Os erros mais comuns na gestão de clientes

The most common mistakes in customer management

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Customer satisfaction is one of the primary goals of any business. It is often said that a satisfied customer tells their experience to one person, but an unhappy customer shares his discontent for 20 people! Therefore, it is essential for managers to know how to manage their clients, so as to provide them with the best possible service. In this article we will address the most common mistakes in customer management and give tips to avoid them!

Not knowing the customer and their needs

One of the worst mistakes in managing clients is treating all customers the same way. It is unkind when we are attended by an operator who seems robotic and who has a rehearsed speech and does not escape the script. CRM tools help companies to know each customer, their needs and preferences. They also provide information on the most appropriate time to act, either by sending a special campaign or a product sample. You can connect a CRM system to a business monitoring system such as Multipeers. In this way, you will have real-time and always up-to-date information about your customers.

Stalking customers

Some companies don’t know how to respect the customer and send repeated information over and over again. This type of attitude distances the customer from the company and causes it to gain even a certain dislike of the brand. Sending email campaigns should not happen every day or every week. After a request for information there shouldn’t be a constant chase over the phone until the customer decides whether to buy or not. This pressure will only cause the client to decide not to buy anything and will spread their bad experience to their circle of friends and family.

Unique sell

Many commercials are concerned only with the single sale and don’t work towards customer loyalty. Certainly, the first sale is, in theory, the most difficult, since the customer still doesn’t know the company and the products. Focusing on the single sale is a very common mistake that can cause the company to lose sales in the future. Business teams should be concerned about maintaining customer contact in order to guide them toward future purchases and this is achieved through good after-sales service.

Complicating customer service

Unfortunately, there are many companies specializing in this field, especially telecommunications and internet service companies. It is very annoying for a customer to have to repeat their problem to three or four different people. The customer service should always be as pleasant and short as possible because only then can you pass on an image of professionalism. If the customer needs to talk to four people before seeing their problem solved, they will get the feeling that the company is disorganized.

Don’t guide and educate the client

Providing relevant and useful content to the customer about the products or services is a way to educate customers and share important information so that they choose your product. Creating a FAQ section, creating a blog about the area of ​​your activity and having a regular presence on the main social media are good ways to educate the customer about your product.

Dicas práticas para melhorar o desempenho da sua empresa

Practical tips for improving your business performance

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Boost your business performance with practical tips

High competition forces companies to improve their performance on a daily basis to ensure that they use the best processes and get the best results. In the hectic days of the business world, it is not always easy to find ways to improve performance and we often focus only on cost savings and we forget the other things. In this article, we present you practical tips to improve your company’s performance!

Analyze the business

Sounds like a basic tip, but it fails so many times. In most companies, managers base their decisions on reports a few days late, which makes their action always responsive and non-proactive. Analyzing the business in real time is increasingly a trend in the business world by which software like Multipeers make more and more sense. If you know at every moment what is going on in your business, you will be able to make the best decisions and you will always be one step ahead of your competition.

Invest in training

Training employees is an investment that brings a positive return in the short term. The more skilled the employees are, the better they will be able to perform their tasks and consequently the company’s performance will be better.

Keep focus

In your day-to-day life you should eliminate all kinds of distractions that could delay your work. This doesn’t mean cutting off access to social networks or stopping coffee breaks. The most important thing is to keep employees motivated and committed to doing the tasks because if they are committed to their tasks, it will be easier to eliminate the distractions in a natural way.

Avoid unnecessary meetings

It is a common practice in business world to have meetings for all reasons and without realizing this is one of the main reasons why we waste more time. It is advisable to have meetings held standing so that people do not sit back and talk objectively about the main issues.

Advance work

“Do not leave to tomorrow what you can do today” is a valuable rule and has positive consequences for a more productive day. If you arrive early to work don’t wait for your schedule to start and go ahead with that complicated task you have been putting off.

