Customer Satisfaction vs CRM!

July 24th, 2019

According to a CEI Survey, 86% of buyers will pay more for a better customer experience.

 

 

Today’s post is written by Ivy Ray, Senior Procurement Specialist at SafeSourcing, Inc.

According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Increasing the percentage of consistently happy customers by 5% goes a long way in retaining customers. Many organizations utilize Customer Relationship Management (CRM) solutions to maintain customer communications.

There is a rise in the use of CRM solutions for a number of reasons. Initially, the CRM industry was primarily geared towards sales and public relations and offered a way to store customer information and track communication with customers. Currently, CRM solutions cover several areas of business, including customer relationship management, marketing, analytics, communication, and even project management. Some CRM systems even have built in chatbot and calling capabilities, so organizations can communicate with clients directly in the system.

Even small businesses can afford to invest in customer relationship management software, due to the increase of affordable SaaS solutions, which delivers functionality without the complication of a major software implementation project. Tiered pricing structures and lots of competition means small businesses have a variety of CRMs options that optimize the customer relationship management process.

From the dozens of CRM systems available, depending on what you would like to track and how your team works, you will find everything from expensive apps you run on your own servers to customizable web apps with dozens of plans and features, to the simple contacts apps. The main point is CRM should work for you, not the other way around. An over complicated and over customized CRM is just as bad as having no CRM at all. The most common features are:

  • Contact Management
  • Account Management
  • Order Management
  • Opportunity Management
  • Sales Process Automation
  • Campaign Management
  • Customer Segmentation
  • Call Center Automation
  • Service Automation
  • Task Management
  • Partner Management

In this automated environment, there are many ways an organization can communicate with their customer. While CRM solutions help to manage information and data, ultimately, nothing can replace “real” customer relationships. Knowing your customer is the best way to meet their needs and improve the customer experience.

For more information on how SafeSourcing can help your procurement efforts, or on our Risk

Free trial program, please contact a SafeSourcing Customer Service Representative. We have an entire team ready to assist you today.

We look forward to your comments.

References………………………………………………………………..

  1. https://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg/#66bcd5793557
  2. https://selecthub.com/customer-relationship-management/crm-features-functionality-list/

 

 

 

Procuring Your Proprietary Product- Part 5

July 23rd, 2019

How You CAN Take Your Proprietary Product Out To Market.

 

 

Today’s post is written by Heather Powell, Director of Major Accounts and Special Projects at SafeSourcing Inc.

Reminder of what proprietary foods are: those which are not standardized under regulations and may contain primary ingredients and some generic additives. For examples, energy drinks and custard powder which contain starch, dextrose, flavor and color. These foods can be made from milk or milk products, from carbohydrates, with or without a basis of milk, from meat, fish, or eggs, from vegetables, fruits, or nuts, and sometimes from fatty substances.1

So why would you expose your proprietary food item to potentially be copied or even the recipe stolen?

You will have the opportunity to grow your business, your bottom line, and depending on how hands on you are with your product will be added time. Some people have the opportunity to take out parts of their proprietary recipe to bid. What are the most expensive items you purchase to make your product? Are there items that have pricing tied to a market index? Do you just go to a wholesale club or foodservice provider for your ingredients?

Looking at your spend and looking at your savings opportunity may open the opportunities for you to engage suppliers in a bid. In many summer salads, mayonnaise is a key ingredient. Do you have a flavor profile preference? Do you prefer a specific brand? Did you know that you can take your specific requirement to bid? Many of the major manufactures of mayonnaise have participated in online request for quotes through SafeSourcing and our clients have received an average of 20% savings from their preferred brand or flavor profile of mayonnaise.

Determine your item(s) you want to take to market and the volume or quantities you will need, be prepared to have the discussion of a 1-year agreement with no price increases versus a 2- year agreement with an index escalator/de-escalator percentage added. You will also need to provide current pricing, purchase history, invoices, or past contracts to your e-procurement company. Where do you store your item(s)? How often is it shipped to your location? Is freight included or added to your pricing? All of these details will make sure your needs, wants, and expectations are met throughout the process.

In the final part, part six of this series, the author will provide the details of why it is important to test and sample the proprietary product before signing that final contract. Meanwhile, SafeSourcing can assist you in exploring your procurement solutions for your proprietary product on our “Risk Free” trial program for RFPs and RFQs, please contact a SafeSourcing Customer Service Representative.  We have an entire customer services team waiting to assist you today.

