Selling Tips for Medical Sales Reps to Succeed

When it comes to medical sales, competition is fierce. Sales reps, both those new to their respective role and veterans in the field, are vying to sell their product and searching for a way to stand out among the muddled crowd. So how can you differentiate your selling point and stand out from the competition?

Know the Customer

Medical sales is all about relationship-development, so it’s crucial that you learn all about your customer, both professionally and personally. By learning about them professionally, you’ll be better able to provide what they need, and be a long-term resource.

Learn all about your customer’s goals. If you can understand your customers wants and needs, you can sell towards solving any problems that they are having. Who wouldn’t want you to fix their problems?

On the flip side, by learning about your customer personally, you’ll be able to develop a relationship with them, strengthening your ability to grow the professional partnership.

Often in the medical world, your customer already needs your product – so to them it isn’t so much what is being sold but who is selling it. Understanding your customer personally can help you sell yourself, and that can be the ultimate closer. Additionally, if they like you, they will be more likely to refer you to colleagues and friends.

Related: 3 Keys to Influencer Marketing in the Healthcare Industry [GUEST POST]

Personalize Outreach

When competition is stiff, sending out a bulk email or request for an appointment is not going to cut it. You have to make each prospect feel that you care about them and want to solve their specific problems.

Whether it’s personalizing a business card for the prospect or customer or simply sending out targeted, personalized emails, taking this extra step can go a long way. Consider leveraging email marketing automation to streamline outreach and follow up tasks without losing the personalized touch.

Remember, if a prospect can get the same product from everyone, then it is the personalization and service that can be a deciding factor in winning or losing the sale.

Related: Top Healthcare Marketing Trends to Expect in 2017

Use Umbrella Questions

When you’re trying to collect as much information about a customer or prospect as you can, specifically relating to their wants, needs, and challenges they’re facing, rely on umbrella questions.

Umbrella questions are open-ended questions intended to get a response that’s more than a simple “yes” or “no.” Examples of helpful umbrella questions include “what are your specific pain points currently,” “can you share an example?” and “What do you wish you could do more efficiently.”

If you’re going to be on a sales call, these types of open-ended questions are a must if you hope to learn as much as possible. Let your prospect speak and concentrate on listening, not selling. Listen to specific issues they have that your product or service can fix, and once they bring it up, explain what you can do for them.

Related: 3 Keys to Influencer Marketing in the Healthcare Industry [GUEST POST]

Set daily goals

For most professionals who work in medical sales, there’s a strong sense of autonomy, or the ability to set a schedule on your own.

The medical sales reps most likely to succeed in this type of work environment establish daily goals and strategic scheduling to sell their product.

Before even starting your work day, have an idea of what your day will look like. Which clients will you be visiting? Who will you be reaching out to? What goals are you hoping to complete by the end of the day? Week? Month?

Once you’ve established some ground rules for the day, you’ll be much more equipped (at least mentally) to tackle the day’s challenges.

Related: Lead Generation: The Main Road to Success in the B2B Healthcare Industry

Learn from “No” and Adapt

In sales, being able to accept failure and the loss of a sale is crucial. It’s going to happen to you, no matter how skilled a medical sales rep you think you are, you will always have to deal with a lost sale.

It’s always disheartening to miss a sale, especially one you had high hopes of getting. Being able to mentally handle the negatives and the “no’s” of the job is a must.

Another must? Learning from your failures. Some of the most important lessons you can learn in sales will come from the rejections you receive. Work to identify what went wrong, or a specific excuse you couldn’t overcome, and work on a pitch to overcome it next time.


Author Bio:

Jon Zimmerman is the Director of Marketing at WorkWise, the provider of OnContact CRM software and has over 25 years of experience in customer relationship management.



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What to Do When Support Ticket Numbers Increase or Decrease on Holidays [GUEST POST]

What to Do When Support Ticket Numbers Increase or Decrease During the Holidays

Businesses, that are looking for ways to build a powerful brand, are always giving their best to improve their customer support. This is one of the key areas that impacts branding, as it focuses upon meeting the customer’s demand. It affirms that your company stands behind its products and that will do anything that helps your customers overcome any issues related to merchandise.

This process requires a lot of dedication, especially once the company has grown and thousands of customers start flocking to your business.

A majority of businesses have their season and off-season periods in which they respectively receive a higher or lower number of tickets. Although, both these scenarios are completely different from each other, however, during both the seasons, businesses can resort to some steps to improve their customer support.

Let’s take a look at how to approach both these scenarios.

1.) When customer tickets go up

What to Do When Support Ticket Numbers Increase or Decrease During the Holidays

Continuously working on improving your customer support pages is a long-term task that requires a lot of work. No matter how busy your customer support is, they should take a couple of moments whenever they can, and take steps towards improving their customer support. When faced with a higher number of customer tickets, these are some of the most effective steps one can take.

  • Improve support pages

Improving the pages is a long process as it consists of several different steps. Your customer support team might not have the time to make direct adjustments to their FAQ pages, but, the team can dedicate few minutes to collect important information that will prove beneficial in the future.

For example, if a set of new common problems comes up, it should be taken note of. Additionally, if the company has launched a new product, there are certainly new types of problems that customers might have experienced, which should be inculcated in the customer support’s to-do list. Performing this task regularly will make it easier to implement future adjustments to customer support pages.

  • Reassign your workforce

Higher number of customer support tickets can put the support team under a lot of pressure, which becomes counter-productive over a longer period of time. Due to enhanced pressure, more errors will become prominent, which will lead to an increased number of unsatisfied customers. A good idea is to bring in reinforcements from other departments.

In such a situation, using an efficiency-driven knowledge base or a live chat solution can come in handy, to which employees from the other departments will easily become accustomed to. Additionally, you are passively going to educate your employees about different processes that occur in the company, and let them understand what customers are actually looking for.

For example, a coder in a company, which sells SaaS tool, will come in direct contact with some problems customers are experiencing, allowing the implementation of new ideas in the product and completely remove the issue.

Related: How Amazon Sets the Standard for Customer Service Calls

  • Always deliver what you have promised

Delivering what you have promised is the best way to maintain the satisfaction level of customers. Many businesses believe that they can reply to their customers within a 24-hour timeframe. However, with a high customer ticket count, meeting this promise becomes much harder. It is better to promise a 48-hour timeframe and deliver within that period instead of promising 24 hours and delivering after 31 hours. Take some time and make better estimations; you customers will not tolerate your inability to deliver what you have promised.

These are some of the things that you could do when the customer support tickets rise.  Let’s take a look at the list of activities your customer support team could do during the off-season period.


2.) When the customer tickets decline

Most businesses commit the mistake of slowing down their productivity during the off-season period. Those who want to achieve the best results should work just as hard during this period.
The following tasks should be performed when “the sea is calm”.

