When Purchasing Software is “Too Easy”
With
the holidays approaching, consumers often are looking for the best deal.
In
this shopping season, over 2000 consumers told PwC they will spend an average
of $1,250 each this holiday on gifts, travel, and entertainment, an increase of
5% over last year.
For
many retailers, that is good news. Plenty of annual strategic planning will be
realized as manufacturers tweak product, price and psychology to make this
their best shopping performance yet.
A
favorite read for any software sales rep is SoftWAR, by Matthew Symonds. In it,
Matthew details the inner strategies and discussions around how Larry Ellison
positioned Oracle to become one of the greatest software success stories of all
times. “There is no better software than software people actually use” rang
true then, as it does today. But often the best deal for the consumer is not a
fair deal for the vendor. When asked, “how much is this going to cost me?”
often Larry’s response is “you’re asking the wrong question – the question you
should be asking is how much are you going to make?”
Let’s
run through a few pricing pitfalls software consumers find frustrating or even
fatal.
1. Software
should be strategic
2. Make
software a relationship
3. Free Trials
4. Caution
against “too easy”
5.
Training
It is important to make the Live Support Software project manager a part of your team to
assure alignment – this approach provides optimal Return on Investment (ROI)
and acclimation to your working environment.
Further and lastly, supply chain engagements are often overlooked and often
sloppy when collecting necessary information to take action. JOLEADO
Supply Chat generates a one-on-one engagement between the supplier and his/her
sales rep. Sales reps are more productive, less disorganized as JOLEADO
automates much of the mundane work that often risks losing a sale or disrupting
a customer.
If you are in the market for a Live Chat system, you will want to check-out this 5 minute video. What if
you could tie your Customer Relationship Management software to the live chat
experience without ever leaving live chat?
For pre-sales live chat, the reason this is so important, and so easy in
JOLEADO is so many live chats fail to close, get lost in the course of poor
management systems, or worse – fail to deliver meaningful next steps new customers
require to make their buying decision.
For post sales and support, even
more important to have an effective tie between your front-end live chat system
and back office operations to assure customer satisfaction is targeted and
meaningful to the customer.
The big idea around JOLEADO is
the JOLEADO CRM powers the live chat engine. But, it is important to
note, using JOLEADO’s powerful integration engine, you
do not need to use JOLEADO CRM to take advantage of powering live chat like
you’ve never been able to do before. As a customer, we open the live chat
experience. Then the Rep will accept the chat by clicking on Accept from
the back office JOLEADO.
Now in this video, we are going
to show both the rep experience on the left AND the customer experience on the
right.
The Customer experience will
share a discussion with the rep, when the rep desires to add a NOTE or an
internal purpose that shakes from live chat. We call this “twitter” CRM!
That is targeting the contact record (CRM) with Next Step, Call, Connect, and
Follow-up tasks without ever leaving the live chat experience!
Next step is a brief note that
defines the purpose of the incoming visitor.
Read More here: https://www.joleadosystem.com/twitter-crm/
JOLEADO recommends that when you
schedule a follow-up date, you also enter a new next step, so on this date,
which could be days or weeks later, you know exactly what is needed to action.
Now we review the notes, and
notice all of the correspondence we just showed is detailed and gives a full
history of the correspondence with the customer – without ever having to click
into the contact record – all of this can be done from Live Chat.
You can Add a Traditional lengthy
note if necessary, but that is so not-twitter CRM. And while we are here, in notes, Active