Take short breaks

Contrary to popular belief, spending too much time in front of the computer is not synonymous with higher productivity. Taking small breaks throughout the day is advised to keep you focused for the rest of the day. This will free up your mind and will be able to accomplish your tasks with greater focus.

Como gerir melhor o tempo na área comercial

How to better manage time in commercial area

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Learn how to better manage your time in the commercial area

“Time is money”: more than ever this saying makes sense! We lived in an amazing pace, and we would do everything we could to stretch our time, so that we could complete all the tasks in a timely manner. Time management is one of the concerns of all professionals in the commercial area. The contacts are numerous, the meetings multiply and there are days that we feel lost. As our day doesn’t have 48 hours, it is fundamental to know how to manage time in the commercial area. In this article, we’ll give you 7 tips that will help you better manage your time!

Delegate tasks

There are professionals who have great difficulty in delegating tasks because they are afraid that the final result will not be as good as if it had been done by them. Wanting to do everything yourself is a big mistake because there will be something that will be less well done. It is essential that you have complete confidence in your team so that you can delegate tasks. In this way, you will free yourself so that you can perform one hundred percent the tasks that in fact depend only on you.

Limit meetings

It is a very Portuguese habit to prolong meetings and sometimes you don’t realize that it is one of the reasons that makes you lose more time. Set a meeting agenda and push yourself to stick to it. Business meetings should be objective and straightforward, otherwise it will be a waste of time for both parties.

Set priorities the day before

What is more important at the moment: getting new customers, selling more to old customers or scheduling meetings? If you plan your activities in advance, the opportunities to increase your sales will be much greater as you will be focused on the top priority. Prepare your schedule the day before and the next day will be quieter and more productive.

Don’t be always available

Always being available to others can become a serious problem. Block some time a day so you do not be interrupted, especially if you have more delicate and difficult tasks to do. In this way, you will be able to be more focused and at the end of the day you will feel the difference in results.

Don’t look at the email every 5 minutes

Many of the good news in the commercial area comes by email and we tend to open the inbox often. Disable email notifications on the desktop and schedule a few moments of the day to check and reply to emails. In this way, you will be more focused on the remaining tasks and you won’t be constantly being interrupted.

Use a CRM

A CRM will help you to keep all the information organized and this will be valuable in the future when you want to get back to an old customer. Having the information spread out in Excel files, post ‘its and sheets and draft is not productive and will make you more anxious. Organizing information is essential so you can better manage your time.

Simplify reporting

Long, subjective, hard-to-read reports are not useful to anyone. The shared information should be self-explanatory and easy to read, because only then will you be able to extract the best results from the collected data. Softwares like Multipeers allow you to analyze the business in real time and allow the extraction of graphically clean and interactive reports.

Gestão de dados: como otimizar os resultados da sua empresa?

Data management: how to optimize the results of your company?

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Optimize your business data management

The main purpose of data management is to organize them in the best possible way so that they provide us relevant information for an effective decision making. Companies are passing a delicate period in relation to information management, because they produce more and more data (big data) and often don’t know how to deal with them. In this article, we’ll give you some tips to help you to optimize your business results through data management.

Definition of KPIs

Companies produce thousands of data in a short time and it becomes impossible to analyze all available indicators. KPI’s – key performance indicators – are the indicators of business success and are those indicators that demonstrate to us if the company is going the right way. It is essential that managers define the most relevant indicators in order to always know if the expected results are being achieved. It is humanly impossible to evaluate all the indicators; it is fundamental that the manager focuses on those who show us exactly in which state business is.

Real-time data analysis

Analyzing data in real time is increasingly a necessity for businesses. A large number of managers base their decisions on multi-day reporting and end up having a reactive rather than proactive action. In the competitive world of business, it is very important to know the state of the business at every moment, so that the right decisions are made. Softwares like Multipeers allow you to monitor the business in real time, providing information always updated and in a graphically clean and interactive way.