  • Improve support pages

All the collected data during the peak-season period should now be used to create new customer support pages, wikis, and to edit the already existing ones. Take a look at the lists your customers have compiled and start incorporating new solutions to the FAQ and wiki pages. It will make the next peak season easier to handle and satisfy the customers as well.

  • Take a look at analytics

The existing content should be regularly edited and updated for increased effectiveness. This task is made much easier by the collected analytic data. Use the metrics to determine which pages should be improved.

For example, if you notice that a particular FAQ page has high bounce rates and the question still keeps reaching your customer support team, then you should introduce images or videos to improve the effectiveness of an answer. This will help curtail the burden on your customer support team in the future.

  • Make the hiring process much easier

During busy days, adding new employees is a challenge as they have to acquire basic training to be able to join the company. Use your team to create a knowledge base rich with useful documentation to help the prospective employees. This will make the hiring process much smoother without causing any additional stress on the rest of the team.

The last words

Both the off-season and the peak-season periods should be utilized to improve your company customer support pages. Great organizational skills go a long way, so assign particular tasks to every team member. Focus on prioritizing to meet your customers’ expectations during the peak season, whereas the off-season period should be utilized for improving customer support pages in every way possible.


Author Bio:

Robin is a Technical Support Executive with a combined experience of 6 years. He is well acquainted with various Knowledge base tools and is currently associated with ProProfs. In his free time, Robin enjoys reading and traveling.



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What to Tell Clients Who Say “You’re too expensive.”

What to Tell Clients Who Say You're Too Expensive

Credit: flicker

First of all, I can’t and won’t blame you if you just put an end to the whole thing right then and there. It’s the equivalent of being “friendzoned” by your love interest. Hey, don’t pursue it, don’t force the issue. And move on. There’s plenty of fish in the sea. You can even throw in the “it’s your loss, not mine” card.

That would have been my advice 10 years ago, when I haven’t had the benefit of a ton of experience yet – both stressful and rewarding — in marketing, sales, negotiation, compromise, and yes, nurturing relationships. I, too, wish it were as simple as that.

But it’s amazing how much the years teach you. As you log on miles in life and in whatever career you are in, so do you gain wisdom – wisdom necessary to prove your point, to refute a claim, and to respond to statements that the inexperienced of the lot dread. Such as when a client tells you — after you’ve gone through all the barriers and checklists and demos – that “Your product/service is too expensive.”

It will stun and it will sting and sometimes, it will leave you groggy – just like what a punch to the temple does to boxers. But when you’ve had more than your fair share of hits like that, you instinctively roll with the punch — and sometimes, throw a counterpunch or two.. Here’s what I’ve learned from experts, from clients, and from my personal experience.


Ignore it.

Yes, exactly what I would have said 10 years ago. But why? Because whether you like it or not, there are really times when you don’t have to defend yourself, or in this case, your price. When you’re in a position where you’re filled to the brim with other clients (who don’t complain), it’s better to use your energy on them than waste it engaging with people like this.

In this case, just thank the client for considering your company and tell them you were glad to have helped them. Never apologize for your price and stay connected with these prospects. We’ll never know when they change their minds and vacate to your company. Don’t stop nurturing and keep them interested always. Send them some digital downloads like your case studies or white papers. That’ll make him/her think twice.


Read more tips on How to Hold Prospects Longer on a Phone Discussion


Admit it. And sound proud.

Say, “Yes, you’re right. But our company – and most other self-respecting companies, actually – believes that price is a reflection of quality. You get what you pay for.”

Then proceed explaining in detail the kind of software or technology behind the product or service, the amount of work or the extraordinary skills required to come up with your special kind of product, or the amount of time it took to develop the product.

Some clients will be enlightened, some will even be ashamed of themselves, while others will not budge. But you’ve sent the message – you get what you pay for. Here are 3 steps to follow when defending a high price.


Respond by saying, “What makes you say that?”

This brilliant counter move should put the assertive-bordering-on-aggressive client on the retreat. Follow up by saying, “Expensive compared to what?”
Make sure your tone is genuine and curious and not aggressive. The last thing you want to do is alienate the client or create an air of animosity. Trying to put things in perspective will give the client an opportunity to justify himself, and you, the opportunity to know whether the client knows what he’s talking about.

Why is this important? Because this is the phase where you decide whether to pursue the client or not, and it depends on the client’s answers.

  • If the client honestly doesn’t know the cost, you have a chance to explain why the price they’re paying you is worth the investment. If it’s $5000, compare it to something of a similar value but with less or without ROI, like buying a big bike or a used car, both of which depreciate over time. Your product, meanwhile, alleviates a pain point, and has a huge potential to have a high ROI.
  • If the client has done his research, asked around, and happened to compare you with a cheaper company, then you have another opportunity to emphasize your value. Explain why your rates are higher – you shouldn’t have trouble doing that. And don’t forget to remind the client why he called you even when he’d been quoted a cheaper rate before.
  • If the client is just using the “you’re too expensive” card as an excuse because he’s not yet ready to buy, perhaps you can offer a limited-time-only promo or something to make him reconsider.

Bottom line is, asking “Expensive compared to what?” will open doors for you and potentially tilt the scales in your favor, and even lead to a sale.


Here are some tips on how to bounce back from a lousy sales call? Watch this!

Read more details on Rebound After a Horrible Sales Call [Video]


You might also like: CHAMP Methodology: Spot on Sales-Ready Leads with These Questions

Don’t Take it Personally

Every time you’re in a position where clients say your product is too expensive, don’t take it personally. Remember, most buyers have a linear way of seeing and understanding value: it’s a good or great price when perceived value is higher than the amount they pay for it, and it’s too expensive when the amount they have to pay outweighs the perceived value.
If it’s any consolation, think that if you’ve never had clients telling you that you’re too expensive, you’re probably not charging enough.

What did you miss: The 5 to 5 Calling Rule for Inbound Leads (That Generated Over 40% Increase in Sales)



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The Naked Truth: Outbound Marketing is still Important

I was trying to come up with reasons why companies should still use outbound marketing when I read what Guy Kawasaki, a household name in marketing circles, said about the subject:

“If you have more money than brains, you should focus on outbound marketing. If you have more brains than money, you should focus on inbound marketing.”

I could’ve just totally changed the topic of my article because Mr. Kawasaki made total sense there. But, I cannot just roll over and die and drag every outbound marketer’s cause to my grave (I have a soft spot for outbound marketers). I have to at least put this on record.

In sibling analogy, Inbound Marketing is the long-awaited newborn, the baby everybody in the family is enthusiastic about. He’s the apple of everyone’s eyes; he gets all the attention, the special treatment, the biggest slice of the cake. That’s because, first, everyone’s bored of the big brother (one can only be so cute for so long). Wait, that’s about the only reason.

Big brother, of course, is Outbound Marketing. He used to be the favorite, but when everyone learned baby brother is coming, the joy he used to give them became nothing more than an afterthought.

But to all fans of big brother, fret not because whether they admit it or not, big bro still holds some tricks cute little brother could only wish he had.