We look forward to your comments.

References:

  1. www.quora.com/What-is-proprietary-food

Baseball Season and eProcurement Part 4

July 18th, 2019

Hitting a triple and enjoying the savings!

 

 

Today’s post is by Dave Wenig, Vice President of Sales and Services at SafeSourcing, Inc.

For those keeping score at home, this is the fourth installment in the Baseball Season and eProcurement series. In the previous posts in this series, we highlighted some examples of how SafeSourcing customers have achieved and enjoyed hitting singles and doubles in their online Request for Quote (RFQ) Events. A triple is an Event that creates savings between 15% and 19.99%.

In the past, we had reviewed a couple of different examples for each. In today’s post, we’ll focus in on one interesting example of a triple. In future installments of this series, we’ll focus on Home Runs and Grand Slams.

Today’s example is one that many might not think of when they consider eProcurement or reverse auctions. Often, when considering categories for eProcurement, many of our customers first look to indirect spend items with many focused on supplies. While those are great items and reducing the cost of copy paper and other suppliers is fantastic, there are many more opportunities that are often left out of consideration.

One great example of this type of overlooked item is prepared chicken salad. Because this is an item that will vary in style, taste, and quality from supplier to supplier, many of our customers would not consider sourcing their prepared chicken salad using SafeSourcing’s RFx tools to reduce costs. That said, one of our more experienced customers did just that with really incredible results. This customer, a retailer, had a very large annual spend in their chicken salad that they utilize in their foodservice offering. Their savings was an incredible triple that generated a triple with their current supplier and some alternatives. What that meant was that not only could they have gone elsewhere if the samples from the competitor were of the right perceived quality, they could also get that savings from their current supplier and not change a single thing other than the price they pay. That is exactly what any customer would want to happen in this scenario. This proves that even if the item can’t be defined as precisely as a ream of copy paper can, the process and the tools used by SafeSourcing will reduce your costs. This customer knows that’s true and has over $650K in savings to remind them.

By the way, after this particular Event, the incumbent supplier also called SafeSourcing to reduce their costs and they were successful in that as well. So far, that customer has hit a double and a home run.

There are many results like these and there are interesting stories including great savings dollars behind each. In the next entry in this series, things will get pretty exciting as we look at some examples of Home Runs.

Contact SafeSourcing, Inc. if you’re interested in learning more about how RFQ Events can help your company advance the bases and achieve savings.

 

 

HEY! Leadership Teams!

July 16th, 2019

I’ll bet your procurement team tells you they can source all of your products and services better than any e-procurement solutions provider?

 

Todays post is from Ron Southard CEO at SafeSourcing Inc.

Let’s also assume that you want to drive the greatest possible savings across the broadest range of categories in the shortest amount of time, like the next budget period; and want a sustainable process moving forward. Are you comfortable with your teams answer?

A number of issues you might consider are whether you have the requisite headcount, specifications, strategy, research skills as well as knowledge of new sources of supply to accomplish these lofty goals yourself.

Once you have settled on the fact that your existing team cannot achieve the above goal, the next question should be; what type of event services can an e-procurement solutions provider offer to help us if we can’t this ourselves?

By now, let’s assume you have come to the conclusion that there is no way possible for your team to do this alone. You now need to find a reputable eProcurement solutions provider. A quality e-procurement solutions provider should be able to ramp up to your task immediately. They should possess skills that are the foundation of their past success. These are very specific skills that enable them to run large volumes of e-procurement events in a full service mode with little guidance from you that have historically driven impressive savings on products and services over a long period of time. They should be able to provide reference to where they have done this in the past and how they were able to augment other company’s staff with little interference of their day to day work. Remember, knowledge transfer; passion, skill and required headcount to carry out these practices on a day by day basis are what drive results.

This process is provided by people behind the scenes with a very specific skill sets. If you really want to drive the greatest possible savings across the broadest range of categories in the shortest amount of time, like your next budget period. And, you already know that you cannot do this by yourself, reach out to a Safesourcing customer services account manager to see how quickly we can be of assistance.

We look forward to and appreciate your comments.

Honey

July 8th, 2019

Decrease Number of Honey Bees

 

Honey

Today’s post is by Gayl Southard, Administrative Consultant at SafeSourcing, Inc.

