How to Demonstrate True Responsiveness to Customer Issues

[vc_row][vc_column][vc_column_text]By Mark Landiak & Michael Janowski July 21, 2016 – Customer responsiveness (the time required and effort exerted to respond to a customer issue) is an undeniable priority (and differentiator) among many business spaces. WalkerInfo reports that by the year 2020, customer experience will overtake price and product as the key brand differentiator. This is especially the…

Neophotonics

[vc_row][vc_column][vc_column_text] Industry Semiconductor – Communications Initiative Up-leveling the global sales and customer service force Business Challenge As told by Edward Hudson, Senior Director Human Resources & Organizational Development..”Our Global Sales SVP was the requestor / executive sponsor for this effort.  One hurdle was that while he is steeped in high tech sales experience, he has…

Motorola Land Mobile Products

[vc_row][vc_column][vc_column_text] Industry Telecommunications Initiative Dealer Training / Channel Development Business Challenge In the early 90’s, Motorola 2-Way was searching for a way to help their 2-Way Dealer Channel to grow. The channel was comprised of approximately 1,000 dealers nationwide. Dealers were set up to service and sell Motorola 2-Way Radio Systems. Technology was changing so…

First Cellular of Southern Illinois

[vc_row][vc_column][vc_column_text] What would you do if you were meeting your numbers and your president told you he wanted a 20% increase in sales? Article submission to the Journal of Management Advisors Every day, so called “consultants” waltz into businesses like yours with promises to solve sales productivity problems, and boost sales and profitability. You gaze…

CDK Global (formerly ADP Dealer Services)

[vc_row][vc_column][vc_column_text] Industry Information Management Services For Automobile Dealers Initiative ADP Support Network-Virtual Call Center Business Challenge ADP had 13 regional customer service centers providing phone support to customers. Each center operated differently and service delivery was inconsistent with no standards across the national network. There was no centralized database or centralized phone system to support…

Keurig (formerly Green Mountain Coffee Roasters)

[vc_row][vc_column][vc_column_text] Industry Food & Beverage Initiative Building A Sales Effectiveness Process For The Wholesale Channel Business Challenge Keurig (formerly Green Mountain Coffee Roasters) is a leader in the specialty coffee business. It sells a wide variety of fine coffee through multiple distribution channels. Sales in one of the company’s largest sales channels – wholesale market…