And that money-brains theory of Mr. Kawasaki? Yes, it’s true to some degree, but it’s not a rule. And if it is, you can always be the exception.

Here are some outbound marketing strategies that still drive sales and earn marketers more than just a pat on the back.

Email marketing

In a study by Fractl and Moz, there’s a question that says “What is an effective way for a company to attract your business?” The top answer – favored by 53.5% of the respondents  was, “Mailing me offers for discounts, coupons, or free trials.” It was followed by 53.2% who answered, “Offering free content about a topic I’m interested in.”

For all the credit given to inbound marketing’s efficient passivity, it cannot be denied that buyers still expect a more aggressive approach. By creating and sending emails to hype promos, events, newly launched products, and the like, you can attract a specific audience – those who are half-expecting a notification from you, because email marketing uses leads that are already in your company database, you have better chances of reaching leads that are more sales ready. After the initial spending on a lead list, the expenses allocated for email marketing are almost insignificant, which gives it a very high ROI.

Related: 5 Parts of a Best Lead Converting Email [INFOGRAPHIC]

Event marketing

The good thing about event marketing is, you know you’ve already won half the battle. You see, the fact that the prospect you invited attends your event is already an indication of interest in your brand, product, or service. So whether it’s a webinar or a tradeshow, a seminar or a public demo of a product, it gives you the chance meet your prospects in a more personal manner and reel them in further. Needless to say, event marketing is a great way not only to generate leads but create lasting, meaningful relationships with current and prospective customers.

Learn more how you can boost events audience with Callbox events telemarketing!

Inside sales

Think of outbound marketing as tag-team wrestling where the two members of the team take turns until the opponent succumbs to their relentless efforts. It doesn’t sound nice and cute, but it operates on teamwork and cooperation. In this case, the outbound marketers do the initial pummeling – softening the prospects until they’re ready for the inside sales team. The inside sales team then calls and qualifies the leads using CHAMP methodology until they are ready to be passed on to the “closers”. Inside sales is essential in any outbound marketing strategy since they are the ones who follow up on the leads. Without them, all the leads your frontliners have generated will be for naught.

Lead nurturing and lead scoring

Several studies show that outbound marketing is more effective in B2B transactions precisely because it is easier for companies and big organizations to trust partners they have had some degree of interaction with. This is the result of marketing efforts that turn leads further down into sales pipeline for nurturing. Truth be told, a good percentage of the leads you have generated are not quite ready to buy yet. But through lead nurturing, these leads are gradually tenderized until they are in perfect position (and attitude) to buy. Ideally, a good pipeline assigns leads scores based on how purchase-ready they are.

Related: The Remedy for Unqualified Leads: Nurture Them Until They’re Ready


In this age of computers and mobile technology that evolves faster than people age, you’d expect newspapers, radio, and television to heave their last collective breaths. But no, this triumvirate is here to stay for a while. These traditional platforms are still getting a significant chunk of the marketing budget because, although businesses may use inbound marketing to research for trusted partners, they ultimately seek out those that are established and have had a history of credibility and are amplified by their sometimes decades-long presence in tri-media ads. One more thing: because it has become “outdated”, advertising through these means has actually become cheaper. This is why outbound marketing seems to have inbound marketing’s number, especially in business-to-business marketing. Thus, telemarketing is still relevant and effective marketing medium.

Related: Statistical Proofs Show That You Should Invest In Multi Channel Marketing

Bottom line

The truth is, Inbound Marketing is getting all the love these days. This entire concept about “attracting more bees with honey” actually makes a lot of sense, but it would be foolish for any organization to abandon outbound marketing altogether in favor of inbound marketing. As many marketers — even those who have jumped over the fence to inbound marketing – would admit, outbound marketing helps businesses target specific prospects more accurately, and thus, produces positive results faster.  

So don’t but fall for that “more money = outbound, more brains = inbound” principle hook, line, and sinker. Just be smart and strike the right balance between the two.


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CHAMP Methodology: Spot on Sales-Ready Leads with These Questions

Champ Methodology Spot on Sales-Ready Leads with These Questions

In sales and marketing, it is important to clearly define a good qualified lead. And most Sales Reps used to follow BANT; Budget, Authority, Need and Timing to qualify their sales leads. However, in modern B2B, where sales and marketing teams found out that there are other factors to consider first to help determine the sales-readiness of a prospect.

In sales, you must care about your prospects in order to build a long lasting relationship with them.  Empathy should come first rather than sales reps focusing on reaching their quota by misleading prospects to buy their products without thinking about the prospect’s concerns to resolve the issues within their organization.

Need, pain, problems and challenges are the first things to discuss with the prospect when qualifying a sales lead before talking about the budget. By empathizing and listening to their concerns, they are more likely to open up to you. This is your way of finding out whether there’s an opportunity for you to offer your product and show them how it can help them resolve their issues.

There’s a modern lead qualification term, CHAMP: CHallenges, Authority, Money and Priority to ask to identify the buying process. These are the questions that a salesperson must ask to better qualify leads and close sales.


Prospect tends to buy things because they are experiencing challenges within their organization. If you can offer a solution for the challenges that your prospects are currently facing, then you can say that this is the beginning of an opportunity and you can offer help and start talking about how they will benefit for your product.

When you say ‘challenges’, it means a need or a pain that the prospect is experiencing within their organization. And by calling them, you are offering them a solution to their challenges – and eventually get a sale.

By asking for their challenges, you are gaining information and understanding your prospect’s current set up better and find out if they are worth pursuing or not. The following questions will help you determine if your products or services best fit their needs.

  • Do you have any challenges with your current solution that would consider you to change?
  • What areas in your business do you need help for?
  • What areas within your business are facing any challenges that needs help for?

Giving empathy in understanding these challenges is important.

Related: Why would I work with a lead generation company when I have an in-house marketing person and my own CRM?


In sales, time is precious. Asking for the authority of the person simply means you wouldn’t want to waste time talking to the wrong person. If the person  cannot decide, or worse, is not involved, there’s no point of talking to him. However, He  might  help when it comes to their company’s organizational structure and point you to the right person.  Check out some tips and techniques on how to reach the right decision makers.

Here are some examples of what to ask to identify the authority of the person you are talking to.

  • Would you be the best person to speak with regarding?
  • What would be your role in the decision making process?
  • I understand you’re the person who can decide for this one?
  • Besides you, who else is involved in the decision making process?

Related: Classification of Sales Leads: Hot, Warm or Cold


Don’t start your qualifying questions with this as this topic is very crucial. Find out if they have challenges first. Once you do, find out their expectations on the investment that they need to make. Also, this is a good time to discuss about the benefits that they can get if they invest on your product or services and what they can expect for them to know why it’s worth it. You can use the following questions to ask to when discussing about money with your prospects.

  • Do you have an allocated budget for this project?
  • When will your budget be available?
  • Do you already have a budget?
  • Have you set aside a budget for this project?

