GROW RETAIN - KMB Telemarketing...RETAIN 1476 face to face appointments generated in 2018* * KMB...
Transcript of GROW RETAIN - KMB Telemarketing...RETAIN 1476 face to face appointments generated in 2018* * KMB...
CONNECT WIN
GROW RETAIN
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
28,016 decision maker conversations in 2018* * KMB had across all campaigns
Our key objective is to CONNECT you to your future clients.
With billions spent on advertising campaigns to showcase your brand why wouldn’t you ensure
that you are connecting with them on a one to one basis? Traditional advertising is not the same as
engaging with your prospects but using B2B Telemarketing gives them a voice and shows that your
brand cares about their business needs, even if they are not quite ready to make that purchase, their
opinion/connection is still important to you!
CONNECT
B2B Telemarketing is not as unpopular as you might think . . .
On a survey of 200 managers, they said calls at home were the most annoying marketing (35%), but calls at work were one of the least annoying with just 4%. Why the difference? Most managers accept its part of their job to talk with new suppliers. Indeed, some have a KPI on the number of new suppliers they meet – it’s a valid way for them to ensure the company is getting the best deal.
On a survey of 200 managers, they said calls at work were one of the least annoying with just 4%.
* Statistics from ‘Telemarketing kills kittens’ book, buy it now on amazon, Copyright 2018 Graham Smith.
0
5
10
15
20
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30
35
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35%
4%
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16%
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Most annoying form of marketing
Source: Smith & Harwood, 2012 n = 200
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
7496 Opportunities generated in 2018** Across all campaigns
WINIn 2018 we had 28,016 decision maker conversations. Our 40 strong team generated 7496
Opportunities. This enabled 1476 Face to Face appointments. On an average campaign our
dedicated agents make 135 dials, we speak to 10 - 15 decision makers a day.
We’ve opened the door to all these prospect now it’s over to you . . .
Research suggests that 20% of leads are followed up by in-house sales teams, and 70% of them are later disqualified as bad leads due to lack of budget or timescale. Yet 80% of these bad leads go on to buy within the following 24 months – perhaps from your competitors – this is often referred to as the ‘Sales Gap’.
Let us CONNECT with these business’s and nurture the leads for you. Most decision makers don’t buy immediately . . . but they do buy.
The results show that 11% purchased within three months of enquiring, 17% bought within four to six months and 25% purchased within seven to twelve months . . . we can nurture for you!
* Statistics from ‘Telemarketing kills kittens’ book, buy it now on amazon, Copyright 2018 Graham Smith.
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
30%of leads stillactive after6-12 mnths
Up to
80%of leads notfollowed-up
Lead
Recycling
70%of ‘followed-up’
leads aredumped
Lead Nurtur
e
80%of ‘bad’ leadsbuy within 24
months
Suspect Prospect Lead Opportunity SaleSa
les
Gap
89%New Purchase
with HI
GROW
70% of B2B sales involve human interaction.*
* Statistics from ‘Telemarketing kills kittens’ book, buy it now on
amazon, Copyright 2018 Graham Smith.
Human Interaction (HI) is not as expensive as some other marketing tools, such as sending an email
blast. To ensure maximum ROI you have to use it wisely.
Our experienced outsource strategy manager and account managers work with you to not only
provide essential feedback to help you GROW your product range and brand awareness but also
help nurture and grow a strong sales pipeline. We could show you how we have helped businesses
grow but our client case studies do that for us, visit our website to kmb.org.uk
Human Interactions Statistics (HI)
£68kAverage Order
Value with H.I
£1kAverage Order
Value without H.I
Repeat Purchase
with HI
58%
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
RETAIN
1476 face to face appointments generated in 2018** KMB created across all campaigns
It is well known that it costs far more to win a new customer than to retain one.Retention isn’t just about your clients – it’s about your front line people as well!
One study found that happy employees are up to 20% more productive than unhappy employees.
When it comes to salespeople, happiness has an even greater impact, raising sales by 37%. But the
benefits don’t end there.
Happy employees are also good news for organisations: The stock prices of Fortune’s ‘100 Best
Companies to Work for’ rose 14% per year from 1998 to 2005, while companies not on the list only
reported a 6% increase.*
*Forbes
For more information on how to keep your frontline staff HAPPY call our team now on 01527 518373
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
Who are vulnerable consumers and how can you recognise their needs?At some point, most companies will have telephone conversations with people who find it difficult to make an informed decision about the choices offered to them. These choices can include anything from changing a utility supplier to making a charitable donation.
Your business may need to communicate with:• Consumers who have a diagnosed condition like dementia; or perhaps an undiagnosed or temporary mental health condition such as severe anxiety.• Consumers with learning difficulties or literacy issues. • Consumers those who have problems understanding the language.
These are YOUR customers!Some organisations have little understanding of how to identify the signs of a vulnerability - or how best to handle such situations with care and respect. Staff may not always be equipped to deal with the situation and there is often no policy for addressing any problems that may arise. This means that despite their best intentions, organisations may not give consistent quality service.
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
The Vulnerable Masterclass will not only help your staff to achieve their goals but it will also equip them with the practical ways in which to deal with vulnerable consumers.
Contact Jacqui Crawley, Managing Director to discuss the Masterclasses in more detail on 01527 518373
KMB CultureWe have 40+ telemarketers all working hard for you! We have a great dynamic, having worked together for years
. . . well actually KMB has been in business for nearly 30 years and our average staff retention is 8 years, which is
unheard of in the telemarketing industry. Some of the team have been with us for over 20 years.
The OwnersKMB Ltd has 2 shareholders Jacqui Crawley Managing Director and Lisa Chambers Operations Director.
Jacqui has been with the business for 10 years and Lisa for 19 years. Jacqui, is Co-Chair of the Direct Marketing
Association Vulnerable Taskforce based in London. KMB has been a member of the Direct Marketing Association
for over 12 years and is committed to operating Best Practice and Compliance. Any data provided by you or
purchased on your behalf, remains the sole property of your business. Rigorous data protection and non-disclosure
policies are in place to protect your data. Jacqui was also instrumental in the writing of the DMA’s ‘White Paper:
Guidelines for call centres dealing with vulnerable consumers’. Lisa is a qualified PTLLS trainer and a member of
the DMA Contact Centre Council.
In association with . . .
( 01527 518373 | www.kmb.org.uk | * [email protected] House | Secure Hold Business Centre | Studley Road | Redditch | Worcestershire | B98 7LG | © 2019 KMB
We understand that outsourcing any aspect of your business is a major decision. KMB
do everything to ensure that the handover is professional, structured and that the client is
kept informed at all stages of the process. We have a reliable, knowledgeable, ‘safe pair
of hands’ approach and our key objective is to CONNECT businesses, give our clients
the opportunities to WIN new business, ensure our clients GROW through a robust
sales and marketing strategy and help our clients RETAIN these new relationships.