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Tuesday, August 19, 2008


   OUR TAKE -  Sell My House

 
 
Services Industry Summit - Strategies for Service Excellence, Las Vegas, October  6 – 8, 2008
Lasting Impressions:
The time to stop talking is when the other person nods his head affirmatively but says nothing. - Henry S. Haskins
I need some help. I'm in the process of interviewing realtors to list a home for sale. As you know, this is not the best of times to sell a home given the tumultuous and unsure economy as well as the mortgage industry. In short, I'm looking for an agent with a selling strategy that goes beyond listing and waiting for buyers to show up.
 
I value the skills of a good agent. However, after talking with eight experienced realtors in the last two days, I'm befuddled by the lack of differentiation. I can't go as far to say they all seem the same but I have yet to hear someone give me a compelling story why they think they are best person to sell my home. They tell me what they will do for marketing, we discuss pricing strategy, and we lament the overall fragility of the market.
 
I wonder if my expectations are too high. Should I expect something more than a listing, a pc generated brochure, some postcards in the neighbors’ mailboxes, and an open house? There is an 18 month backlog for houses in my area in my price range and I don't want to wait that long to sell the home. Is the number in the upper right hand corner of the data sheet (the price), my only differentiator? What do you think?
 
That's my take. What's your take?
 
Gary Lemke, Publisher

 
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  NEW IN CRM

 
Article:  Oz Benamram, director of knowledge management at Morrison & Foerster, an international law firm with more than 3,000 employees and 17 offices worldwide, describes the latest iteration of the CRM applications it's using as "CRM on steroids." The company had struggled to make sense of the data that it had collected, such as which areas of expertise its lawyers had, which companies they had worked with, and which employees knew individuals working for potential clients. Now whenever someone types in a name, that information pops up, saving the company time and making it better able to market and deliver its services. (Source: DestinationCRM )
 
News:  Maximizer Software announced its new mobile CRM brand - Maximizer Mobile CRM. To date, more than 1,600 companies worldwide have adopted Maximizer's mobile CRM solutions for mobile sales and service solutions for small and medium-sized businesses. the Maximizer Mobile CRM brand offers several options for today's mobile devices and smartphones including BlackBerry or Windows Mobile devices as well as Palm devices.(Source: Maximizer )
 
Article:  The term 'permission marketing' was originally coined by innovative Yahoo! marketer Seth Godin in 1999. To direct marketers, steeped in a world in which consumers were merely seen as percentage response rates in mass direct mail campaigns, the principle of passing control to the consumer was both brave and frightening. Godin, however, argued simply that the established models of press, TV and direct mail (what he called 'intrusion marketing') were simply not working anymore and that the web (long before 2.0 appeared) would be the tool that enabled the consumer to choose who had the right to a dialogue with them. Arguably, we have now gone a step further – the consumer now (via user generated content) makes their feelings known to the wider world and may never instigate a one-to-one dialogue with a brand.(Source: MyCustomer )
 
Article:  Constructive customer complaining is a lost art, experts say. Customers often get nasty or, more often, shrug and walk away, figuring it's not worth the effort to right a wrong. Or they think no one cares. Businesses can be tin-eared when hearing complaints. Or they can even aggravate customers more when they respond to a complaint. (Source: CRM Daily )
 
News:  Convergys has renewed its contract with Cincinnati Bell for five years providing processing services, including connecting phones to the network infrastructure, activating telephone systems and providing billing for services and bundled offerings Cincinnati Bell makes available to its wireline and wireless customers. Convergys also will provide wireline and wireless application development and maintenance services. Financial terms weren't disclosed. The agreement includes two one-year renewal options.(Source: Convergys )
 
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