Related:   Best Marketing Tools to INCREASE Sales Leads Production


This is about their timeline when do they need to solve their issues and challenges for you to know if the project is at the top of their priority list. However, you have to be very specific when discussing about their timeline.

For example:

You called first quarter 2016. Prospect mentioned that their timeline for this project will be next year, 2017. You have to be specific as to which quarter for next year and ask ‘Would that fall on the 1st or 2nd quarter of next year?’

The closer the timeline for the project means it’s a better opportunity for you.

If they don’t need the solution for their challenges within a year, then this project is not a priority for now. Constant touch base with the prospect must be done if this is the case. Try asking these questions to know more about the timeline for their upcoming projects.

  • When do you plan to consider this kind of project?
  • Do you have a time frame for this project?
  • Do you have a contract? When will it contract end?
  • When do you plan to go live or implement this one?
  • What other solutions have you looked into so far?

Here’s how we keep in touch with our prospects, check out lead nurturing process!

We’re not saying that BANT is an outdated way of qualifying leads. However, using CHAMP is more relevant in qualifying  your opportunities correctly. To truly close a sale, it is better to understand the buying process of your prospects. The answers to these questions will determine whether your prospect is a good match to your business.


Don’t give up on unqualified leads, you’ll never know it could be a thousand dollar close. Learn how to nurture them!


Don’t waste your “A” material, weed out bad leads on your sales funnel!

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Easy Tips in Finding and Removing Duplicate Data Using Excel

Duplicate value, duplicate records, multiple contacts, duplicate data, no matter what you call them, they are still considered as one of the biggest problem in having good data quality, not just in a calling list but also in an emailing list.

A successful marketing campaign requires the right data to use. When I say “right data” it means, no same records within the list. If your data consists of duplicate records, it can be a bit frustrating on the side of the Sales Rep as well as the prospect. Having to call the same number, within your list may result to DNC (Do Not Call). Also, by sending the same information on the same email addresses within a list can lead to DNE (Do Not Email).

One of the tools that you can use in finding duplicate records is Microsoft Excel. You have to do it manually though, but it’s as easy as few clicks. However, If you have higher volume of records within your list and you don’t have enough time and resources to do this, you can always outsource a company to profile the list for you or check some resources to get your own marketing list. What’s good about outsourcing is, you don’t only remove duplicate records, you can even ask them to call the list for you and update the information within your list as well.

Here are some tips on how to filter for unique values and remove duplicate contacts within your calling list using Microsoft Excel.

Arrange the company name into alphabetical order (As shown in Figure 1 below).

Figure 1

  • Highlight the column “Company”
  • Click “Sort”
  • Sort on “Column”
  • Sort on “Values”
  • Select “A – Z” to arrange it alphabetically

Highlight the column that you want to check for duplicates (As shown in Figure 2).

Related: The Problem with (and Solution to) Database Decay

Figure 2

  • Highlight the column/s that you want to check for duplicates
  • Click “Home”
  • Click “Conditioning Format”
  • Select “Highlight Cells
  • Choose Duplicate Values
  • Change the Fill Color (If necessary)
  • Click “Ok”
  • All duplicates are highlighted

Now, filter all highlighted contacts so you can view all the duplicate records. (As shown in Figure 3 below)

Related: Global Media Runs on Accurate Market Data

Figure 3

  • Highlight the column with highlighted duplicates
  • Click “Sort”
  • Select “Company”, “Cell Color” and “On Bottom”
  • Click “OK” to see all highlighted duplicates at the top of your worksheet as shown in Figure 4 below.

Related: Callbox Data Profiling A Major Coup for Exhibition Leader

Figure 4

Remove all duplicates as shown in Figure 5 below.

Related: AskCallbox: Where do you get the list?

Figure 5

WARNING: When using “Remove Duplicate” feature, the duplicate data will be deleted permanently. So it’s best to copy the original data to another worksheet before deleting the duplicates so you won’t accidentally lose any information.

After removing the duplicates, you will see companies still highlighted in red. This is normal as they are now considered as unique contacts.

Still don’t have enough time and resources to do a manual segregation of your data? Check these list of tools that you can use to remove unwanted data in your list.



Have a dedicated team to update your business data!

Learn more about our data cleansing and profiling services.

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SEE customer profiling checklist in calling and verifying business contacts!

Customer Profiling Checklist in Verifying Business Contacts



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12 Easy Methods You Can Accomplish Massive CRM Success Rates

( Interacting with customers is key for CRM success)

Vision, Objectives, and Strategy are the pillars of achieving customer relationship management (CRM) success. You also have to choose the right technology to be competitive and efficient. But, is that enough? In today’s world which is glued to social media, consumers are more likely to question or compliment about your business, product or service on social networks like Facebook and Twitter.

Social media management and CRM have become almost inseparable. But just offering a social CRM for the sake of it is not enough. You have to manage and engage the customers in a way that will benefit your company the most. The following tips are sure to help in your course to achieving CRM success.

#1 Choose An Apt Platform

Select a social media platform that will help you increase your engagement online. It will be very helpful for your business if you refer this post and choose the social media platforms that will benefit the most. The social network you select should help you market and boost your sales. The world is customer-centric, and you should use the technology to connect with them.

#2 Identify And Engage Your Social Influencers

Use social media analytics tools to see who is promoting your brand the most. Then reach out to those loyal customers and build a good relationship with them.

#3 Reward Loyal Clients

12 Easy Methods You Can Accomplish Massive CRM Success Rates

( Rewarding loyal customers will make them feel more welcome)

How are you planning to keep your loyal customers? Customers who are engaging on social media positively about your brand should be rewarded appropriately. Providing discounts and sending them thank you notes are examples of these.

#4 Use List And Group Features

Create lists in the categories of clients, prospects, positive feedback and influencers. Add people to each list and devise social media campaigns to keep them engaged.

#5 Your Social Media Presence Should Be Consistent With Your Brand Image

12 Easy Methods You Can Accomplish Massive CRM Success Rates

(Entertainment companies like Netflix engage in a lighter tone with the audience)

Your fans and followers want to have a regular conversation with your brand on social media. So be as human as possible while engaging your fans. Provide your representatives with guidelines that are in accordance with the vision and attributes of your company.

Make sure that you engage customers only through the company’s official account. Also, your employees should opt to put their name at the end of their replies. This way, your customers can relate more to an individual rather than a faceless brand at the other end.

But, your tone on social media should play to the brand image. For example, if you are a gaming company or a restaurant, you can use an informal tone to address and engage your followers. But, if you are a law firm or a data company, then your replies should be courteous and informational.

#6 Talk With Your Customers, Not At Them

Social media is a two-way street. So instead of pushing information to them, try to build a conversation that will keep them loyal in the long run.

Related: 5 Social Media Trends for Businesses in 2016

#7 Respond To Customers Timely

How fast you respond is as crucial as the response itself at winning the customers over. Try to engage the customers as soon as you can.

