Friday, July 4, 2008

Customer Relationship Management (CRM)

Managing relationships with customers effectively can have a significant impact of business profitability.

Whether it’s the need to win new customers, retain existing customers, improve customer satisfaction or service customer accounts more efficiently a systematic approach to managing customer and potential customer relationships can help improve the bottom line.

Developments in business software have given organisations the capability to capture more information about their customers. Sharing this information with the relevant people within the business can lead to improved profits by

  • sales analysis to identify buying patterns and preferences

  • ability to cross sell additional products or services – enabling sales staff to proactively inform customers that “customers who bought this product also bought X or Y“

  • ensuring that staff can be made aware of specific customer requirements readily and not relying on the knowledge that of a few individuals within the organisation

  • ability to track customer interactions across the organisation – “ the right hand knowing what the left hand is doing” eg salesperson about to quote for big sale knowing that the customer has an important customer service call logged

  • improved target marketing based on better knowledge of customers requirements and buying trends

  • improved communications with customers , logging of contact history

  • ability to deal effectively with complex customer organisations across multiple sites, departments, functions, sites etc

  • visibility of customer interactions across the organisation can enhance the customer experience as re-enforcing the impression that your employees understand their business will help strengthen their relationship with your organisation

  • improving the organisation’s ability to manage it’s sales pipeline will improve it’s ability to respond to customer requirements and plan resource utilisation

Customer relationship management (CRM) is about utilising technology to allow your business to offer work more closely with their customer base, understand their requirements and enhance their customer experience.



An effective CRM strategy should be about

  • making it easier for your customer to do business with you

  • making it easier for you to do business with your customer

Effective CRM will improve customer retention, business efficiency and bottom line profitability whilst enhancing the organisation’s ability to grow and expand it’s customer base.

Author : John Hickey ACMA, CPA, BBS

John who if the founder of Koncept Business Solutions is a Chartered Management Accountant with over 20 years exerience across industries ranging from Food Processing, Manufacturing, Wholesaling, Service and Information Technnology.

Visit us at http://www.konceptbiz.net/

Thursday, July 3, 2008

15 Tips You Increase Your Sales, Profitability and Customer Loyalty

Author : Pat Hasset


About the Author :
Pat Hassett draws on more than 30 years experience in sales, sales management and sales support in a number of industries. He specializes in helping non-traditional salespeople become competent and confident in their sales efforts. Learn more at www.salesnowonline.com and http://blog.pathassett.com/.


Article Source :
http://www.bestmanagementarticles.com
http://customer-relationship-mgt.bestmanagementarticles.com


You may find some of these tips to be familiar. Maybe you practice some of them now. Or maybe they have slipped from your memory and your daily routine. Others may even be new to you. Whatever your circumstance, they're just as valid now as they ever were - and perhaps more relevant today than ever before. Put them to regular use and watch your sales, your profits and your customer loyalty increase to new heights.

1. Employ a consultative approach to selling. Learn about your customer's business and find out how you can help them achieve their strategic goals. Propose solutions that will alleviate their "pain", and allow them to realize reduced costs, higher productivity or increased revenues.


2. Offer what you know - not just what you sell. Customers expect more today than ever before. Share your expertise with them. The value you add to your relationship with your customers will come back to you in the form of increased sales and customer loyalty.


3. Find out "what's in it" for your prospect. How would a successful outcome affect them personally? What do they hope to achieve by doing business with you? Sure, your proposal needs to make good business sense - to be a good business decision for your prospect. But dig deeper. Find out how they'll personally benefit from doing business with you and make their "dreams come true."


4. Work with your prospects to prioritize their stated goals. Whatever change to their situation your solution offers, it must align with your prospect's priorities. Help them identify, rank and place a value on relieving their "pain points."


5. Remember that you're selling benefits, solutions and results - not features. Your customer doesn't care how many bells and whistles your product boasts. They just want to know what it will do for them. Show them how your product or service will streamline operations, foster higher employee retention, increase sales, reduce costs or help them achieve their highest-level strategic priorities.


