DSC Tech Library
Telemarketing Related Information
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The following is an article relating to the telemarketing industry including products and services in our business areas.
Removing the mystery from marketing
By Rob Weinberg
Appearances often are deceiving
An intelligently structured marketing
program tells you what to do and what the other guy is doing. And I'm
not just saying this stuff to get you to buy the book! By this point,
you should already own it. Still, I sense you're not convinced you need
to market your business. Well, I could be wrong. It's not likely, when
you consider how prevalent marketing is in our society, but I suppose
anything is possible.
So pretend that I'm from Missouri (I'm
not, though I did stop at the St. Louis airport once on a trip from
Hartford to LA. The food on the flight was terrible, and the lavatory
didn't work. I have a feeling this is probably a discussion best left
for the section on customer service, though).
Here's an interesting challenge
I challenge you to show me three
successful businesses that haven't marketed themselves. Perhaps they
know the secret I've spent the past 20 years looking for. If you can
show me three companies that fit this criterion, I will happily refund
every penny you've paid for this volume, and never write another word
about companies marketing themselves ever again. This, in itself, would
be considered by many of my peers to be a huge public service.
My prediction? You can't even find one
company like I've described - let alone three. Though marketing has
gotten carried away in some corners of the world, it's my fervent belief
that you can't be successful in today's marketplace without it.
Kiss me, you fool
There is a well-known philosophy in the
marketing community called KISS - Keep It Simple, Stupid. It's a
variation of the 13th century's Occam's Razor, which states "Entia
non sunt multiplicanda praeter necessitatem". This philosophy acts
as a gentle prod every time you start letting a program get too complex.
And they all do at some point.
To keep your marketing approach simple,
answer these five questions:
- What's your objective?
- Who's your audience?
- What's your budget?
- What's your time frame?
- What makes you unique?
Real tough stuff, right? Let's take
them one at a time.
What's your objective?
This is the first question I ask
prospective clients when they want to do a marketing program. What is
your goal, and what are you selling? Without a known objective, you're
wasting everyone's time. With a quantifiable objective, everything will
fall into place for you quickly.
Here's a fast story for you. The mayor
of a small Massachusetts town was organizing an effort to market his
community, and asked me to sit in on the initial meeting. One of the
city councilors also attended the meeting, and expressed a desire for a
brochure to market the city. I asked him to explain his objective.
His blank look told me he didn't
understand the question, so I continued: "Are you trying to bring
in new businesses? Do you want to lure tourists? Or are you seeking
residents for the community who will work elsewhere?" The man put
on his best "Don't you know who I am" face and said
"Don't bother me with any of that. I want a brochure!"
His inability to focus on an objective
became indicative of the city's leadership in general. Five years later,
they still have no firm marketing goals. No sales brochure. They lurch
from one possible solution to another — like a drunken fool.
Oh yes, that city council member still
holds his seat "leading" the city.
What galls me about such gross
incompetence is how easily this community could have become a magnet for
tourism and jobs. All that was needed was a willingness to thrash out in
advance a lucid vision of where they wanted to take themselves.
Remember to keep it simple
Broadway producer David Merrick once
said: "If you can't write your idea on the back of my business
card, it's not a well thought-out idea." Your objective should be
written down in 25 words or less. The roads taken to reach your goal may
vary, but the goal itself should remain the same until next year - when
you revise your marketing plan.
Your objective must be do-able, and
therefore should be an incremental part of your corporate mission. Do
you want to be the biggest in your industry? Are you content with being
the largest company in the region? How about just being the best in
Please don't get me wrong. There's
nothing wrong with dreaming - it's what's gotten you to the point you're
at today. But from here on, you need to be realistic.
The VP of an Internet service provider
once told me "A year from today, I want to be the biggest ISP in
New England." I got excited thinking about the cutting edge
creative we'd create to help them rise quickly in a field that at the
time lacked serious competition.
I began roughing out a marketing plan
in my mind, and casually asked "How large a budget have you
earmarked to achieve your goal?" Her answer: "We don't have
any money - I just want to be the biggest." Today, this firm is at
the back of the pack in the region. They couldn't focus on a realistic,
achievable goal, and missed their window of opportunity because of it.
The key word is realistic. Just wishing
won't make it happen. Like the lady said in the movie WORKING GIRL:
"Sometimes I dance around my bedroom in my underwear...but it don't
make me Madonna."
As that realistic goal takes shape in
your mind, think about the second question: Who's your audience?
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