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Referrer and Intermediary Management – Silos, Targets and Culture

Red Star Kim

Overcoming silos and internal communication for cross-selling A key barrier to cross-selling and internal referrals was that firms were structured into silos. Here are the highlights on Referrer and Intermediary Management – Silos, Targets and Culture.

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Telephone skills: Anxiety, voice, etiquette and the client experience

Red Star Kim

All communications were disrupted during lockdown – the telephone once again became a valuable means of communications in the absence of face-to-face meetings. For less experienced people, the telephone is a medium where – as it is a truly interactive mode of communication – there was little control and more uncertainty.

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Telephone call challenges: Emotions, data, selling and follow up

Red Star Kim

Some were fortunate to receive full details from the firm’s CRM supported by analytics showing digital activity and enquiry details. Others had little more than a name and telephone number. Where information was sparse it limited the amount of preparation that could be done.

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Telephone skills for lawyers and accountants – Confidentiality, client experience, accents and gatekeepers

Red Star Kim

Telephone Confidentiality Some forms of communication are known to be confidential – for example: email (assuming good cybersecurity) and WhatsApp (encryption). An introduction to emotional intelligence (EQ) and empathy (Video) (kimtasso.com) Two thirds felt their personality was mostly dog and a third mostly cat.

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Referrer Management – Capacity and Capability

Red Star Kim

Most commented on the data challenges of referrer management – although accountants using PracticePortal were happy with their CRM. Sharing some CRM horror stories felt like much-needed therapy. amongst us. This extended to complaints of kids’ school emails and homework app overload. Sharing is caring?

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Selling challenges in professional services: Sales processes and skills

Red Star Kim

Data – CRM (Client Relationship Management) and CDP (Client Data Platforms) are often lacking. Digital environment – Where people buy people, the challenge of forging strong personal relationships becomes more acute when most communications are managed through digital channels.

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Are Sales People Investing in AI? [New Data]

Hubspot Sales

While AI can help automate specific tasks and provide insights — it can't replicate personal interaction, empathy, and emotional intelligence needed for developing trust with clients. Sales professionals know the importance of building relationships with their customers. Companies Investing in AI HubSpot: ChatSpot.ai