If they have a query or a complaint, offer them a very personalized response quickly. It might not be easy to be up to date across all social media platforms, but if done, your customers will appreciate you. It will go a long way in building a bond of trust and loyalty between you and your clients.

#8 Post A Frequently Asked Questions Section

12 Easy Methods You Can Accomplish Massive CRM Success Rates

( Example of an FAQ section)

It is tiring and time-consuming to answer repetitive questions personally. An FAQ section on your Facebook page or website is the ideal solution. This way, your followers will be able to get the answers they are looking for without much hassle. But, do offer personalized solutions to the customers if the query is not listed in the FAQ or if they need further information.

#9 Monitor Social Media Profiles

How do you get to know more about your customers? How do you cater to their needs? Well, social media is the answer. It provides us with psychographic and demographic information and data about your niche audience. This way, you will be able to hit the target and also identify the trends among your consumers.

Related:  SOCIAL INFLUENCERS: The Powers-That-Be

#10 Right Resources Are The Key

Social media can become the villain of your CRM if your team is not equipped to solve potential problems. A general approach is to hire marketing and PR professionals for this purpose, but make sure that they are capable of solving the problems thus relieving the customer of frustrations.

#11 Don’t Just Bank On Social Media

The customer should have a unified and centralized experience. If a very loyal customer of yours is facing a significant problem, then a call would do more good than a tweet.

#12 Do Not Ignore Basic CRM Functions

The old-school CRM functions are instrumental in achieving CRM success rates. Dividing tasks, managing accounts, managing marketing campaign, logging call notes, tracking sales activity and other essential CRM functions are as crucial as ever.

Customer relationship management plays a huge role in deciding the future of your company. Try to keep the whole process simple rather than having unnecessary complications.  Choosing the right platform enables you to cater to the audience more efficiently and rewarding your loyal customers will make sure that they remain loyal. A timely response will give you a good word of mouth. The right resources will help you keep a check on efficiency, quality, and professionalism. Make sure that you talk to the customers rather than pushing information on them and also maintain consistency in the way you engage with your audience. Remember, even though- fast growing, social media is not the only platform you should focus on as basic CRM functions done on conventional platforms are also important.

Many businesses fail to hit their CRM targets because they do not have a unified or simple approach. Identify the metrics and focus on the things that matter because you can’t manage what you can’t measure.


 What have you missed: AskCallbox: Why would I work any lead generation company when I have an in-house marketing person and my own CRM?


Author Bio:

Sara George from iDigic has been writing about social media ever since she can remember. Articles mostly touch upon how you can better your social media presence and get more out of your social feed.




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Marketing BI Software: Be The Heaven-Sent Solution to Customers

The business intelligence market is getting more and more attention in the past couple of years as businesses demand more and better access to data analytics tools. In fact, a recent study revealed that  Business Intelligence (BI), analytics and performance management have received more investment from venture capital funding is the SaaS industry than any other market. Apparently, the BI segment in the IT industry is creating a bubble. If you are a BI Software provider, you cannot afford to let this trend pass without cashing in. Sure, there’s more than enough market for the product. The question is, how do you get them to engage and buy yours?

The general answer: know the market like the back of your hand.

Assuming you did your research and came up with the same conclusion as we did, then here’s how you get customers for your BI software.   

There are two kinds of BI software customers:

  • those who are trying to move towards the use of data analytics in their businessand
  • those who are already using data analytics but aren’t satisfied with what they are getting.  

First group:

Marketing BI Software: Be The Heaven-Sent Solution to Customers

Those in the first group are first-time BI software buyers whose business is growing, the amount of data they collect is increasing and they want to invest in tools that will help them optimize their use of that data. Their decision to invest in business intelligence software is proactive. Frankly, this is the easier group to target because the expectations are relatively low. You don’t have to bring out the big guns, so to speak, yet.

Tip: Offer a modest, functional and practical model that’s packed with value rather than high-end features.

These days, when “freemium” offers are a dime a dozen, you can’t afford not to be competitive.

Related: Use the Psychology of Free Stuff to Generate Leads

Second group:

The second group is the more tricky lot to navigate. I categorized them in three sub-groups based on their pain points. That’s how we are going to proceed with our marketing strategy.

Marketing BI Software: Be The Heaven-Sent Solution to Customers

Roughly three out of 10 businesses have utilized a business intelligence software, but are in search of a new system. Here the sense is not so much that the company is growing, but that it has already grown to a level where the amount of data has become unmanageable. It is safe to say these businesses experience internal chaos and the decision-makers want to flee from the scenario as soon possible. The only viable solution is the utilization of a BI tool.

In such scenarios, if you are the supplier, package your business as the only one with a targeted approach. Identify on one very specific business metric—employee turnover rate, for example—and focus analytics on that first. While it may seem wise to offer a blanket solution to the client’s woes, the more logical way is to proceed slowly from one pain point to another until they are all addressed.  

Related: Marketing Menu for ITBiz: Why Telemarketing Should Be the Main Dish

  • Among those who already have a BI software in use, a recent study revealed that 33 percent want better visualizations. Meaning, their existing solutions may be usable, but they’d appreciate an upgrade so decision-makers can better see and understand how the business works numbers-wise, and thus improve decision-making. As per, today’s data visualization tools go beyond the standard charts and graphs used in Excel spreadsheets, displaying data in more sophisticated ways such as infographics, dials and gauges, geographic maps, sparklinesheat maps, and detailed barpie and fever charts. The images may include interactive capabilities, enabling users to manipulate them or drill into the data for querying and analysis. Indicators designed to alert users when data has been updated or predefined conditions occur can also be included.

So if you’re a BI software vendor, you would want to embed a cool and easy to understand (because not all decision-makers are geeks) data visualization into your product.  Your standard sales pitch should sound like this: A picture is worth a thousand words – especially when you’re trying to find relationships and understand your data, which could include thousands or even millions of variables.

Related: What’s the Value of Lead Generation to ERP Software?

  • The last demographic to target is the group that has a huge demand for dashboards, which makes sense in today’s era of user-driven BI. A business intelligence dashboard is a data visualization tool that displays the current status of metrics and key performance indicators for an enterprise. Dashboards consolidate and arrange numbers, metrics and sometimes performance scorecards on a single screen. Now, instead of waiting for the trusty  IT department to prepare reports, today’s savvy BI user demands more autonomy, and wants tools that will allow them to produce their own analyses. If you’re the provider, show off your dashboard’s simplified, intuitive interfaces that are both aesthetically and functionally cool. But make sure your prospect isn’t lost in the idea that your product isn’t just a tool of beauty but also one you can trust with your data.

To fully take advantage of visual analytics, organizations need to address several challenges – from finding and analyzing data quickly, to displaying information in a meaningful way. If you got these all covered, you’re bound to sell software faster than the cash register can say “ka-shing”.


Check out our successful campaigns for IT and Software companies.

