihed
Date: 04-Feb-2008
Yasser said “I am sorry to say; but I will compare Feronza with a camel in the desert. Because that camel has no idea where it is going and where he will find water.”
"Feronza" is a women accessories retail company in business for 5 years but with limited financial success. Its CEO, Mr. Hassan, got completely stressed due to cash flow pressure and slow sales. He has contacted the consultant firm to analyze the situation and come up with a fast solution. Although Feronza was one of the pioneers in the women accessories industry, their customers are decreasing day by day. On the other hand, new competitors are entering the market and expanding. This only proves that their industry is not declining, so what is Feronza problem!!!
Ali: What happened? It is a good company.
Yasir: Ya, I know
Ali: Then why are you saying like this.
Yasir: Basically, once I read an ad and got interested in buying the product from them so just to get more information on the product I dialed their number, but every time I call the line is busy or no one is there to attend the call. But after 3 to 4 tries, the agent attending the call was unable to give me correct information and asked me to visit the office.
The next day I visited the office and no one exactly knew that from whom I can get the correct information. Some one told me that Mr. Ghanim can give you right information. I met and asked him, he was referring back to his colleagues and they were opening their cupboards and scattering through files but still I was unable to get the complete information. So don't you think I should be angry on them?
Ali: Ya, in fact any one would get frustrated in such a case.
Yasir: So, from that day, whenever I want to buy a similar product, I go with their competitors.
After the trip, Mr. Ali thought of it and found the problem.
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Then the second phase of the project came, what can be the solution to the these problems.
Mr. Aslam suggested that we can contact any software house and develop a product that will handle customer's queries and will synchronize the way the company works.
Mr. Amjad suggested that they can outsource a contact center to handle customer's queries or they can use Customer Relationship Management products from SAP, Siebel, Salesforce.com or any one else along with a communication tool from CISCO or Avaya.
Although both the above mentioned suggestions might solve the problem of customer queries, bigger techno companies can be good in delivering the product but the cost will be increased to a large extent and if you are ready to invest $500K just for back office integration. So, it's up to you and in such a case I may not be the right choice for you because I want companies to spend more on other activities than the IT, because I save client's money as I am certified in open source technology solutions. Without paying the license fee you can definitely get something that is way much better and you will have more exiting features using the open source Sugar CRM and trixbox enterprise phone system.
Do you want to make your job 60 times easier by having everything in one comprehensive system? You will spend months researching many other options out there, including some expensive, very expensive customized database and CRM products. But, what we already are giving you; Sugar CRM with trixbox and the capabilities that comes with it compared to other commercial vendors, and it has a beauty of open source. So, your cost will be recovered in 2 weeks after the installation.
The solution that I have mentioned above of Sugar and trixbox is an ideal solution for SME; especially like you. I am proud to say that I provide training on Sugar CRM and trixbox.
The main focus of this training is about being a part of a small or mid-size business. The principal constituencies within a Small or Mid-Size Business (SMB) addressed by this training include senior management (an owner, partner, shareholder, or manager), the Information Technology group (the CTO, or an IT manager, specialist, or advisor), the Sales department (Sales Manager or quota-bearing sales executive or representative), as well as the Administration (both, the managers of finance, and administration, as well as the rank and file employees). The objective of this training is to demonstrate and explain how to improve your business processes, business performance, and quality of life using Customer Relationship Management (CRM) tools created specifically for managing small and mid-size businesses .
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Training Benefits
The technology has always been a necessity to lighten the load of managing a small business and with the recent advances in the field of CRM for small and mid-size businesses, so you cannot stop yourself. Until recently, smaller businesses typically could not afford management tools of this type, and even when they could, those tools were more oriented towards larger businesses, and they found them impractical and unwieldy.
Throughout the training we will endeavor as much as possible to deal with CRM from a business point. Apart from the business scenarios and customization according to your business needs, technical aspects will also be discussed practically, explaining how to configure your CRM, and link your CRM to external portals and lead capture mechanisms. We (you and us, that are) will be using a leading open-source CRM tool, SugarCRM, a good example of the very capable yet affordable CRM tools that are available now, and focus on the needs of smaller businesses.
Although, we will see that the Contact Center is the core of CRM and for Contact Center another leading open-source IP PBX tool, Trixbox, an excellent example of a very capable yet quite free as compared to others is now available, and is the best choice for SME's. It is a tool that will change the way how to do business, by calling each other for free.
In this training we will not just discover the specifics of installing and implementing SugarCRM and Trixbox although we will cover those issues in detail. We will also explain the business context, and describe a broader business perspective on the generic issues of CRM implementations in smaller businesses, what it can do for your business, how best to implement it, and how should it be customized to maximize your business benefits. By the end of the training, you too will be doing business—better.
Do you know that 80% of the interactions are done through phone? How much telecom technology do you use on daily basis to keep up with your customers? Do you think that a company can survive without communication? No, Not at all!!!
So boosting Customer Phone Service (CPS); means boosting the business.
Don’t just think off that after the 2 days workshop you will be doubling your sales because you will definitely be multiplying your sales as you get mature in lead generation marketing, multi step marketing, workflow management and many professional best practices that we have for you.
The topics covered in the training will be:
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After taking the training you will your self be mature enough to take decisions based on the knowledge you'll gain and will be convinced and will be able to convince your top management (if you are under someone) and explain the benefits of the CRM and IP Telephony especially with open source technology.
