  | August 9, 2012 | | CONNECT WITH SMARTBRIEF |  |  | |  | | - Strategy across departments is key to delivering results to customers
Becoming more focused on customers isn't a snap decision, argues consultant Adrian Davis; it requires buy-in, planning and execution from all departments, a holistic customer-relationship management strategy, and inspiration and oversight from the top down. "It's your leaders who best understand your business' culture and values, and whether or not they must be changed to accommodate the new customer-centric tactics," Davis writes. TanveerNaseer.com (8/7)       - Better at communication for better managers
Managers should provide negative feedback when appropriate to improve communication with employees, Suzanne Lucas writes. "No one likes hearing how they screwed up. But if you don't tell your employees what they are doing wrong, they can't fix it." They should also pay attention to what their employees have to say and identify clear goals, she writes. CBS MoneyWatch (8/8) | Sales Strategies |  | | |  | - Education is the key to creating more qualified salespeople
Selling used to be considered an unteachable skill, but today's sales organizations face a talent shortage that could be addressed with the help of educational programs, Suzanne Fogel, David Hoffmeister, Richard Rocco and Daniel P. Strunk write. "If your company would benefit from access to a larger pool of talented sales professionals -- and if your community would benefit from higher employment levels -- consider become an active business partner to a college sales program," they write. Harvard Business Review online/HBR Blog Network (8/8)  |  | 10 Principles for Building an Effective Human Capital Plan
The Human Capital Plan is an important tool that organizations use to drive focused actions that can ensure goal achievement and business success. It allows organizations to assess, plan for, and respond proactively to its human capital challenges and needs. Download the white paper to learn more. |
 | | | Daily Data Points | | | |  | - Why an increase in van sales might be good news for the economy
Van sales are up this year, which might be a positive economic indicator for businesses. "Van sales offer an insight into corporate economic sentiment, given their high penetration into small businesses and commercial fleets," according to analyst Kevin Tynan. However, pent-up demand also might be partly responsible for the increase. Bloomberg Businessweek (8/7) |  | Exclusive Offer Only for SmartBrief Readers!
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How can small-business owners effectively manage their cash flow while still providing excellent, on-time delivery to their customers? In this SmartBrief webcast, learn tips and best practices from a group of small-business experts. Register now for the live webcast on August 21st at 2pm EST. |
 | | | This Week's Sales Cartoon | | - Not much shining for frequent fliers with silver status
Airlines are stripping the perks for frequent fliers with silver status. Delta and United no longer allow passengers to check a second bag free. On Delta, silver status passengers used to be able to reserve an Economy Comfort coach seat for free; now they can do so but must pay a fee. On American Airlines, silver status passengers can get seats with extra legroom at the front of the coach cabin -- but they have to pay extra for it, too. The Wall Street Journal (8/8) | | | - Use divided attention of the second screen to unify CRM
The already ubiquitous use of smartphones and tablets as second screens during TV watching can be a lesson to marketers for customer-relationship management, Dan Roche writes. Make sure interaction is encouraged by clear links between content presented in any format. Incentivize interaction with exclusivity and discounts. And use the data collected as if it is a focus group delivering you valuable market research, Roche writes. MediaPost Communications/MarketingTools: CRM (8/8)
- Have you figured out Google+ yet?
SmartBrief on Sales is proud to share an exclusive chapter from best-selling author Guy Kawasaki's new book, "What the Plus! Google+ for the rest of us." In return for updating your SmartBrief profile, we will give you Chapter 2 of Kawasaki's book on Google+ -– "How To Get Started" -– absolutely free. Learn more here.  | A lot of people don't get subtle hints."
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