Data security

More than ever, data security has been so widely spoken in organizations. There are more and more threats in the digital world and it is really necessary for companies to take security measures so they do not run the risk of seeing their confidential information exposed. Due to the new data protection law, to come into force in May 2018, companies have given special attention to the security industry. There are products that can guarantee the security of your data. A good example is Datapeers, which allows, among other things, data masking.

Process Improvement

A process is something that the company does continuously. As it is something that is repeated over time, it is essential to create norms and routines to improve each process. Automating everything that is possible, eliminating what is unnecessary and standardizing what is repetitive are some of the possible ways to improve business processes.

Application of methods to improve management

The Kaizen method seeks continuous improvement. It uses several methodologies such as PDCA, 5S, DMAIC, among others. For these methodologies to be successful in companies, it is necessary to create reports automatically and make the information available to the entire organization. In this way, the management of the company will be better and this will be reflected in the decisions taken!

Saiba como a análise de dados o pode ajudar a definir uma estratégia de mercado

Find how data analysis can help you to define a market strategy

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Understand how data analysis can help you define strategies

Intuition is not enough when deciding what’s best for your company. Fact-based data analysis increases the likelihood of making the best decisions for the future of your business. More and more managers are aware that analyzing data in a timely manner is a necessity in today’s business world. In this article, we’ll explain how data analysis can help you to define a market strategy.

Data from various sources provide a global view of the market

Analyzing data from various sources is essential to have complete and comprehensive information about the state of your business. It is essential that you be attentive to the market and the sources outside the organization are of the utmost importance. If you always know what is going on in the market where you operate, you will be able to keep abreast of trends and changes, being able to be one step ahead of the competition. Data analysis helps you figure out what to do next.

Analyzing the information left by the client allows to draw a real profile

It is mandatory to know the client’s profile, their needs and expectations. We can draw this profile if we are attentive to the signs that they leave in the different channels of communication with the company. In today’s digital world, we all leave clues and everything the customer does on the Internet can be relevant information for building his profile. His behavior creates statistics, which in turn create consumer behaviors. Through this data, we can improve our service for that customer, increasing their connection with the brand.

Analyzing the results of marketing actions improves its performance

Everything we do at the marketing level must be measured. Through analytics tools such as Google Analytics, you can identify which areas of the site are performing best and target efforts to those who are not performing well. At the level of social media this also applies and we should always analyze all actions. In this way, the analysis of data allows to improve the performance of marketing, which will be good for all the areas of the business.

True information increases confidence in decisions

Decisions made on the basis of actual business data will increase the confidence of managers. And this increase in confidence will be positive for business growth as the manager will be able to make tougher decisions more consciously and the risk of making mistakes will be lower.

Knowledge of competition improves our market positioning

Analyzing the actions of the competition and creating statistics with these data will give us a better perception of what our competitors do and will allow us to have a better market positioning. Real-time information is increasingly a necessity and allows us to know at every moment what is going on around us so that we can act quickly and consciously.

Multipeers is a business monitoring software that allows you to manage your business in real time. Talk to us and know the product that will change all the management of your business!

7 Dicas para tomar melhores decisões para o seu negócio

7 Tips for Making Better Decisions for Your Business

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Find the best tips to make the best decisions

Managing a company is making choices daily and knowing how to deal with the consequences of those choices. In the chaotic world of business, it is not easy to know which way we should go, but there are a number of tricks that help us to make the best decisions. Here are 7 tips to make the right decisions for your business!

Have an analytical thought

Making decisions involves a deep understanding of the context and the implications that the decision will have for the business. All scenarios should be analyzed taking into account the various variables involved in the process. Within this analytical thought, you should put into discussion the mistakes previously made in similar situations. Mistakes of the past are good teachers for the decisions of the present.

Review the data correctly

The data are the most important assets of your business and they have very important information for a conscious decision making. Software such as Multipeers, which allow you to analyze your business in real-time, are essential in today’s business world as changes happen at a rapid pace and managers need to keep abreast of what’s happening so they can make decisions on right time.

