Articles
Stuff I write and hope it helps someone. We can all do better.
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Salesforce is not just a CRM. It’s not just software that lets you track opportunities, leads, and accounts. It has grown from those humble roots to a massive multi-faceted tool. It can (almost) run your entire business. However, it can also cost your business a small fortune. The costs of Salesforce can quickly spiral well…
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Companies often assume Support is a fixed-cost that rises linearly with the growth of their customer base. This is a fallacy, but one that can persist operationally at companies for many years. It’s doubly tragic because those in budgeting and operations are often unaware that this is not so. Instead, they regularly approve the hiring…
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Here is a basic outline of an organization’s customer support goals, objectives, strategies, and tactics. Use this as a template to refine your message and to deliver the right results at the right time. Your finished product here should be 3-4 pages.* GOAL Our Goal at _______ is to help grow our business, increase its…
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