E-Commerce 1

Keeping more clients with better customer service
Keeping more clients with better customer service One thing we have to keep in the forefront of our minds as our business begins to grow is the power of customer service. After all, we are all in the business of fixing problems. Every client you have right now is your client because he or she had a problem and you fixed it, simply put. Never thought of it that way, this fact is true, and the reason you are reading this right now is, there is something you want to do better, or want to begin doing so in essence you are looking for a solution as all your clients are, when they call you. If we can remember this from the company level then we will look at customer complaints from a different perspective. When a customer complains, about a service or product, he/she does not really care about your product or service, what they care about is the problem they were, having in the first place that is as of yet unresolved. Your client has made a purchase from you, for you to fix there particular problem and your solution has come up short. The only thing that the client is looking for is to have his original problem fixed. Below is and example of customer service explained and how it has saved one client and created an onslaught of referrals from this client. Let us assume one of our clients calls in and begins to complain about how long it took our company to repair his pc. He also tells us there is another company online that does remote support and they have a 24×7 30 sec response time. In addition, it took us 1 hour to respond and 15 minutes for repair. So what do we do, the product he purchased (DirectTek core) clearly states response time to calls are 2-4 hours and our (DirectTek pro) has a 30 second response time and repairs average 8 minutes. Clearly, our client has purchased the wrong product and what he is upset about is the solution we presented does not fit his needs. The biggest mistake we could make at this point is putting the blame on the client. We could tell him that when we presented our solution to you, it was your company that chose the core product; furthermore, our response times are clearly indicated. We would be right in telling him that but we would probably be with one less client. Instead, we choose to use the opportunity as an up sell versus a loss of a client. we would tell the client in this example, “Sir we are sorry we did not live up to your expectations, but we do have a product that is better suited to you needs and at this time we would like to offer you our DirectTek pro. This solution will resolve your downtime issues and due to you being unsatisfied with our other product we will offer it to you at a 10% discount rate with one month free”. For us to do this our profit margin on that sale will be less then usual. We also have to give him a month free (more loss) but remember the client has already purchased the first product(profit) now he purchases a second product (profit) and he will tell his colleagues about how great our company is, (word of mouth) all in all I think the customer service went a long way. Good customer service does not have to be performed only in the face of problems though. One of the most profitable forms of customer service comes in the form of cross selling. Let’s use our insurance broker as an example. One of our clients (Associated Management) implemented a cross sale, customer service plan here’s how it works. They specialize in worker’s compensation they also carry automobile, fleet, and life insurance. They implemented a customer service call center which would call there existing customer to make sure they were happy with there current insurance solutions. They then began the up sell process of explaining to them the discount they would receive by converting there fleet, life and automobile insurance over to them. As well as making it more convenient to the client by having to only, keep track of one company instead of dealing with multiple companies. It lead to an 11.3% increase in revenue (recently implemented give us some time) Conclusion: Stay in the business of fixing problems and you will stand a better chance of staying in business.12 Years as an I.T. professional, jobs involve but not limited to Help Desk manager,Jr Admin, Sr.Admin,MIS Director,MIS Account Manager/purchaser,Technical Outsource Coordinator,Software Trainer,Network Design. Currently I.T. Consultant
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Role of Information Technology in Growth of Business
Information technology (IT) refers to the management and use of information using computer-based tools. It includes acquiring, processing, storing, and distributing information. Most commonly it is a term used to refer to business applications of computer technology, rather than scientific applications. The term is used broadly in business to refer to anything that ties into the use of computers. Mostly businesses today create data that can be stored and processed on computers. In some cases the data must be input to computers using devices such as keyboards and scanners. In other cases the data might be created electronically and automatically stored in computers. Small businesses generally need to purchase software packages, and may need to contract with IT businesses that provide services such as hosting, marketing web sites and maintaining networks. However, larger companies can consider having their own IT staffs to develop software, and otherwise handle IT needs in-house. For instance, businesses working with the federal government are likely to need to comply with requirements relating to making information accessible. The constant upgrade in information technology, along with increasing global competition, is adding difficulty and hesitation of several orders of scale to the business and trade. One of the most widely discussed areas in recent business literature is that of new organizational network structures that hold survival and growth in an environment of growing complexity. Effective implementation of information technology would decrease liability by reducing the cost of expected failures and increase flexibility by reducing the cost of adjustment. The businesses reaction to the environment remains to be the vital determinant for its effectiveness. The capabilities and flexibilities of computer-communication systems make them gradually more appropriate to businesses by being able to respond to any specific information or communication requirement. Information Technology is having impact on all trade industries and businesses, in service as well as in manufacturing. It is affecting workers at all levels of organizations, from the executives to middle management and clerks. Information technology is increasingly becoming a basic factor of all types of technologies such as craft, engineering, routine, and non-routine. The advances in Information Technology would result in remarkable decline in the costs of synchronization that would lead to new, concentrated business structures. It enables the business to respond to the new and urgent competitive forces by providing effective management of interdependence. In the near future businesses would be facing a lack and a redundancy of information called information glut. To solve the information-glut companies will need to introduce methods for selective thinning out of information. Improvements in telecommunications will make it easier to control business units dispersed over different parts of the world. Advances in telecommunications, would result in increased distance-communication. Indirect communication would be preferred for well-structured information for routine, preprogrammed and decision processes. William King is the director of <a href=http://www.wholesalepages.co.uk> UK Wholesale Suppliers</a>, <a href=http://www.dailytrader.com> Wholesale Suppliers </a>, <a href=http://www.aidandtrade.com> Dropshipping Directory</a>, and <a href=http://www.zameen.com> Pakistan Property Portal </a>. He has 18 years of experience in the marketing and trading industries and has been helping retailers and startups with their product sourcing, promotion, marketing and supply chain requirements.
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