6. Become a trusted advisor. Demonstrate to your customers that you will serve their best interests by staying informed about their business and their industry, by offering only those products or services that will truly benefit them and by providing relevant, meaningful information to them before and after the sale.


7. Be disciplined. Move yourself to take action - plan your day in writing - use a database of your contacts. Make yourself do the things you know you should do.


8. Systematize your process. Script what you'll say, when you'll say it, and how you'll say it. Practice until it flows naturally. Become the script.


9. Follow up. Implement and support your solution. Don't become a "one hit wonder." Stay in touch with your customer. Continue to add value to your relationship. Be in it for the long haul.


10. Adjust your mindset to be customer-focused rather than outcome-focused. This mindset will yield benefits to you during the entire sales process - from the early stages of prospecting to closing the sale - and beyond. It will ease performance pressure and allow you to become a strategic partner with your customers. Can you say "customer loyalty?"


11. Use success stories to illustrate the results your prospect can expect by doing business with you. Customers don't want to be "guinea pigs." They don't usually want to be the "first kid on their block" to try something untested. They just want to know that your product or service will give them the results they want and need.


12. Quality beats quantity when it comes to prospecting. Working backwards, determine the number of prospects you need to talk with to reach your sales goals. Determine what characteristics are common among your best customers. Then contact the number of prospects required to meet your sales goals who also share those characteristics. By doing so you'll be selling to a very targeted market.


13. Be ready to resolve customer complaints with a cool head. Actively listen. Find a mutually agreeable solution.


14. Selling is a high level of customer service. Customer service, when delivered properly, equals additional sales, higher profits and more loyal customers.


15. Welcome your customers to your business as if you were welcoming friends to your home. Customers are all we have. Treat each of them as if they were your only customer. Don't be too quick to jump from customer to customer based on which one appears to hold the most promise at any given moment. You're in it for the long haul. Be sure to bring your customers along for the ride as you travel the road to sales success.


Really knowing your customers, and treating each of them as if they were your only customer; focusing on their highest priority needs and helping them solve their problems; being a trusted advisor to them: these are the "stuff" of great customer service and of successful, professional selling. Practice these tips. Your efforts will result in increased sales, profits and customer loyalty.

Networking For Start-ups

Article Source - www.startingabusinessinireland.ie
Author - Tricia Murphy - TiG Alliannce


Tricia Murphy runs the TiG alliance, which has over 15 years experience working with companies and individuals to refine their networking skills. For more information on course details or to make a one-to-one appointment, call the TiG Alliance on 01 406 9517



What is Networking?

We’ve all seen it - the person who commands the room at a function. Handshakes, nods and warm greetings abound. They seem to know everyone! How do they do it?
More often that not, it can all be down to effective networking, the art of discovering and using connections between people. We all know other people so we all have a network. However, effective networking means moving outside our own immediate network and tapping into new networks, perhaps far beyond the scope of our own.


Networking is very much an acquired ability, which with proper training and practice can be learned and developed.


Why Networking?

People buy people so if you develop the right contacts and relationships, success will follow. The old cliché “It’s not what you know, it’s who you know” still holds true. I feel it should be refined to read: “It’s what you know and who you know” because once you have a viable ‘what’, effective networking can provide the ‘who’. Networking is a communication skill available to all that demands little or no monetary investment, requiring only time, persistence and skill. It could be the best business investment you make this year and is especially valuable in a start up situation.
How can networking help you develop your business?Networking can help to win new business both immediately and in the long term. Networking at its most fundamental level involves informing people about your business and tapping into their network of contacts who might require your services.


Networking is also a valuable method used to gain advice from other professionals or suppliers. This may involve receiving advice from people who have been in a similar start-up position. Before you begin, networking goals should be set so that your valuable time is maximised.
Identify key players or organisations within your industry. Which organisations do you join? How much time are you willing to invest? Chose carefully where you want to spend that time and spend it well for the best results. Remember that for effective networking “the more you put in, the more you get out”.


