While at the LBM Expo I ran into an old client of mine who taught me an interesting lesson regarding the use of Twitter as a sales management and territory management tool.
For those of us who use Twitter, we know that as we tweet our records are stored chronologically with a date and time stamp. Well this individual looked at this as an opportunity to have his team use twitter as a replacement for their daily and weekly call logs. I mean WOW, talk about profound. He totally reduced the amount of non-value added work his team was doing.
Ok so here’s how it works, when someone tweets it’s an almost instantaneous representation of their actions. This person was able to see exactly what his team was doing and if they needed help he was able to take a proactive position to provide his team with solutions in real time. He could also verify that his team was doing their job, not to micromanage, but to create consistency for their customers.
He also commented about a time when one of his customers called and complained that a sales person had not interacted with him in several week. He was able to pull up the twitter results righ there on the spot and confirm that his rep was in fact at the account. To which the customer replied, ‘well he didn’t spend that much time with me.” Please tell me I am not the only one besides this individual who sees the implication of this tool in the managers toolbox. This totally allows sales managers and territory managers to be proactive in a traditional reactionary environment.
Many thanks to you Mr G. for the insight and recommendation.
Can any of you think of other technologies that can be used to increase productivity and customer satisfaction beyond traditional CRM suites?
How many of your organizations have a social network presence? (more on this topic to come in future blogs)
Let me know your thoughts.
Until next time,
Jeremi
Bauer Management Group 