Archive for August, 2013

Get Grant Ready – with an online elearning course!

Are you a beginner when it comes to writing winning funding applications?

If you are interested in learning how to compile successful funding applications, but don’t have extensive funds to spend on training, you will be pleased to hear that Idox Information Solutions has launched an online version of its popular ‘Get Grant Ready – A Beginner’s Course in Funding Applications’ training course.

This elearning programme offers the same content as the face-to-face training, but can be followed anytime, anywhere. Covering everything from ‘Different Types of Funder’, to ‘Why Applications Fail’, the programme includes many practical exercises to ensure trainees fully immerse themselves in the course material.

‘Get Grant Ready’ is a comprehensive introduction to funding applications and is available to organisations across the UK for an introductory offer of £55 plus VAT per person (or £500 plus VAT for up to 10 staff members).

For more information, visit:

http://www.j4bcommunity.co.uk/Page.aspx?SP=8191

Is your Customer Service The Best It Can Be?

Customers expect their suppliers to provide a product or service that delivers what they want, when they need it, at a cost that they are prepared to pay and to a quality level that meets their expectations. Enlightened businesses refer to this as the “Customer Promise”. Keep your promise and happy customers will return to you for more of what you delivered.

So how do you deliver what you promise? This breaks down into the following stages:

Pre-Sales 

When customers are looking for products and services, they look to the “Marketplace”. Make it easy for your target customers to find you, with effective positioning of your products and services.

• Have an effective marketing strategy in place

• Identify where your customers “go shopping”

• Undertake effective market surveys to anticipate their needs and wants

• Ask your existing customers what else you could do for them

• Make use of the internet and social media to get your business and its products and services out there

• Send out a newsletter with useful information pertinent to them on a regular basis

• Provide pre-sales support

Sales 

How effective is your sales process? Customers want you to respond quickly when they want information or want to buy. Make sure that an order does not sit on your desk waiting to be processed. The quicker you get the order processed, the sooner you can deliver and the sooner you can get paid!

Customers want buying from you to be easy. Make sure you understand the complete “order to payment” process from the customer’s point of view.

More and more companies provide the status of customer orders on-line. If you sell through distributors, treat them as you would direct customers.

Do you have an effective way of capturing customers’ requirements? A good Customer Relationship

Management (CRM) system will pay for itself many times over.

Delivery 

It is no good having orders if you don’t deliver on time. Make sure you have the resources and processes to do so. This is your supply chain and it can be the most challenging of tasks. If you cannot fulfill the order on time, communicate with the customer early.

Post-Sales 

Having sold to a customer, you need to take care of the customer. Respond to problems and complaints

quickly. A quickly resolved complaint can increase customer loyalty. Provide post-sales support as a way of cementing the relationship with the customer.

Seek customer feedback frequently. Do not forget your distributors. Keep them informed of what you are doing to anticipate their future needs.

Keep an eye on how the marketplace is changing. Internalise the customer within your own business by letting your people interact with customers, even those who do not normally see the customer.

Conclusion 

Customer service starts before your customers have ever bought from you. Understand the total end-to-end scenario and ensure your customer promise is present at every point.

This article was first published in the UKBA House Magazine “Boost Your Business” in August 2013.  Clink the link to download your copy.

Sc: UKBA, MGBA

Exploring Your Core Competences

This article is focused on the human capital in a business and the concept of core competences of an organisation. The core competences refer to the collective know-how a company has or wants to develop in a particular aspect of delivering its product or service. It is these “competences” which make it better able to compete in the marketplace.

The collective skills of various people in an organisation are usually a central part of any core competences it may have developed; these, combined with any technologies that may underpin it, form the competences. What makes them “core” is the fact that the competences are a crucial part of the company’s ability to deliver its customer solution and compete in the market.

Find out more in UKBA’s Boos Your Business.  On this blog soon…

Sc: UKBA, MGBA

, martin.parry@mgba.co.uk

Is Your Customer Service The Best It Can Be?

Customers expect their suppliers to provide a product or service that delivers

 what they want, when they need it, at a cost that they are prepared to pay and to a quality level that meets their expectations.
Enlightened businesses refer to this as the “Customer Promise”. Keep your promise and happy customers will return to you for more of what you delivered.

So how do you deliver what you promise?

To find out, read UKBA Boost Your Business in this blog soon!

Sc UKBA, MGBA, Martin.Parry@mgba.co.uk

 


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