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What CEOs Can Learn From “Dumb Ways to Die”

What CEOs Can Learn From “Dumb Ways to Die”

From executing strategic vision to communicating high performance standards to being ultimately responsible for all day-to-day management decisions and for implementing the company’s long and short term plans, a CEO has his work cut out for him. With great power comes great responsibility, so when the company is in the red and heads have to roll, the members of the board almost always look at the CEO first. Then again, there are times when everything just seems to click, such as when a campaign’s results exceed expectations. Or when an ad goes so insanely viral you can’t measure it’s effect. More often than not, the CEO gets the applause even when he may not be the top creative mind and all he did was approve the budget. The point is, when things go well, nothing beats the feeling of being there at the top staring down at the mortals.  

Let’s take a look at the “Dumb Ways to Die” campaign by Metro Trains in Melbourne, Victoria, Australia, the most awarded and talked about campaign in recent years, and what other CEOs can learn from this campaign.

“Dumb Ways to Die” was a model of success on so many levels that it should be in advertising textbooks already.

The fact that it’s not for profit – it’s simply a public service announcement campaign by Metro Trains to promote rail safety – just makes it all the more remarkable. When the guys at McCann Melbourne, the ad agency that handled the campaign, got the memo, all they wanted was to engage an audience that really doesn’t want to hear any kind of safety message, specifically the young commuters. The result left the client awestruck as much as it did the ad agency.  

What did they do right?

If you ask McCann Melbourne, they didn’t really adopt an advertising model. Instead, they focused on content. Still, I have reason to believe the ad had the workings of a conventional advertising model that just happened to have superior content across the board. And don’t forget an engaged audience. Here’s how a traditional ad works:

  • Attention. The ad must be compelling enough to grab the target market’s attention.

Dumb Ways to Die

The first step for McCann Melbourne and Metro Trains was to produce and record a music video called “Dumb Ways to Die, which was the main shareable piece of content. It featured a cute song (easy to sing along with, nice rhyme and meter, simple rhythm) with funny cartoon characters dying in ridiculous ways. It ended with a reference to the main point: railway safety. “Dumb Ways to Die” really started from a truly engaging and a well thought-through piece of content.

  • Interest. Of course, it must be interesting.

dumb ways to die marketing

The way  McCann framed the content made the audience want to keep singing and finding out other ridiculous ways to die – not that they’re looking for ideas but because you didn’t want the song and the animation to end. For the record, there were more than 20 “dumb ways to die” in the song including “using drugs beyond their expiration date, using body parts as piranha bait, keeping a rattlesnake as a pet, and sell both kidneys on the net.”


  • Desire. The product must be beneficial enough to the target market that they would actually buy it.

dumb ways to die marketing

In this case, Metro Trains wasn’t selling anything. Still, they didn’t scrimp on the benefits of the message. They made sure the message was: if you listen to this ad, you will live. McCann Melbourne’s goal was to create a content good enough that people would actually part with their money to have it. When the song came out and it was released in iTunes, people actually bought it. In less than two months, it generated estimated sales of $60 million.

Related: Captain America: Civil War & Marketing Competition are Similar than You Thought


  • Action. There has to be a clear and convincing call to action.

dumb ways to die marketing

Of course. The main message was, “Do not do dumb things around trains”. Do not get killed by a train. Do not stand on the edge of a train platform. Do not run across the rails/tracks. There are so many dumb ways to die, but the dumbest of them all is if you are killed by a train. Why? Trains travel in a (mostly) straight line and you know when it’s coming and if you still get killed by a train, you are really dumb.  

Aside from these four basic principles, there are other takeaways from the campaign that CEOs can learn from.

Related: Why BREXIT Could Hurt the US Economy


  • Make people “own” the material

McCann did this by just letting the content out, and when it had a huge following, they just allowed the public people to make their own versions and spoofs of the original material. While the music video was already viral, the effect of the public “owning” it was exponential. Soon, they had to release a smartphone game, a children’s book, and launch a dedicated website.


  • Think “Glocal”

dumb ways to die marketing

It was only supposed to be for Melbourne only, but considering the small population, the agency thought it wouldn’t be successful, or if it would, it wouldn’t be soon enough. So what they did in the video was, they featured animals that don’t live in Australia – Grizzly bear, piranha, moose. They thought if the ad was to be successful in locally, it had to be popular in other English-speaking markets first. Even the tone of the voice of the local singer was carefully chosen to have the right vibe.

In the end, the campaign was a success because it had the right mix of great content, an engaged audience, and a sprinkling of good timing. And of course, nobody really wanted to die in the dumbest way possible.



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What have you missed:  SOCIAL INFLUENCERS: The Powers-That-Be


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How to Upsell Telecom Products Using Multi-Channel Marketing

How to Upsell Telecom Products Using Multi Channel Marketing

The word “upsell” may be one of the most polarizing marketing jargons there is, depending on which side of the spectrum you are on. If you’re the seller, it spells easy profit. If you’re the buyer, it smells fishy.

But no, it’s not as black-or-white as that. Upselling can be practiced in a way that would be mutually beneficial to both camps. But first, let’s define it.

Upselling is simply getting your customer to make a higher cost purchase than he or she originally planned. Upselling, though, should not be confused with “cross-selling.”

According to Len Markidan of Groove,

Upselling is a strategy to sell a more expensive version of a product that the customer already has (or is buying), or to add extra features or add-ons to that product. An example, he says, is if he’s buying a 27” TV and the salesperson offers him a 32” TV or an extended warranty, then that’s an upsell.

Cross-selling, meanwhile, is a strategy to sell products that are different — but possibly related — to the product the customer already has (or is buying). If a customer is buying a TV and the salesperson offers him an Xbox360 or a Playstation, that’s a cross-sell.

Image source:

Image source:

But why is Upselling important?

Of course, it is important because it’s easy money. But other than that, when used properly, upselling can actually bring you closer to your customers and create additional product awareness. Upsells are usually small purchases that the buyer doesn’t have to put a lot of thought into. The bonus is they can be extremely profitable for you as the salesperson and for your company.

Consider this example by Jeff Mowatt of Customer Service Articles.

A customer buys a car with monthly payments of $395.   With that size of investment, there’s very little resistance to adding $2 to the monthly payments for upholstery protection. For you, however, that additional sale is significant, as over 48 months it adds up to a $98 sale, with a huge profit margin.

Some would say that a $98 sale on a $25,000 vehicle is only a minimal increase in the overall sale.  Why waste your time? But, if it only takes 30 seconds to make that extra $98 sale, then you’re making more money for the company than with any other activity you do. If your salary is $20 per hour, then doing the math, the 30 seconds you take to upsell costs the company about 17 cents. If it only costs the company 17 cents to make $98! That’s a huge return on investment. And guess what? If the customer ever uses the “upholstery protection”, he’ll thank you for offering the service. Good for the company, right?

