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For a small team, five to seven ticket categories is usually plenty. Each one names the type of request and nothing else. Every ticket gets exactly one, and it’s set the first time someone triages the ticket. Say your help desk shows fifty open tickets and nobody can tell you how many are bugs, billing […]
A customer journey map for a small B2B firm is one page. It shows every contact a client has with you, from the first call to the renewal, with a named owner beside each step. Most owners can tell you exactly how deals get won. What happens after the contract is signed? That’s hazier. The […]
In a small team, your sales playbook should first cover these things: who you sell to, how a deal moves from first contact to close, which questions qualify a lead, and how to answer the objections you hear most. Everything else can wait. You probably know the usual problem already. Two to eight reps, each […]
Key account management means picking the few clients your business really depends on and giving each one a named owner, a written plan and a regular review. That way they stop sitting in the same queue as everyone else. And plenty of small B2B firms have exactly this problem: a handful of clients bring in […]
The Cyber Resilience Act reporting rules put new duties on manufacturers. Not on the small companies that buy their products. But they do hand you, the buyer, a solid excuse to ask every vendor one thing: how will news of a flaw and its fix actually reach us? What follows is the customer’s side of […]
Run a CRM pilot with one team on real deals before rolling out to everyone. The gap between those two things is where most CRM budgets quietly disappear, and the usual culprit is scale: you roll out to everyone at once, on a schedule set by the contract rather than by how your sales team […]
Use a custom field for data every record has and you report on, and a tag for loose, occasional labels; mixing them up is how a CRM ends up with reports nobody trusts. The tooling is rarely the problem. It’s one question nobody answered up front: when does a piece of information deserve a structured […]
A reliable CRM data export means you can pull out every record, the links between records and the full history, in a form another system can actually read. Check this before you sign. Not on the day you want to leave. If you run a cloud CRM that might stop fitting at some point (price […]
Field reps use a mobile CRM when it lets them look up a customer before a visit and log the next step in under a minute; everything else gets skipped. The rest keep notes in their heads until Sunday evening, when they sit down and reconstruct a week of visits from memory. What lands in […]
A polite, scheduled overdue invoice follow-up gets you paid faster than ad hoc chasing. It also protects the relationship, because the client knows what to expect at every step. Most small B2B firms are fine at sending invoices on time. Chasing them? Different story. It runs on mood and memory, and the fear of sounding […]