The GroupLink Approach: Collaborative Customer Engagement™

For all organizations that implement a customer-centric solution, the goal is the same: to enhance customer satisfaction by meeting performance goals and to improve the quality of customer interaction. More than ever, it is essential for a company to excel at each customer contact point, be it in the field with mobile sales and service agents, traditional face-to-face interaction at branches, stores or other brick-and-mortar locations, or in the call center by phone, fax and e-mail correspondence. The popular acceptance of the Web has further changed this landscape as customers and channel partners increasingly interact in a self-service environment.

Whether you know it or not, you already participate in some form of customer engagement. To do business, you must attract customers, maintain continuing relationships with them, and provide outstanding, ongoing service to keep them happy. E-business has made it possible to give more personalized customer service than ever before, and your customers know it! That's why they want access to your company 24 hours a day. They want to know when their orders were shipped. They want to know their account balances. They want salespeople and clerks and call-center reps that can answer their questions now, and they won't settle for anything else. They don't have to. Customers today have more options than ever before.

At GroupLink, we believe that a business’s interaction with its customers comes in three primary areas: Leads Generation, Sales Force Automation, and Customer Satisfaction.

1. GroupLink Leads Generation: Identify and Commit New Customers

Your potential customers are varied and require your individual attention. The marketing and sales strategies you implement need to be tailored to fit their individual needs. Effective business growth strategies will:

• Develop the right marketing campaigns
• Personalize offerings to the proper segments
• Enable you to follow through with individual leads
• Close the loop on the effectiveness of the sales process.

2. GroupLink Sales Force Automation: Optimizing Sales Team Efforts

Once an organization has cultivated a new customer, it must work hard to increase the value of that relationship over time. This requires that an organization that understands its customers enough to:

• Entice repeat business
• Recognize and employ cross-sell and up-sell opportunities.

As this process is continued, businesses need to be able to measure and track specific customer value over time.

3. GroupLink Customer Satisfaction: Invite Customer feedback, but manage through automation

Good customer support translates into customer retention. With a solid information infrastructure built on customer engagement data, companies are able to better understand the needs of their customers and make themselves easy to do business with. Smart self-service options give time back to customers, and encourage their continuing business with you. Customers who are pleased with their interaction with you, with the individual attention you give them, will return for additional products and services. The successful business cycle of growth, maintenance, and service begins again.

Collaborative Customer Engagement is an essential step for making your company flexible enough to do business in the global economy. If your competitors are taking that step, shouldn't you?

GroupLink’s solutions are comprehensive and feature sales force automation, leads and opportunities management, contact management, marketing campaign information, business reporting templates and tools, help desk/customer service tools, order and referral entry and status functions, and internal and external portal publishing capabilities, which quickly unify a company’s customer related applications and data into a whole customer view.