The next step is to ensure that you develop a database and keep it up-to-date. Every new contact should be treated as a potential business lead and should be entered into your database along with any supplementary information on them to help you track and build relationships.
Remember, your database is your most important information source so ensure you have a back up just in case.


Do your Research!

Conduct research on government resources and grants that may be available to you and contact the necessary agencies. Speak to your local Enterprise Board. Join local networks such as Chambers of Commerce, where networking is encouraged as an effective means of doing business. Consider training on how to network effectively.


Are there any alliances you can build with companies in a related field who may want to sub-contract your services? Try to think of any potential opportunities to link with other companies for mutual benefit.


Finally, remember to nurture your network. Look after your contacts and they will look after you. Think of your network as a fundamental resource for success, treat it with respect and enjoy expanding your network and your business!


Five Basic Networking Tips
1. Refine your networking skills by getting one-on-one coaching or attending a tailored, corporate training programme.
2. Lead by example - pass on contacts, newspaper clippings, etc. that you think might be of interest to someone else in your network. Make sure you follow up after you have passed a contact along to see how it went.
3. Shake hands and make eye contact. Be confident and welcoming without being too OTT and set yourself a goal of meeting a certain number of solid prospects at each event.
4. Practice a 30 second ‘commercial’ on your business – you need to be able to explain succinctly the core elements of your business and outline the types of ‘leads’ that you are seeking.
5. Follow up, follow up, and follow up in a timely and appropriately persistent manner.

Wednesday, July 2, 2008

Options For Setting Up A Business

Article source : http://www.startingabusinessinireland.com/
Article author: Imelda Prendergast, ATIIPartner, OSK Small Business Support


So you have decided that working for somebody else is not for you and you want the freedom and rewards that running and owning your own business offers you. You have your business idea, you have researched your market, you know the business opportunity is there but you just need to get started. What do you need to do? Who needs to be notified? What business structure should I use? What assistance is available? These are the questions, among many others, that you will be asking yourself! This article is the first in a series of articles looking at the issues that affect people setting up and running a small business and it will look in detail at the types of business entity through which you may conduct your business.
Principally there are three main entities through which you may trade:

Sole trader
Partnership
Limited liability company.
Sole Trader


Sole Trader

Setting up in business as a sole trader is very straightforward. When you operate as a sole trader, you are in business on your own account – there is no separate legal entity. The moment you start in business on your own you are a sole trader. You can trade under your own name or a business name. If you wish to use a business name, it should be registered with the Registrar of Business Names.

You will need to register for taxes. You will pay income tax on your business profits under the self- assessment system. You will also need to register as an employer if you have, or will have, any employees working for you. Further, you will need to register your business for VAT if the value of your taxable supplies will exceed the registration threshold (currently €25,390 and €50,790 in a 12- month period for services and goods respectively).

On an annual basis, you will need to file your personal income tax return, together with an income and expenditure account for your business, with the Revenue Commissioners. You will also need to file annual VAT and PAYE returns, if you are registered for VAT and PAYE. You will pay the income tax and social security due on your profits under the self-assessment system and your taxes will fall due for payment in two instalments. The first instalment, the preliminary tax, falls due for payment on 31 October in the tax year and the final instalment (i.e. the balance of any tax and social security for the year) will fall due on the 31st October following the end of the tax year.

Other than the annual returns for the Revenue, you should not have to file any other statutory returns. There is no obligation on you to have an audit carried out or to make public any information in connection with your business.

There are, however, some disadvantages to operating as a sole-trader. Firstly, if your business is not successful, you risk losing all your assets - not only your business assets and funds that you have committed to your business but your personal assets and funds as well. You do not have limited liability – to have limited liability, you would need to incorporate a limited liability company (see below).

Certain tax reliefs are only available if you trade through a limited company. In addition, you may pay more funds into a pension if you operate through a limited company.