So the fact that that $98-add-on is attached to a $25,000 sale is completely irrelevant. Clearly, upselling is one of the highest and best uses of your time. 

How to upsell

In a multi-channel platform, you have to take advantage of all opportunities, be it through voice, email, social media, or mobile.

  • Make the Upsell AFTER the original purchase

Wait until your customer has decided to purchase, then offer additional products. If you try to upsell an item before you close on the original item, you may scare off your customer. For some customers, trying to hard or doing a hard sell is a complete turnoff. In this case, wait until the purchase has been made and take advantage of your multi-channel platform to upsell. The customer bought a laptop and you’ve thrown in a lappy bag, a protective case, and a nice laser-mouse already? Call a week after to check how the customer is enjoying his new laptop and offer a 2-TB portable hard drive. I’m sure his memory’s bleeding from all those movies already.  Read this Statistical Proofs Show That You Should Invest In Multi-Channel Marketing

  • Make the upsell relevant to the customer’s original purchase.

A classic example is this very familiar line at the most popular fast food chain in the world, McDonald’s: “Do you want fries with that?” Fries go perfectly with burgers. But sometimes, the person at the point-of-sale counter doesn’t stop there. “Would you like (a) large (serving) fries?” “How about a 20-ounce Coke to go with that?” Their upsell is relevant to your original purchase.

Mcdonald's Upselling

Whether you’re selling burgers or phones, the rule is constant. When you’re selling phones using a multi-channel platform, one way to upsell is to offer the same product but with bigger RAM capacity. Via voice, you can pitch the product you’re offering. To make the prospect better understand the benefits of a bigger RAM, send an email complete with the product’s specifications including the advantages of a bigger RAM. On social media, you can site positive user reviews. Then follow up on mobile.   

Related: Callbox Multi-Channel Marketing Program and Marketing Automation Platform: Partnering for 33% Sales Increase in Sydney IP Services

  • Make your upsell discounted.

Customers can smell an upsell. From afar. And they are going to look at the upsell from one main perspective: it’s an additional expense. If your upsell is too expensive, they won’t bite. If, however, it’s a discounted upsell, they’re likely to part with their hard-earned cash.

As per Neil Patel of Quicksprout:

Here’s a rule of thumb: The upsell should be half the cost of the original purchase (or less). The customer is trying to rationalize the price. They’ll think, “Well, I’m already buying this, which costs $100. I might as well buy this, too. What’s another $50 anyway?”

Remember that 2-TB portable hard drive? Call your customer and tell him it’s originally priced at $150, but he can have it for $99 because he bought a laptop a week ago. Isn’t it amazing?  

Another kernel of wisdom from Neil:

If you want to make a higher upsell, be sure to break it down into a payment plan — e.g., only $33/month for three months — to create the illusion of a lower price.

Related: How Helpful is Multi-Channel Marketing in Generating Leads for You?

  • Sell something that solves a problem. (Think of customer needs first)

Here’s the interesting thing about most purchases. Even though they are intended to solve a problem, they also introduce additional problems. It’s a marketer’s paradise.

Case in point:

* You buy a phone. You don’t want scratches on it. You want a protective case.

* You buy a software. You need to learn it. You buy training.

* You buy a car. You want drive like a maniac. You get the most expensive insurance.

Neil Patel, via Forbes, advises: Think carefully about the product you sell, and try to understand the new challenges or problems that it introduces. Then, upsell the customer on the solution to that new problem. If nothing comes to mind, you can always introduce similar items. For example, Amazon offers customers a whole series of upsells and cross-sells.

* “Frequently Bought Together”

* “Customers Who Bought This Item Also Bought”

* “Sponsored Products Related to This Item”

* “Compare to Similar Items”

* “Special Offers and Product Promotions”

My take: Sell peace of mind to protect the customer’s investment. It’s a bestseller.



Upselling, at first glance, may seem more beneficial to the seller than the buyer. But the great thing about upsells is not higher profit margins. It’s genuinely giving the buyer a fair value of what he or she deserves. And through a fair upsell, you also retain the customer longer. A customer who stays longer, buys more. The more he buys, the more opportunities for an upsell, so… you get the picture.



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How to Keep Your WordPress Database on Top Shape with Remote DBA Services

How to Keep Your WordPress Database on Top Shape with Remote DBA Services

If you are in business then you appreciate the invaluable place of data for your success. In fact business entrepreneurship experts call it the most important asset for any successful company. A study by the U.S Small Business Administration (SBA) shows the modern business environment is dictated by how well your business manages its data especially online.

In fact the findings showed that 89% of surveyed businesses which had recorded improved sales over the last two years had hired database management services. The bottom tier in the survey had not optimized data on their WordPress sites which led to loss of business.

With so much emphasis on database administration for your website you need to get some insight on the whole concept. This will help you in creating a long-term strategy that will help you optimize data on your WordPress site thus improve you ROI.

Why WordPress?

If your business doesn’t already have a website then you are losing out terribly. For starters the International Telecommunications Union (ITU) says there are over 3.92 billion internet users. Without leveraging on these numbers you are losing out on a chance to target a global market. If your business is not online then you are non-existent because over 80% first go online before making a purchase according to eMarketer research.

Well, which type of website do you go for? WordPress is the obvious content management system (CMS) that is simply unrivalled.  There are myriad benefits of using this CMS including:

  • Ease of use because no specialized skills are needed. There is no HTML editing and FTP software required for your website to run.
  • Versatility because it is browser based meaning you can access your site from any computer.
  • Search engine optimization (SEO) as search engines love this CMS. Its code is simple and clean and optimizing it for search engines is easy. It is easy to optimize for specific keywords.
  • Blogging capabilities and even setting up of RSS feeds and email subscriptions requires a simple set-up.

In essence, you have control of your WordPress site and extending functionality is easy with plug-ins. In essence, users love this website and big brands from CNN to Times Magazine use the same CMS. In fact the top pages on Google are WordPress again highlighting the potential for your company.

Database Administration for WordPress

WordPress uses PHP to manage your data. All materials on your site from comments to posts are available on the database. Storing and retrieval of this information can be done any time on the MySQL database management system. This is where things get tricky especially if you are a busy entrepreneur. From the initial set-up you need to create a database name, password and user name.

Related: Cost Efficient SEO Marketing? Is That Even Possible?

From installation everything should ideally run seamlessly. However, in the world of technology there are always glitches. What’s more your website is busy and you have much more on your hands. A simple error which you haven’t foreseen can lose your business a lot of money.

The first option that would come to mind would be using open source management system such as phpMyAdmin but there us a catch; you need to learn PHP and MySQL and these are technical areas which will no doubt consume a lot of your time and money.