There has been a growing concern in the decrease number of honey bees due to pesticides killing them and parasites that get into the hives.

The global consumption of honey is due to exceed 2.8 million tons by 2024. This is largely driven by the growing consumer consumption preference of natural and healthy alternatives to artificial sweeteners. The health benefits of honey range from home remedies such as weight reduction, improved digestion, prebiotic support, acne cure, and a natural exfoliator. China is the largest producer and consumer of honey worldwide.

A few interesting bee facts:

  • Honey bees have pockets in their legs to store pollen called corbiculae. By the end of the day these filled pockets will result in a weight increase of 15%.
  • When it comes time for an older queen bee to be replaced, the worker bees know it and they build new queen cells in the hive. They load the new cells with healthy pupae and flood the cells with royal jelly. They “ball” the queen which means they cluster around her causing her body temperature to rise and she dies. There is only one queen bee per hive. If two are produced, they fight until there is only one survivor.
  • Bees are cold blooded. When the temperature drops below 50 degrees, they can’t fly. Honey bees do not sleep. They remain motionless at night to conserve energy for the next day.
  • The drones’ job is to mate with the queen; however not with the queen in their hive. They travel to other hives. After they mate, they die. They represent 15% of the hive. When temperatures drop in the fall, the drones are kicked out.
  • “Bearding” refers to a form of bees that hang out of the hive (or a cluster of bees) that allow the hive temperature to regulate when internal temperatures get too high.

We look forward to and appreciate your comments. For more information please contact a SafeSourcing Customer Services Representative.

References:

Dorothea Benton Frank, Queen Bee, pp 409-411

http://www.strategyr.com/MarketResearch/ViewinfoGraphNew, 7/3/2019

 

Sourcing Project Fingerprints

June 28th, 2019

In preparation for your next sourcing project, have you ever thought about what your sourcing fingerprints look like?

 

Today’s post is from our  SafeSourcing Archives

The day we are born we all get a set of identifying marks that make us unique; our fingerprints.  Not one us have the same set of fingerprints and so they have become one of the things that identify who we are to the rest of the world.

In much the same way our physical fingerprints identify us, how we approach and handle tasks in our everyday lives have characteristics similar to our fingerprints that identify us as the ones involved with those tasks; how we write; how we speak; how we lead; how we organize; how we communicate.  Each of us puts “fingerprints” on our work that identify us as being involved with a project.  Let’s look at a few areas to help you determine what fingerprints you are leaving behind.

Research – Every sourcing project begins with the research.  Research includes understanding what you are buying, how much you are buying, who you are currently buying that product from and who else sells that product that you could buy it from.  The diligence you show in digging up the documents, emails, contracts, potential new vendors leaves your fingerprint on a project a major way.

Tool use – Tools range from pencil & paper to Excel spreadsheets to fullblown eSourcing solutions that intelligently help you organize the procurement process.  Knowing what tools you have at your disposal and how to use them can mark a project with your involvement.  Also, knowing when the tools you have aren’t sufficient is equally important.

Organization – Knowing all of the details does no good unless the organization of a project is done well.  Great procurement professionals can assess a project; determine who needs to be involved; determine what each phase of the project should be and who should be brought in to assist with each step of the process.  Knowing what to expect and organizing appropriately can be the difference between a successful project and one that fails to meet expectations.

Communication – Communication is tightly connected with organization.  Without effective communication among all parties involved in the organized project, including what the expectations of each member are, many projects fail before they ever begin.

Desire – The wild card to the fingerprint you leave on a project is desire.  Desire can originate from many different sources but the goal is always the same; completing a successful project in the time it was expected to happen.  Among each of the five components mentioned here, desire will mark projects as yours and will many times be the difference-maker in a project being completed correctly and in a timely manner.  When you strongly care about a project being successful, the majority of the time it will be.

For more information on SafeSourcing or how you can leave better fingerprints on your sourcing projects, please contact a SafeSourcing Customer Service Representative.

We look forward to your comments.

What’s the beef (alternative)

June 25th, 2019

A meat analog looks and tastes like meat from an animal.

 

 

Today’s Post is by Eli Razov, Senior Account Manager at SafeSourcing Inc.