Accept that there is not only one right answer

The choice that seems like the ideal today may not be the best tomorrow. In business decision-making there is not just one right answer and decisions have to be made keeping in mind the current context of the business. The manager should put all possible answers on the table and analyze the pros and cons, keeping in mind that there may be more than one right answer to the same situation.

Consider the long term

Most managers favor decisions that seem to bring greater returns in the short run, eventually forgetting about the long run. Making decisions that only aim at the short term means that in the future the business can be compromised. All decisions must be taken after analyzing the impact they will have in the short and long term.

Listen to the opinion of others

Company employees should be involved in the most important decisions. Listening to their opinion is important because it will increase their sense of belonging. In addition, they live the business daily and will certainly have a different view on some aspects of the business, so their opinion is essential for a more effective decision making.

Be rational

It is critical not to be guided by emotions when you are making a decision. It is impossible not to get emotionally involved with your business, but when it comes to making decisions you should put emotion aside and act rationally, otherwise it may compromise the future of the business.

Don’t delay decisions

We tend to postpone difficult decisions even though we will have to act sooner or later. If you already know what decision you are going to make and the consequences this will have for your business, it is not worth putting off any longer. The business needs dynamism and it is through the decisions that it evolves!

7 hábitos que todos os líderes devem adotar

7 habits that all leaders must adopt

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Know the 7 most important habits that all leaders should adopt

The leadership ability is to be able to lead a group of people that results in a team that produces good results. The role of a leader/manager of a company is not always easy: he has to be able to manage, motivate and encourage his teams so that they feel committed to the individual and global goals of the organization. In this article, we’ll introduce you to 7 habits that all leaders must adopt to make their management effective!

Know how to listen
This advices fits into any area of personal and professional life. People say that as we have two ears and only one mouth, we should talk less and hear more! In the business world, the leader must know how to listen to his employees because only then he will be able to find problems and implement improvements. When the leader listens to his or her employees, a closer relationship is established between them and together they will be able to find answers that will be beneficial to management.

Constantly evaluate the business
“A business that produces nothing but money is a poor business”: the celebrated phrase is by Henry Ford and still stands today. A good leader should evaluate a business as a whole and not just focus on money. The manager should be able to assess the financial aspects, but also the aspects related to employee motivation, working conditions and social impact of the business.

Be resilient
Resilience is the ability to deal with defeat and is one of the characteristics that must be worked out so that we know how to succeed. All managers have to be prepared to make mistakes and fail. A weak leader, after a defeat, will feel frustrated and will stop taking risks and will inevitably fail to get good results. A good leader will look at defeat as “a stepping stone to success” as they will be motivated to do more and better on the next try.

Simplify processes
“Simplicity is the supreme sophistication”: this phrase was on the first flyer of Apple and was a philosophy followed by Steve Jobs. Steve Jobs eliminated all the accessory elements and focused only on what was really important. Managers tend to complicate everything from creating reports to holding extensive meetings. A good manager should be able to present the information to his team in a simple and easy-to-understand way so that the work can flow at a good pace. This increasing need for this simplicity was one reason why software such as Multipeers has emerged, allowing you to analyze information in real time in a simple, practical and intuitive way.

Give Feedback
A good leader should always give a constructive opinion to the work done by his team. When there is no communication from the leader or manager, the employees will feel discouraged and will feel that their work have no importance. If a job has many mistakes, the leader should not criticize the employee in front of his colleagues as this will have a negative effect on his work. Criticism must be done on its own and always in a constructive way.

Know how to delegate
It is essential for a leader to delegate tasks. Otherwise, you will be overworked and you will not be able to complete all the tasks. Often leaders don’t delegate because they don’t trust the team enough and this causes them to have a work overload, which is not beneficial to them or to the team. The manager has to know his team well to know who can deliver each task.