Many individuals start out as sole-traders and change to limited company status at a later date. You can incorporate a limited company at any time and you would generally decide to incorporate if, for example, you were looking to raise funds or looking for equity investors. In addition, Corporation Tax rates are currently quite low and to pay Corporation Tax you would need to incorporate. From a commercial point of view, you may find that your clients expect to deal with limited companies, and, in addition, some individuals enjoy the status of being a director.

Certain professions, such as accountants and solicitors, cannot actually trade through a limited company and must either set up as a sole-trader or set up in partnership.

Partnership
If you are going into business with one or more people, then you would either incorporate a limited liability company (see below) or form a partnership. A partnership exists when two or more people work together and none is an employee of the other(s). You can either trade under your own names as a partnership or register a business trading name.

You must register the partnership for income tax and for VAT and PAYE, if appropriate. As with sole trader status, you will pay the income tax and social security due on your share of the partnership profit under the self-assessment system. You must file a personal return of income together with a partnership tax return with the Revenue Commissioners.

There is no obligation on the partnership to have an audit carried out and you do not have to publish the partnership accounts.

As with sole trader status, a partnership is not a separate legal entity and the risks outlined above for sole traders will apply to you if you are in partnership. In addition, as a partner, you are jointly and severally liable for the debts of the partnership. You may be held liable for all debts run up by your partner(s) and, if they fail to pay, you could be pursued by the creditors/courts for payment in full (even if you had nothing to do with the debt!). As with sole-trader status, you do not have limited liability. Therefore, you must choose your partners carefully – they could help you make your first million but just as easily lead you to bankruptcy!

Unless otherwise agreed, the profits and losses in a partnership will be shared equally between the partners. It is advisable to have a written partnership agreement drawn up at the outset. The partnership agreement will outline the position on such matters as how profits/losses are to be shared; the capital contributed by each partner; who operates the bank account; how decisions are to be made; what happens on death or retirement of a partner, etc. In practice, the partnership agreement will not be referred to for the day-to-day running of the business. It is really only if there is a disagreement among the partners that you would need to refer to the partnership agreement.

Limited Liability Company
Unlike sole trader status or a partnership, a limited company is a separate legal entity. A company is owned by its shareholders. The shareholders will generally own the shares by reference to the amount of equity they have invested. If you are not actually investing any funds in the business, you need only subscribe for a minimum share capital, usually €1 or €2.

A company will have both shareholders and directors. The shareholders do not have to be directors and, likewise, the directors do not have to be shareholders. Generally, however, for a small business, the owners of the business would also be the directors. It is really only in cases where you are seeking equity finance that you would have shareholders who invest in your business but do not take part in the day-to-day running/direction of the business and, therefore, are not appointed as directors. Such shareholders would, however, look for a return on their investment and this would normally be paid by way of dividend.

In time, you may have senior employees that you wish to appoint as directors and this can be done without actually giving them an equity stake in the business.

A limited company must have at least one shareholder, two directors and one company secretary. The company secretary and shareholder can be one of the directors so that you only need two people to form a company. Every company director can be held responsible for the affairs of the company and must ensure that all statutory documents are delivered to Companies Registration Office on time. Such statutory documents include annual returns, accounts, notices of change of details of directors, secretary, registered office address, etc.

When forming a limited liability company, you must specify the name of the company, the "objects" for which the company is being formed (the "objects" set out exactly what the company is permitted to do and the business activities that the company will get involved in). If, at a later date, your business is diversifying or the nature of the business is changing, you must make sure that the "objects" of the company allow this and have them changed if necessary.

You will receive a Certificate of Incorporation and you must have Memorandum and Articles of Association prepared. If you appoint an accountant or solicitor to deal with the company incorporation on your behalf, they will deal with all statutory paperwork and you will just be required to sign a few forms.

You must file an annual statutory return with the Companies Registration Office and your company accounts will be available to the public generally for inspection.

You are obliged to have an annual audit carried out if your business profits exceed €253,950 per annum.

As a director of your company, you are taxed as an employee and your company must pay the tax and PRSI due on your salary to the Collector-General under the PAYE system.

