Technology has changed so much since the 1990s that it is difficult to keep up. For example, a decade ago the technology would have been quite antiquated; however, with the Internet, email and social media, businesses can now reach millions of customers around the world and do business with them at breakneck speed. Business productivity has increased but so has customer satisfaction. Customer loyalty has also increased.
Technology that drives sales: Lead generation. The lead generation process has greatly changed over the last few years, and distributors use technology that increases their ability to collect targeted leads. Lead capture kits are now common place at distributor meetings. The new B2B purchasing cycle has shifted dramatically, and potential customers now have even more data at their fingertips than ever before.
Social media technology tools such as Facebook, Twitter, LinkedIn and Pinterest have all played a key role in the success of many distributors. Each social media platform brings new and targeted prospects to a business and then presents those prospects with sales opportunities. In addition to having these platforms available, business owners should be active on each platform and continuously add fresh content. The new face of the sales process is very interesting, and the social media tools can help maximize the potential of this new face of the sales process.
Use technology to improve customer service: Customer service reps no longer have to call customers on the phone to try and solve a problem. With the use of social media customer service representatives can call customers on Facebook or Twitter, send emails through MSN and Bing, post status updates on company blogs and participate in the community on LinkedIn. Customers are constantly being offered a positive experience every time a representative interacts with them. In addition to the above tools, small business can take advantage of the customer database provided through Facebook, Twitter and LinkedIn. This allows the customer to connect with them on an individual level and gain a better understanding of what the company offers.
Utilize technology to track customer satisfaction: The use of customer satisfaction survey tools has become extremely popular with distributors. This allows business owners to get the feedback from customers on the products and services they purchase. Tracking and analyzing customer satisfaction surveys is vital in determining which service technology is the best for a particular company. Using the tools, companies can determine where their strengths are, where they are weak, and what areas customers are most dissatisfied with. Once a company has determined how to improve their service technology, they can then develop training programs and tools to further enhance customer satisfaction.
Implement training for sales teams: When a service technology company develops a training program for its sales teams, it is important for the representatives to understand the objectives of the training. By understanding the purpose, sales teams are better able to utilize technology to their benefit. For example, by utilizing social media, the representatives will be able to build new relationships with customers that they would not normally have access to. By implementing training that involves these social media outlets, a business owner can ensure that their sales teams are better equipped to serve customers using the tools that are currently available on the market.
Use productivity software to provide a positive experience: Many service technology businesses are using productivity software to facilitate positive customer experiences. By allowing customers the option to post their experiences online, the business owner is able to obtain a complete picture of what their customers have to say about their experience while using the product. Through this productivity software, the sales representative is able to create a profile of their own and interact with potential customers online. By knowing the opinions and feedback of customers, representatives can then fine tune their approach, train staff, and develop a more positive experience for everyone.
Increasing sales opportunities and productivity requires a good return on investment. By taking advantage of the available productivity tools that include social media, productivity software, and productivity analytics, small business owners are able to increase sales opportunities and revenue while expanding their business. By streamlining communications technology and implementing training that includes these tools, businesses are able to maximize their investment in communications technology while increasing revenue and profit. This type of investment results in a positive experience for all parties involved, providing a lasting positive experience for the customer and the business owner as well.