How not to become a commodity

A recent survey from Bain & Company asked 1200 global executives about their attitudes towards top management tools and trends. A key takeaway was:

"Nearly 6 in 10 executives are concerned that their products and services are viewed as commodities, i.e., that their value is easily replaceable by cheaper competitors."

We see everyday that customers are choosing us as an alternative to the "big dogs of CRM". The larger tools out there have become commodities and that is a selling point for us. At PipelineDeals.com we work to make sure we don't become a commodity. Here are a few things we do to make sure we continue to provide value to our customers:

1. Pick up the Phone - Sounds basic and it is. Our customers enjoy hearing a voice on the other end of the phone. Often times that voice is one of the owners and we find that customers enjoy talking to the people calling the shots. Who wouldn't?

2. Listen -  We do our best to try to listen to customer's needs.  We can't always implement everything a customer wants or we would have a feature bloated product and lose our simple approach to CRM.  We believe in the long run the best strategy is to be willing to change based on customers needs. Many company executives are just waiting to talk as opposed to truly listening.

3. Respond - It is stunning how many people are frustrated by lack of attention. A key differentiator for us is to respond to customer or new business inquiries in a timely and friendly manner. Again, basic and simple but often the simplest things are hardest to do.

4.  Keep Evolving - Like with most things in life our application is never "done". Our application is always improving and refining. New technology, new solutions and simpler solutions are constantly coming out. Our team looks at these new developments, ask our customers what they need the most and then we get to work.

When companies get big, they become commodities because they can't afford to do otherwise. How can some of the large CRM players such as SugarCRM or Salesforce.com\u003c/a\> achieve economies of scale without becoming a commodity? The 4 things listed above become very hard to do affordably the larger a company becomes. While the allure of growing huge is interesting what is more fundamental to us is to keep our edge, winning new business and keeping our customers.\n\u003cbr clear\u003d\"all\"\>",1] ); D(["mb","\u003cspan class\u003dsg\>\u003cbr\>-- \u003cbr\>JP Werlin, Partner\u003cbr\>Downtown Ecommerce Partners\u003cbr\>\u003ca href\u003d\"http://www.DowntownEcommerce.com\" target\u003d\"_blank\" onclick\u003d\"return top.js.OpenExtLink(window,event,this)\"\>www.DowntownEcommerce.com\u003c/a\>\u003cbr\>e: \u003ca href\u003d\"mailto:jp@downtownecommerce.com\" target\u003d\"_blank\" onclick\u003d\"return top.js.OpenExtLink(window,event,this)\"\>jp@downtownecommerce.com\n\u003c/a\>\u003cbr\>p: (610) 745-6714\u003cbr\>\u003cbr\>Ecommerce Strategy | Online Marketing Agency | PipelineDeals.com | \u003ca href\u003d\"http://Bargainbetty.com\" target\u003d\"_blank\" onclick\u003d\"return top.js.OpenExtLink(window,event,this)\"\>Bargainbetty.com\u003c/a\>\n\u003c/span\>",0] ); D(["ce"]); //-->Salesforce.com achieve economies of scale without becoming a commodity? The 4 things listed above become very hard to do affordably the larger a company becomes. While the allure of growing huge is interesting what is more fundamental to us is to keep our edge, winning new business and keeping our customers.

A recent survey from Bain &
Company asked 1200 global executives about their attitudes towards top
management tools and trends. A key takeaway was:

"Nearly 6 in 10 executives are concerned that their products and services are viewed as commodities,
i.e., that their value is easily replaceable by cheaper competitors."

We
see everyday that customers are choosing us as an alternative to the
"big dogs of CRM". The larger tools out there have become commodities
and that is a selling point for us. At PipelineDeals.com we work to
make sure we don’t become a commodity. Here are a few things we do to
make sure we continue to provide value to our customers:

1.
Pick up the Phone – Sounds basic and it is. Our customers enjoy hearing
a voice on the other end of the phone. Often times that voice is one of
the owners and we find that customers enjoy talking to the people
calling the shots. Who wouldn’t?

2. Listen –  We do our best to try to listen to customer’s needs.  We can’t always implement everything a customer wants or we would have a feature bloated product and lose our simple approach to CRM.  We believe in the long run the best
strategy is to be willing to change based on customers needs. Many
company executives are just waiting to talk as opposed to truly
listening.

3. Respond – It is stunning how many people are frustrated by
lack of attention. A key differentiator for us is to respond to
customer or new business inquiries in a timely and friendly manner.
Again, basic and simple but often the simplest things are hardest to
do.

4.  Keep Evolving – Like with most things in life our
application is never "done". Our application is always improving and
refining. New technology, new solutions and simpler solutions are
constantly coming out. Our team looks at these new developments, ask
our customers what they need the most and then we get to work.

When companies get big, they become commodities because they can’t afford to do otherwise. How can some of the large CRM players such as SugarCRM or Salesforce.com
achieve economies of scale without becoming a commodity? The 4 things
listed above become very hard to do affordably the larger a company
becomes. While the allure of growing huge is interesting what is more
fundamental to us is to keep our edge, winning new business and keeping
our customers.

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