Lead by example
“Look at what I say and don’t look at what I do” is a philosophy that cannot be followed in the business world. The leader is a mirror to the collaborators and is the crucial example. More important than words are attitudes and actions and therefore, the leader should have as main concern lead by example. It is only through this kind of leadership that it will enable people to follow and commit to the goals of the organization.

A importância de gestão de indicadores para sua empresa

The importance of managing indicators for your company

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Even the best products and services don’t support a company by itself. That is, you can market something that is very attractive to your target audience, but it takes a lot more to keep a business thriving. Therefore, the administrative knowledge is fundamental, since they have useful and efficient tools.

Among them, the management of indicators is extremely important to know if your company is going the right way and, if not, what can be done to get the business back on track. The point is that while offering quality products and services is imperative to the success of your business, it is not enough.

Other companies may also have the same quality in what they offer, noting that fierce competition is a reality of the vast majority of sectors of the economy. In this way, it is necessary to know the market, the target audience, know where to sell, how to sell and, above all, what are the objectives of your company.

It is no use having the mission written on a sign hanging on the wall of the office or the company’s website; it is essential that all employees are aware of the goal and know how to achieve the proposed goals. It is in this context that the indicators enter, being that they refer to the numbers that can be used to measure the performance of your business in the market.

With these indicators in hand, it is possible to manage them, that is, to make decisions based on what they indicate. From this, a decision is never a shot in the dark, because it is given through concrete data, without considerations or intuitions.

What are the indicators in a company

The indicators in a company are data that can be raised, helping in its administration, since it shows how its operations are happening. There are many types of indicators and for each company it may be interesting to measure more specifically some of them.

To better understand, check out some of the key indicators in a business:

  • Productivity Indicators
  • Indicators of productive capacity
  • Process performance indicators
  • Quality Indicators
  • Indicators of effectiveness
  • Profitability Indicators
  • Strategic indicators
  • Competitiveness Indicators

All these indicators refer to the data of a company that can be obtained through surveys, reports and other forms, allowing a deeper and more detailed evaluation of their performance in the field of activity in which it is inserted.

Often a company starts selling a number of units per month that seems sufficient, but as time passes they realize that it is not, and the company starts to lose market for example.

Similarly, the entrepreneur believes that the time a product takes to be manufactured is adequate, but not when the accounts are made and the time spent in relation to its cost is calculated. These are just a few examples of issues that are often erroneously assessed because the indicators are not used.

How to measure indicators

In a small business, the flow of daily information is likely to be quite large. So, you may wonder, but after all, how to measure the indicators? That is, how did you gather a lot of information? I mean, it is possible, but it would take a lot of time, would not it?

No, if this is done with the help of an online management system that, in addition to making the work of the team more dynamic, by allowing tasks to be simplified and better controlled, it also has tools to measure the company’s important numbers. By measuring indicators, through reports and other resources, more assertive decisions can be made.

In addition, there are software that has advanced functions to measure the indicators needed, helping the company’s management to create a strategic plan to more effectively achieve its goals. It is worth saying that to create a successful business plan it is indispensable to master all the data of a company.

Thus, it is necessary to know how much the company invoices, how much is spent on production, what are the other costs, such as raw material value, hands of works, etc. With full control of these and many other information, you can not only make the best decisions but also follow your progress and always be ready for the necessary adjustments.

About the guest author:

GestãoClick is a company specialized in offering business management software to managers who wish to make their employees’ routine more efficient. Click here and learn more about what technology can do for your business.

5 Truques para otimizar a análise de dados

5 Tricks to Optimize Data Analysis

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Optimize your business data analysis

Nowadays we receive 5 times more information than in 1987. In 20 years the information we received has quintupled and the sources that give rise to this information also increased drastically. One of the most important challenges for managers is how to handle with all of this data and analyze it to optimize processes and increase productivity. In this article, we’ll show you 5 tricks to optimize data analysis!

