Successful companies are maniacal about customer service. Organisations that do everything they can to delight customers will keep their churn rate low, build strong brand recognition and attain a strong bottom line. However, while many organisations spend a great deal of time and money on resources, systems and facilities to take care of customers, they often…

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Oil and water. The Hatfields and McCoys. Sales and marketing.  Too often these two revenue-generating groups are in conflict with each other. You know how the battle goes. Sales complains that marketing is not producing enough quality leads. Marketing fires back that sales isn’t working the supplied leads hard enough. The gloves come off and between…

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When you’re hiring sales reps, how do you evaluate crucial attributes like ambition and resilience? Traditionally, sales managers consider a candidate’s track record, such as experience, education and GPA. But this standard resume information is not a reliable indicator of future success because it doesn’t measure a person’s internal drive or ability to overcome adversity.…

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For years, the Navy SEALs have had a problem: recruiting and retaining top talent. In the early 2000s, the Navy SEALs were asked to increase personnel by 15 percent. The task seemed impossible considering their training regimen had a dropout rate of 67 percent. Traditional recruiting channels, such as high school and college football players,…

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As the use of Moneyball tactics grew within the Oakland organization and in other big-league baseball clubs, the job of traditional scouts changed. Metrics did not eliminate the need for scouts, but clubs needed fewer and used them in different ways. Today most companies review resumes and then subject candidates to as many manager interviews…

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How often do you hire sales reps who don’t live up to expectations? A typical sales leader gets hiring right about 50 percent of the time. So, only 1 out of 2 reps you hire will turn out to be good. You can actually place a dollar amount on your mistakes. It probably falls somewhere…

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Looking toward your plans for 2013, hopefully you see some growth in your company within your inside sales department. That seems to be the trend we’re seeing as more companies realize the monetary savings of moving their traditional sales departments into the high velocity, sales automation system that inside sales provides. To help aid sales…

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A couple of years ago we hired what we thought was going to be a stellar sales rep. He appeared to be smart, well-spoken, and had the individual charisma that we thought was going to make him a star. So when the numbers came back after six months, I was surprised that he was nowhere…

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