A meat analogue, also called a meat alternative, meat substitute, mock meat, faux meat, imitation meat, vegetarian meat, or vegan meat, approximates certain aesthetic qualities (e.g. texture, flavor, appearance) or chemical characteristics of specific types of meat. Generally, meat analogue means a food made from vegetarian ingredients, and sometimes without animal products such as dairy. Many analogues are soy-based (e.g. tofu, tempeh) or gluten-based, but now may also be pea protein-based. The market for meat analogues includes vegetarians, vegans, non-vegetarians seeking to reduce their meat consumption, and people following religious dietary laws.

A meat analogue looks and tastes like meat from an animal. These products use proteins from plants with fat, coloring and flavoring to replicate poultry, beef or seafood. In some cases these products are used as fillers in meat. There are many companies that manufacture and sell different meat analogue products from patties and ground to breakfast meats and sausages. With growing vegan and vegetarian diet trends more restaurants are beginning to offer meat analogue menu items. That being said more foodservice companies are beginning to explore and offer more product lines offering vegan and vegetarian options. Many of these products claim to taste exactly like their meat counterparts. These products can be found in almost every grocery store and are beginning to pop up in convenience store roller grills nationwide.

Here at SafeSourcing we have a growing database of meat analogue manufacturers and distributors. We work directly with these vendors to help our clients save on these products. With the growing popularity in meat analogue products there is a chance you could be seeing them on your shelves if you haven’t already. Contact SafeSourcing and let us help you save on your meat analogue costs today!

For more information on how SafeSourcing can assist you or on our “Risk Free” trial program, please contact SafeSourcing  we have an entire team waiting to assist you today.

References…………………………………………………………

Source- https://en.wikipedia.org/wiki/Meat_analogue

What is 5G?

June 21st, 2019

If you own a smart phone, then you probably have heard of 5G.

 

 

Today’s post is by Troy Lowe; Vice President of Development at SafeSourcing Inc.

If you own a smart phone, then you probably have heard of 5G. 5G is the fifth-generation of mobile communication networks technology. Currently most users are using 3G or 4G/LTE networks which were introduced over ten years ago. Like other generations of wireless technologies before it, 5G will offer faster speeds, more reliable cellular and internet connections. The data transfer speed is projected to be about twenty times faster than what is currently possible with 4G. This will mean a significant difference in sending and receiving videos and images. For example, downloading a high-definition movie that takes about ten minutes via 4G/LTE should take less than ten seconds to download. Along with the faster connectivity you will also have increased connectivity. This will allow for more devices to communicate at the same time and will decrease the amount of dropped signals that we now observe. There will also be shorter communication delays, called latency, that you currently see with the current networks. This lower latency is expected to help 5G deliver mobile networks that could allow us to implement new things such as multiplayer gaming, self-driving cars, and robots. These are things that the current networks struggle with or cannot handle at all. Of course using this new network will require you to upgrade your devices so that they can support 5G. Below are some of the capabilities that 5G will help to unlock:

  • Self-driving cars
  • More Reliable Drones
  • Enhanced Virtual Reality
  • Guaranteed Phone Connection
  • Remote Surgery
  • Home Broadband

If you are interested in upgrading any of your electronic devices, feel free to contact SafeSourcing. We can gather all the necessary information for you and help you decide which devices meet your needs. If you would like more information on how SafeSourcing can help you, please contact a SafeSourcing Customer Service representative.  We have an entire team ready to assist you today.

 

 

 

 

 

 

 

From Farmer to Sales Pioneer

June 19th, 2019

While recently reflecting on my time working at NCR Corporation

 

 

Today’s post is written by Ivy Ray, Senior Procurement Specialist at SafeSourcing Inc.

While recently reflecting on my time working at NCR Corporation, I wondered what happened to the historic machines that were previously housed in the Dayton, Ohio NCR Headquarters Product Center after the company headquarters was relocated to Georgia. People used to come from all over the world to tour the center. I was relieved to know that the products remain in Dayton and have been placed on display by the Dayton Historical Society at Carillon Park. The historical cash registers produced by NCR (formerly The National Cash Register Company) are not the only lasting impression of the company. Among his many accomplishments and contributions to the business world and to the community, NCR Corporation’s founder, John H. Patterson was a sales pioneer.