Create simple reports

The tendency of managers is to create reports with many pages and complex terms that make it difficult to analyze. The ideal is to make short reports that contain only the essential information to making the right decisions for the business. Create appealing and easy-to-read graphs because through these elements it will be easier to convey your message and better understand the data.

Track the consumer on their journey

Analyzing consumer behavior throughout his buying journey allows you to create a history about the customer and find consumer trends. You will be able to have a much more targeted and assertive marketing action that will have repercussions on sales. Use the customer knowledge in your favor and give him what he needs at every stage of his journey.

Use Big Data

Big Data in business allows interconnection between systems and departments. In this way, it’s possible to have a more integrated vision about the whole business and all the areas come out to win. It is also possible to increase the team spirit and collaboration in the company because there is a knowledge about the work of all the elements.

Set relevant KPIs

It’s crucial that you know what you want to analyze. If you don’t have a well-defined purpose for analyzing the data, it will be difficult to get something relevant out of them. Define business metrics tailored to your business reality and make a frequent review. Business is not static and what is important to analyze today may not be important tomorrow.

Analyze the data in real time

The life of your company happens now and it’s now that you must have knowledge about what is going on. Making decisions based on reports a week late is reactive and only being proactive you can win in today’s business world. Softwares like Multipeers allow a real-time analysis of everything that is happening, enabling you to act immediately to always be one step ahead of the competition. You will have all the information coming from the various information systems present on a single dashboard.

In conclusion, we can say that a correct data analysis optimizes the work, improves performance and allows a more conscious planning of the work to be done.

5 Dicas infalíveis para aumentar a produtividade

5 Infallible Tips to Increase Productivity

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Improve your productivity with our tips

All professionals want to do their work within the established deadlines, without compromising the quality of the final result. Throughout a day’s work, the tasks are immense and sometimes it’s difficult to make a good time management, which compromises daily productivity. We present you with 5 sure-fire tips to increase your productivity without harm the quality of your work!

Balance between working time and rest time

When we have a lot to do, we tend to opt to work longer hours. But actually working more hours doesn’t mean working better. If we are tired, our income will be very low and then the quality of the work will be totally compromised. It’s advised that for each hour of work, take a rest period of ten minutes. In your daily work plan, include time for breaks. With these short breaks, you will feel more energetic and have a greater intellectual capacity to face all the challenges!

Dedicate yourself to one task at a time

It’s good to be able to do several things simultaneously and today multitasking is a very appreciated competence in companies. However, to increase your productivity you should focus on one task at a time. If you decide to do several things at the same time you will reach the end of the day without having finished any of them. Set a priority task for each day and devote all your attention to getting it done.

Don’t be too perfectionist

In all the tasks you perform you should always strive to do your best. However, the pursuit for perfection can become an obsession and hamper your productivity. Don’t be too picky to set unreachable goals that will only make you feel frustrated when you realize that you cannot achieve them. Set rigid deadlines to complete a task and don’t constantly look for defects that will delay the delivery of the work.

Be proactive

“Don’t leave for tomorrow what you can do today”: it’s an old saying that is really right. If you have time to solve a situation today, why are you going to solve it tomorrow? In the world of work, unforeseen events occur and urgent situations appear frequently. So if you have time to do a task today, don’t pass it on to tomorrow. Surely tomorrow something important will come up to do and you will run out of time to sort it all out. Don’t procrastinate in the freest hours: go ahead and see your productivity increase!

Use a management software

We need information to work and it isn’t always easy to access all the data we need. Adopting business monitoring software such as Multipeers helps to reduce the time it takes to find information in a drastic way, which frees you up for other tasks. This software allows you to analyze the business in real time, through an intuitive and simple dashboard, where you will find all the information from the most diverse data sources that you need to perform your tasks. Multipeers also allows the definition of business alerts that warn you whenever a situation requires your intervention, allowing you to act immediately.