Businesses have complex needs for marketing, sales, service and customer management and employees are being forced to use different software programs, databases and tools together such as excel, word, power point, sticky notes, phones, email tools etc. to meet their range of needs and try keeping to merge these programs.
The problem with this approach is those systems weren’t built to communicate together so all are left with a hog bog solution that cages everyone into the daily operation of our business and prevents everyone to use a single centralize business system activities.
CRM allows you to grow quickly and profitably by enabling them to organize, centralize and automate their marketing sales and customer management. CRM is an active system that will automatically take actions according to the customer behavior which will save the precious time and resources.
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1000$ worth of gifts including a laptop 
Do you want to make your life easier, automate your follow-up process, standardize your sales process or earn more money! Just get a glimpse of Sugar CRM through our training and you would not believe what that software can do? Although you might get hurt that how long you lived without something like Sugar CRM!!! You will love how it automatically adds or remove someone from a campaign. You will forget how to handle things manually. Just some clicks and the email campaign is sending personalized emails to boundless customers and all automatically.
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CEOs, Presidents or Vice President
Let's go back and see what were the consultants saying when they identified the problem of “Feronza”.
After the discussion, Dr. Jamal the senior most consultant suggested to have a meeting arranged with the CEO of “Feronza” before submitting the report:
Meeting
Dr. Jamal: Do you know; who pays you?
Hassan: No one pays me, I am the CEO, and I get the profit.
Dr. Jamal: You know that customers have the power of firing everyone from the clerk to CEO, because they are the one; paying you. If your customers are not satisfied, then how will you get paid! Your company is not financed by the government; you are financed by your customers. What ever kind of business you are in, what ever is your style of doing business (B2B / B2C).
Hassan: But in the beginning I was good.
Dr. Jamal: Ya, may be because at that time you were new and your prices might be low. But if you are selling something at the same price as your competitors but not giving them the correct service. What is the probability that they will continue to do business with you.
Hassan: Very Less.
Dr. Jamal: Less!!! I'll say 0%; let me give you an example. You are at any supermarket buying your grocery and stuff. What if after paying for the grocery there is no one to put your grocery in shopper and even the cashier is busy with another customer or his friends. Will you visit that supermarket again?
Hassan: Definitely not; I may also yell at the manger.
Dr. Jamal: Same is the case with you, you sold your product in the beginning but do you think that, you are giving service to your customers?
Hassan: Ya, service means a lot.
Dr. Jamal: Can you tell me how you sell your products.
Hassan: We advertise in newspapers and magazines.
Dr. Jamal: A friend of mine, he was really enthusiastic and passionate and was doing good business. Once I met him in a coffee shop. We started chatting, I asked him about his business. He said he made a big mistake and suggested me never to use newspapers or magazines.
Hassan: Why?
Dr. Jamal: Sir, do you know what you are paying for a quarter page ad in a newspaper; It might be a percentage of your revenue. Ok, at times, business men used to market their products like this. But a new era of marketing has been evolved. Use email campaign, get in depth knowledge who read your email, who visited your website, who actually did business with you and completely automated!
Hassan: Really?
Dr. Jamal: Yep, and you know what will it cost you just a fraction of your newspapers or magazines ad.
Also one thing that I observed was that there is no sales process. Every one is doing sales what ever style he likes.
Hassan: I really do need to change the way I do business and I will be doing this only for my customers as I read some where that for Christians – Customer is the King and for Muslims – Customer is your teacher so do respect him.
Dr. Jamal: Yes, definitely, there are many questions that I would like to know
- What does success look like for your business?
- What are your key business objectives and strategies?
- How do you measure your firm's success?
- What are the key challenges and barriers you face as an organization?
The answers to these questions will help you better understand the potential role your product and your organization can play and will help to shape your strategy for how you sell your products or services to the customer.
I have created a design in which I am giving a glimpse of how to deal with existing and new customers using hotline number and the web.
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| After the consultation Mr. Hassan took CRM training and developed his Marketing, Sales, Service, Analytics and Contact Center skills. He got so impressed that after a week other employees also started taking the training and he stated implementing SugarCRM in his company. In just 2 week the company started improving and after 3 months Mr. Hassan was called by a leading news channel for an interview for his sudden success. Let's get a highlight of the interview. "It was like Eid for me when I found Blue Service & SugarCRM" I have attended many seminars and discussions and I used to sell my products using all the marketing ideas and concepts that I learnt and I used to do to good business but something was missing. Each employee is using his own style or tools (excel/sticky notes/ access database…) that they like to work. I have used many ways to boost my marketing and sales activities, but every time I was lacking something, but the day I was introduced to the CRM concept and mostly SugarCRM, that day was Eid! I was actually skeptical in the beginning but within only few days I realized I got what I needed. Before if we had 600 or more leads by any means each and every lead has to be printed and entered manually but now every thing is done automatically. We implemented SugarCRM with trixbox, we got more time to work on campaigns and make more money. Also as it is an open source; I thought that on Eid day only children use to get gifts but this Eid I also got one in the form of SugarCRM. I love SugarCRM! I'll tell my friends and anyone else who is listening that they should take a look at this software if they want to automate their sales and marketing and make dynamic decision based on analytics. Not only is the software great, but when I have a question, their support team is very helpful. I will like to thank them for the great product and the support they offer.
Sincerely, Dr. Khaled Al-Bulaihed  Free Consultation |
| P.S. 3 months from today you can be well on your way to making a great part-time business or... you could be in the exact same spot you are right now. It’s your choice! Register Right Now!
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