Known as the father of American salesmanship, John Patterson revolutionized the sales strategy as the owner of the National Cash Register Company from 1884 until his death in 1922. When Patterson first set out to market his early cash register to retailers, his sales force had the difficult job of selling a relatively expensive product that had no demand. The sales person had to explain to business owners how the machine would prevent internal theft and give an accurate account of the day’s receipts, in order to ensure accountability and preserve profits. One of Patterson’s many known quotes is “If the prospect understood the proposition, he would not have to be sold; he would come to buy.”

John Patterson was determined to overcome this obstacle and set out to develop the company’s sales force by creating an intricate system of management to monitor and train his salesmen. He developed the first sales training school and was the first to utilize massive direct mail solicitations. He held conventions and themed sales contests and created a method of sales management which included the calculation of quotas, commission rates, and territorial sales regions. Patterson initiated a sales script known as the NCR Primer which divided a sale into four steps: approach, proposition, demonstration, and close.

Patterson’s sales techniques had a major impact on the development of modern selling. So many prominent businessmen were trained and fired by Patterson that some business historians regarded experience at NCR as the rough equivalent of an MBA degree. After being fired by Patterson, Thomas Watson Sr. became the President of CTR which was later renamed IBM.

I was the Training Coordinator at the Sugar Camp location in Dayton, Ohio, the grounds of the first sales training school, which is located only a few blocks away from the current SafeSourcing office in Kettering, Ohio. John Patterson literally changed the landscape of Dayton, but he also changed the landscape of business as we know it today. He coined the phrase for his service division, “We cannot afford to have a single dissatisfied customer”.

For more information on how SafeSourcing can assist you in exploring your procurement solutions for your business or on our “Risk Free” trial program, please contact a SafeSourcing Customer Service Representative. We have an entire customer services team waiting to assist you today.

We look forward to your comments.

References…………………………………………………………………….

  1. https://en.wikipedia.org/wiki/NCR_Corporation
  2. https://www.daytondailynews.com/news/cash-registers-marry-artistry-and-commerce/2Wbn8qYmWcgeL0x5thGGrO/
  3. http://www.ohiohistorycentral.org/w/National_Cash_Register_Company
  4. https://en.wikipedia.org/wiki/John_Henry_Patterson_(NCR_owner)
  5. https://hbswk.hbs.edu/item/john-h-patterson-and-the-sales-strategy-of-the-national-cash-register-company-1884-to-1922

Procuring Your Proprietary Product- Part 4

June 18th, 2019

How You CAN Take Your Proprietary Product Out To Market

 

 

Today’s post is written by Heather Powell, Director of Major Accounts and Special Projects at SafeSourcing Inc.

So you have decided that you are going to take your BBQ Sauce out to market. You have vetted co-packers abilities to make your product and market it to your standards, BUT how do you ensure they keep your recipe secret and not market it for themselves?

A non-disclosure agreement (NDA) is a legal contract between two or more parties that signifies a confidential relationship exists between them. The confidential relationship exists because the parties share information among themselves that should not be made available to any other parties outside of those involved, such as competitors or the general public or. An NDA may also be referred to as a confidentiality agreement.”1

Confidentiality agreements typically serve three key functions:

  1. NDAs protect sensitive information. By signing an NDA, participants promise to not divulge or release information shared with them by the other people involved. If the information is leaked, the injured person can claim breach of contract.2
  2. In the case of new product or concept development, a confidentiality agreement can help the inventor keep patent rights. In many cases, public disclosure of a new invention can void patent rights. A properly drafted NDA can help the original creator hold onto the rights to a product or idea.2
  3. Confidentiality agreements and NDAs expressly outline what information is private and what’s fair game. In many cases, the agreement serves as a document that classifies exclusive and confidential information.2

Protect yourself and your proprietary product! When in doubt hire a lawyer to review your NDA and don’t just sign any co-packer’s “standard” NDA without reviewing with a lawyer. This ensures no matter what that your product remains under your control.

In part five of this series, the author will provide the steps for taking a proprietary product out to the procurement market. Meanwhile, SafeSourcing can assist you in exploring your procurement solutions for your proprietary product on our “Risk Free” trial program for RFPs and RFQs, please contact a SafeSourcing Customer Service Representative.  We have an entire customer services team waiting to assist you today

We look forward to your comments.

References:

  1. www.investopedia.com/terms/n/nda.asp 2. https://www.rocketlawyer.com/article/nda-101:-what-is-a-non-disclosure-agreement.rl