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Jacques de Villiers
I help companies improve their sales.
I help companies improve their sales.

Jacques's posts

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Authenticity may be a Grail Quest. But, I believe it is a worthwhile one. Too many people I know bandy the word around but are inauthentic themselves. As Shakespeare says, "The lady doth protest too much."

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You can still thrive even though you suffer from depression. Check out some of the folks who became successful in spite of being injured '

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My perspective on Call Centre Hub.

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Is mediocrity the new excellent?

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If you're a South African sales professional and sell to groups of people, you should seriously consider this workshop so that you can close more deals more consistently and hit your number.

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People ask me why I’m such a fan of CRM (customer relationship management).
Simple. A properly executed CRM strategy leads to repeat business. And, repeat business is more profitable than new business.
Selling to existing customers is easier and cheaper than trying to acquire new customers.
What helps me focus my mind and efforts on making sure my CRM is up to scratch is a concept called lifetime value.
I try and figure out how much each customer is worth to my organisation over his/her lifetime.
So, how do you calculate the lifetime value of your customer?
Find your top 20 customers in terms of yearly revenue
Find out how long on average they stay with your company
Take their yearly revenue and multiply it by how long they stay with your company
So, let’s say that your top 20 customer spends an average of R100 000 with your company over a year and they stay with your company for 10 years.
R100 000 x 10 = R1 000 000. That’s R20-million (20 customers) over 10 years.
That’s a chunk of change.
Besides knowing your number, why is it important to know the lifetime value of your customer?
In a word: ATTITUDE
Knowing the lifetime value of your customer changes one’s attitude:
All customers are not equal. So, most of us would treat a R1-million customer a lot better than we would treat a R100 000 customer. It’s human nature – our attention goes where the big money is. So, if we realise a customer is worth a lot more than we thought, our attitude shifts
We start paying attention to our customers and listen to their needs
We start treating them better (like gold)
We service them better
This is where a great CRM philosophy, strategy and action plan comes into its own.
Because we know what the company is worth we really work on building great, long-term relationships.
Take a leaf out of Internet clothing company Zappos’s book when they say that they are a customer service company that happens to sell shoes.
Make customer service and nurturing relationships a total philosophy and not just an footnote in your marketing plan and you will see an increase in long-term customers, repeat business and of course, profits.

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Should we really be spending so much time on trying to find the right keywords and wasting time on SEO? There's a strong case for not doing this. The premise of the article, The Problem With Keywords is that perhaps we should be writing for our clients/prospects and not for Google rankings. And, we should be writing the articles ourselves and not farming them out to some SEO sweatshop who is disconnected from our authentic voice. 
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