Your company must register for Corporation Tax, PAYE, and VAT (if the value of taxable supplies exceeds €25,395 for taxable services and €50,790 for taxable goods in a 12-month period).

One of the advantages of operating through a limited company is that the liabilities of the business are limited to the business assets. Should the business fail, generally, the most that can be lost are the assets of the business. However, if the directors/shareholders have given any personal guarantees for any liabilities of the business, then they will be held personally liable to the extent of the guarantee given. In addition, the shareholders will be held liable to the extent of any amount owing to the company for their shares (i.e. if the issued shares are not fully paid up, the shareholders would be requested to pay any amount outstanding).

The limited liability company option would normally be recommended for individuals setting up in business who, among other things, need limited liability straightaway; are leaving funds in the business and, therefore, wish to pay the lower rates of Corporation Tax; wish to avail of tax planning opportunities that are only available to companies/directors; are seeking equity investors; whose clients expect to deal with limited companies or who enjoy the status of being a director.

Conclusion
As you can see, there are a lot of matters to be considered, but you do not need to make the decision on your own! All good accountants will be able to advise you on the best route to take.

Tuesday, July 1, 2008

6 Tips For Reducing Email Overload

6 tips for reducing email overload Microsoft Office On-Line Small Business
By Kim Komando


Lately, more people are declaring bankruptcy. No, they’re not financially insolvent. They just can’t keep up with e-mail. They empty their inbox, announce e-mail bankruptcy, and start over from scratch.

Don’t let it happen to you. Get a grip on the problem before it is too late.

  • Slash the number of new messages
    Your first goal is to reduce the amount of incoming e-mail. So cancel subscriptions to unwanted mailing lists. The messages become a nuisance if you don’t have time to read them.
    A good spam filter reduces the amount of spam reaching your inbox. But don’t expect to eliminate spam completely. Some will still get through.
    Do your friends send jokes or chain messages? Explain your situation and ask that they stop. Hopefully, they’ll oblige.
  • Respond appropiately
    Not all e-mail requires a response. If you receive an e-mail addressed to several people, you may not need to respond. If a response it required, it may not need to go to everybody.
    Be succinct; restrict your messages to a few sentences. If you can’t, pick up the phone or talk in person.
    If an e-mail contains several different points, respond to each in separate messages. This may take longer at first. But, it will be easier to deal with each e-mail thread.

  • Take advantage of subject lines
    Subject lines should relate to the body of the e-mail. So be as descriptive as possible. Subject lines that say things like "question" or "hello" should be avoided. Recipients won’t know what the message is about. And it will be difficult for you to categorize responses.
    If you have a one-line e-mail, put it in the subject line. This will save you and the recipient valuable time.
    If possible, create a set of codes with your co-workers. Placed in the subject line, codes help you process and prioritize messages.
    For example, use "FYI" for informational messages. Use "AR" for action required and "URG" for urgent messages.
  • Forwarding and copying
    Be courteous when forwarding an e-mail. Summarize the message and say why you’re forwarding it. This is particularly helpful if the e-mail contains several messages.
    Recipients will appreciate your thoughtfulness. They won’t need to read through several messages to guess your thoughts. This will cut down on questions from recipients.
    Don’t copy someone on a message unless it is necessary. And explain why you’re copying them. Recipients won’t need to guess your intentions. This means less back and forth messages.
    Be disciplined
  • Avoid the temptation to check your e-mail every few minutes. Check it every hour on the hour for important messages. If you can go longer, do so. Of course, this might not be feasible in some work environments.
    Set time aside each morning and evening to process your inbox. When you’re done, it should be completely empty. File messages you need to keep. Set reminders for messages that require you to follow up.
    Respond to messages immediately, so you only read them once. There is an exception to this rule. If emotions might govern your response, give yourself a cooling-down period.
    Use your e-mail program’s tools

  • Explore the tools your e-mail program offers. I already mentioned setting follow-up reminders. Filters and folders can help you file and prioritize mail. Auto-responders can alert business associates when you’re out of town. You won’t come back to a full inbox.