Related: Where to Dominate Aside Google (Search Engines in Asia)

This is where remote DBA services come in handy. These are experienced experts who will handle everything in relation to your database. Getting insight on how these professionals work is essential and you need to click here to know more about remote DBA services. Some of the areas they work on include:

  • Performance tuning: This is a major driver in ensuring a functional website. If your page is slow there are myriad technical problems that could be hampering the database. These experts handle this through non-invasive database management techniques.
  • Problem solving: In case there is an outage DBA experts will have instituted techniques for alerts. In case a problem arises they are able to solve it before it slows down your WordPress site.
  • 24/7 database administration: As a website owner you need to appreciate the fact that you are online around the clock. It is not possible for you to control the database 24/7 but your remote DBA specialist has the resources and expertise to keep watch all this time.
  • Design: Your site’s design might be flawed right from the code and these experts will alert you about his. They will then go ahead to resolve the design flaw to optimize your site’s functionality.
  • Cost-savings: If you hire a remote DBA expert the cost will be lower than hiring an in-house specialist. They operate online and work on your site without the need for physical presence at your business.

As your business grows so does your data; without the right DBA services you risk losing business due to technical malfunctions that come with larger volumes of data over time. In this fast-paced business environment you need to make smart choices and none is better than hiring remote database services.


Author Bio:

Sujain Thomas is a data IT professional who works closely with DBA experts to provide her clients with fantastic services to solve their data problems. If you need data IT solutions, she is the person for the job. She enjoys writing on database administration services and other topics in the IT field.

Featured: The Confession of a Google Spammer

Featured: The Confession of a Google Spammer

Article by Jeff Deutsch, Ptengine’s VP of Marketing

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Building Tremendous Credibility and Make Clients Refer You

Building Tremendous Credibility and Make Clients Refer You

At first glance, it seems like a no-brainer.

“Easy. A blog in says “People make referral decisions about the same way they make purchasing decisions.” No-brainer, right? Wrong.

See, the whole process of purchasing something is more complex than it sounds. When you buy something, both logic and emotion play huge parts. Let’s say you’re buying a shirt. When you decide whether it is reasonably priced and it fits, you use logic. When you try to determine whether it will look good on you or anticipate what your friends will say, you use the emotion.

Problem is, you unknowingly do it in reverse order – you get hooked emotionally and back it up with logic. That’s what science says.

So, how does that draw a parallelism with referrals?

In order to have your business considered as someone worthy of a referral, you need to tap the logic and emotion formula – preferably in equal parts. In other words, people have to believe you can help, have a fair price, and will do as promised (logic), but, they must also feel good about helping you, trust that the person they referred to you will be treated well, and in general, like the experience of doing business with you (emotion.)

Now that we’re done with the science, let’s do the math.

According to Infusionsoft’s Small Business Market Research Sales and Marketing Report, 72 % of new business comes from referrals and word of mouth. In another study, Nielsen has found that 84 % of its respondents say that recommendations from people they know is the most trustworthy of all advertising.

  • Referral leads convert roughly 30% better than leads generated from other marketing channels. (Tony Nissen,R&G Technologies, 2013)
  • People trust friends and family more than virtually any other information source; they pay 2x more attention to recommendations from friends than other sources. (Mckinsey, 2010)

“So the question really is: How do we make clients refer us to others?


#1: Product Knowledge

Make sure your current clients know about all the products and services you offer and how you help so they can either refer within their company or to others they know. Too often, sellers assume their clients know more about them than they do. If you’re a consulting and advertising firm and a client uses only your consultants, for example, make sure they know how much you’ve helped fledgling companies take off with the help of your advertising team’s efforts. Cliché as it may be, a person cannot give what he does not have. Arm him with all the knowledge he needs about your products and services so that he can maximize it.

You might also like: Building a Solid Understanding on IT Industry Before Generating Leads

#2: Under promise and over deliver

Be it in relationships or in business, this nugget of wisdom never fails. The first time I heard someone say this, I thought it was the wisest piece of business advice I had heard in a long time. Now of course, I know that it is really a bit of a cliché, but one thing I also know is that clichés become clichés for a reason – they are usually true.

If you want clients or customers to refer business to you, then one of the best things you can do is offer folks, not only value, but extra value. Do more than people expect, do more than you are paid to do. If you give more than you get, you can bet that you won’t be in debt.

No wonder this always works, the psychology of FREE stuff in generating leads.

#3: Inspire confidence

It’s risky referring someone—what if it’s not successful? Some people fear if they refer a business and it doesn’t go well, it’ll hurt the relationship. You can inspire confidence in your referral sources by letting them know that, say, 80% (or whatever) of your business comes from repeat customers. Every engagement with a customer is an opportunity to impress them and build a relationship. It also provides a great opportunity to ask for a referral.

Think about it, after you complete some work for a client and they’re really happy with it, you’ve got them in a high emotional state. Provided you delivered a good level of service, they’ll be more open to recommending some other companies that might find your services valuable.

This beats just calling customers out of the blue and asking for referrals.

Next time you engage with a customer that you think might be a potential advocate, just ask them: Do you know any other companies that would find out services valuable?

You might also like: Business 101: Building Your Thought Leadership Level 2.0

#4: Offer a reward

For example, add a note or insert in all your invoices that you give out prizes for referrals. Maybe a gift certificate in a clothing store or maybe even a significant discount on their next transaction will do – anything but cash. The point here is, by focusing on adding value to your customers, they will be motivated to help you.

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Also, you can add value to your customers by offering extra training on new products, putting on a lunch for their staff, or even simple tokens. Each of these examples shows that you are investing in the relationship and you care.

This speaks volumes when it comes to asking for referrals and creating customer advocates. You go a long way to building trust and your customers will feel more comfortable referring others to you.

Callbox Referral Program

Speaking of which, our referral program for sales leads could be one great example. Check it out!





#5: Treat the vendors and suppliers like partners

In the same vein, treat your clients as partners, too. Make sure they’re aware of who and how you help. Let them know you view them as a strategic partner, and tell them you hope they’ll do the same with you. Create formal channels to share referrals.

A study by Wharton School of Business 83% of satisfied customers are willing to refer products and services. But only 29% actually do.

Why? Most are inclined to believe that that their relationship with you ends when the services they paid for have been delivered. Transactions have become so casual and impersonal that even if they are satisfied with the product, they won’t go the extra mile and refer you to others. But if they feel that they are being treated as partners and there actually is a semblance of a meaningful business relationship, convincing them to refer you to others won’t sound like you’re asking too much.

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#6: Give a referral

Yes, it’s one of the best ways to get one in return.

You deal with companies which have business objectives, too. You refer some to them, chances are, they’ll do the same to you.

Remember, most referrers are motivated to help you because you helped them, and don’t seek a lot of reward for themselves. Plus, keep their effort in perspective. All they do is make the connection, which takes a few minutes of their time, and you do the rest of the work, so it doesn’t need to be a big reward. The best reward would be a referral back to them, if appropriate for their line of work.


 Generating referrals is not rocket science. It takes a bit of work, but it should be cemented as a personal mindset into every opportunity that you have with your customer base. Asking for referrals must be second nature, like breathing.


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