Are you losing customers despite having a great product? One reason for customer churn or attrition is a poor customer experience. In fact, it’s the reason 80 percent of consumers decide to leave a brand.
If you’re a customer service manager at a small business, you may find it more difficult than someone at a large business to provide a great customer experience (CX). Perhaps you feel you don’t have the resources or time needed to define and integrate a customer experience strategy.
If your small business is using performance appraisal software alone, you’re not necessarily working toward improving employee performance—you’d need to use performance management software for that.
Today’s tech-savvy HR managers need to understand the difference between performance appraisal and performance management software and understand how to use these two tools in the way that is most beneficial for their business.
Here are the primary differences between these two software types:
- Performance management software helps managers provide regular (weekly, monthly, or annual) feedback to employees. It automates time-consuming tasks such as creating feedback questionnaires, deriving feedback results, and building employee performance analytics. It also helps managers identify the top talent and provide employees training on how to manage their goals.
- Performance appraisal software helps managers review employees’ individual performance and contributions. This process is usually carried out once or twice a year, depending on the business. The software streamlines this process by collecting employee goals, appraisal histories, development plans, etc.
As a small business owner, you want to implement the right sales software that will make your sales team more productive and boost sales—but that’s not as easy as it sounds.
According to a 2018 survey we conducted on top technology trends at small and midsize businesses, 1 in 2 companies finds “identifying the right technology” to be one of the top challenges they face when planning investment in new technologies.*
Whether you’re upgrading from spreadsheets to business intelligence software or need a help desk program to replace your old email-based system, deciding which type of Software-as-a-Service (SaaS) best solves your problem is only the first step of a long process.
Unrealistic expectations, overlooked impacts, and frustrated employees are all waiting for you if you neglect the importance of a thorough software implementation plan.
From 2016 to 2017, Gartner reported a 19 percent year-over-year increase in inquiries regarding SaaS products, but only a 6 percent increase in inquires about SaaS implementation (report available to clients).
Now for a thought experiment: the alien abduction.
It’s a typical day at work. That is until a flying saucer—straight out of a science fiction novel—whizzes past. You’re suddenly immersed in a magnetizing blue light. Around you, the workplace and all its contents begin sliding upward. Suspended, in zero gravity, the room—and that includes you!—moves toward the floating disk.
As you get closer to the extraterrestrial craft, a green, bigheaded alien leans out of the cockpit. It motions to you. It’s trying to ask you something:
“Take me to your IT leader.” The alien says—or perhaps transmits telepathically. Regardless, it’s clear that this meeting won’t be for discussing faster-than-light travel or eating Reese’s Pieces.
How would your business respond to aliens?