Category Archives: News and Insights


The donation of over 800 IT assets will help reduce the digital divide for children in Covid19 lockdown

 

Barcelona, Spain – 1st December 2020

 

CPM International Contact Centre, a leading provider of outsourced customer experience and sales solutions, announced today they donated more than 800 IT assets to four non-profit organizations located in the Barcelona area.

 

CPM’s contribution included a variety of PCs and laptops with Google Chrome operating system, which will facilitate children’s online school classes during Covid19 lockdown. The IT assets will enable access to digital educational resources and help reduce the digital divide.

 

CPM collaborated with the following Non-Governmental Organizations (NGO) which made it possible to extend the reach of the equipment to vulnerable children and their families across the Catalonia region, boosting the associations’ great social and solidarity work:

 

  • Labdoo is a collaborative humanitarian social network which is designed to help bring laptops and educational devices to schools in need without incurring any economic or environmental costs. Labdoo exist as ‘a tool’ to help sustainably coordinate the mobilization of unused devices with free education sources and software.
  • Fundació Educativa Can Palet – Ca n’Anglada ‘s mission is to promote the socialization and inclusion of children and young people in the Ca n’Anglada neighbourhood in the Catalan town of Terrassa, through socio-educational work based on leisure and academic reinforcement, in order to prevent and encourage the integral growth of these children and their families.
  • FAMPAS (Federació d’Associacions de Famílies d’Alumnes de Centres Públics de Badalona) aims to be the body of relationship and coordination between the Associations of Families of Students of Public Schools of the Catalan town of Badalona. They firmly support the model of public education based on quality, free, inclusive and equal opportunities for all.
  • Creu Roja is the Spanish branch in Catalonia of the global NGO Red Cross. It supports the most vulnerable groups, from childhood to the elderly, through comprehensive projects. In particular, Creu Roja Joventut division promotes the integral participation of young people and educational initiatives.

 

We would like to sincerely thank the four associations that cooperated with CPM in this initiative to aid digital education under these challenging circumstances caused by the pandemic, and beyond. We encourage everyone with unused devices to join similar circular economy and solidarity activities to bridge the digital divide for young people.” said Mike Hughes, Global CEO of CPM Group.

 

Some pictures illustrating the donation process and the delivery to final users are shown below.

 

Labdoo volunteers processing IT assets donated by CPM

 

About CPM International Contact Centre

CPM International Contact Centre is an award-winning provider of omnichannel customer experience solutions. We are part of CPM Group and a member of the Omnicom Network of Companies. We offer boutique and bespoke solutions to our amazing client partners through high skill, customer intimate Customer Experience (CX) and Sales teams; harnessing the power of digital capabilities and human contact in everything we do. Our EMEA hub is based in Barcelona, Spain and we have multiple contact centres in the United Kingdom supporting the UK & Ireland markets. We provide 24-7 global coverage in 26+ languages for international clients spanning High Tech, Consumer Electronics, eCommerce, FMCG, Pharma, Automotive, Travel and Retail industries.

 

For further information, please contact:
Rachel Doyle | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/
Irene Gras | E: irene.gras@cpm-int.com |W: http://www.cpm-int.com/icc/

 

 


(Spanish)

CPM colabora con 4 asociaciones locales para apoyar la educación digital

La donación de más de 800 dispositivos informáticos ayudará a reducir la brecha digital a los niños en confinamiento por Covid19

 

Barcelona, España – 1 de diciembre de 2020

 

CPM International Contact Center, un proveedor líder de soluciones de ventas y experiencia del consumidor, anunció hoy que ha donado más de 800 equipos informáticos a cuatro organizaciones sin ánimo de lucro ubicadas en el área de Barcelona.

 

La contribución de la empresa CPM incluye una variedad de PCs y ordenadores portátiles con el sistema operativo Google Chrome, que facilitará a los niños y niñas el seguimiento de las clases escolares telemáticas durante el confinamiento por Covid19. Además, los equipos permiten el acceso a recursos digitales educativos y ayudarán a reducir la brecha digital.

 

CPM ha colaborado con las siguientes Organizaciones No-Gubernamentales (ONGs) las cuáles hicieron posible extender el alcance de los equipos a los niños y familias en situación de vulnerabilidad en Cataluña, impulsando así la gran labor social y solidaria de estas asociaciones:

  • Labdoo es una red social colaborativa humanitaria que está diseñada para ayudar a llevar ordenadores portátiles y dispositivos educativos a las escuelas que lo necesitan sin incurrir en costes económicos o ambientales. Existen como “una herramienta” para coordinar de manera sostenible la movilización de dispositivos no utilizados con software y fuentes de educación gratuitos.
  • Fundació Educativa Can Palet – Ca n’Anglada tiene como misión promover la socialización e inclusión de los niños y jóvenes del barrio de Ca n’Anglada de la localidad catalana de Terrassa, a través de una labor socioeducativa basada en el ocio y el refuerzo académico, con el fin de prevenir y fomentar el crecimiento integral de estos niños y sus familias.
  • FAMPAS (Federació d’Associacions de Famílies d’Alumnes de Centres Públics de Badalona) pretende ser el órgano de relación y coordinación entre las Asociaciones de Familias de Alumnos de Escuelas Públicas de la localidad catalana de Badalona. FAMPAS apoya firmemente el modelo de educación pública, de calidad, gratuita, inclusiva y con igualdad de oportunidades.
  • Creu Roja es la filial española en Cataluña de la ONG global Cruz Roja, que apoya a los colectivos más vulnerables, desde la infancia hasta la tercera edad, a través de proyectos transversales. En particular, la división Creu Roja Joventut promueve la participación integral de los jóvenes y las iniciativas educativas.

 

“Desde CPM queremos agradecer enormemente a las cuatro asociaciones que han cooperado con nosotros en esta iniciativa para impulsar la educación digital, incluso en estas circunstancias complejas causadas por la pandemia. Animamos a todo aquel que tenga dispositivos en desuso a unirse a actividades similares de economía circular y solidarias para reducir la brecha digital” Mike Hughes, CEO de CPM Group.

 

Arriba, se muestran algunas imágenes que ilustran el proceso de donación y la entrega a los usuarios finales.

 

 

A cerca de CPM International Contact Centre
CPM International Contact Center es un proveedor galardonado de soluciones omnicanal de experiencia de cliente (CX) y ventas. Somos parte del Grupo CPM y miembros de la Red de Empresas Omnicom. Ofrecemos soluciones personalizadas a nuestros socios-clientes mediante equipos de CX altamente cualificados; aprovechando el poder de combinar nuestras capacidades digitales y el contacto humano. Nuestro centro de EMEA tiene su sede en Barcelona, España, y tenemos varios call centres en el Reino Unido que brindan soporte a los mercados de UK e Irlanda. Damos cobertura global 24 horas al día, 7 días a la semana en más de 26 idiomas para clientes internacionales que operan en la industria de alta tecnología, comercio electrónico, FMCG, farmacéutica, automóvil, y viajes entre otras.

 

Para más información, por favor contacte con:

Rachel Doyle | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/
Irene Gras | E: irene.gras@cpm-int.com |W: http://www.cpm-int.com/icc/

 

 

Uncovering key considerations on how to ramp up resources for seasonal sales periods

 

Are you preparing for Black Friday 2020 but find it challenging to set up a flawless back-office customer support team?

 

Forecasting the necessary resources can be a hurdle, and even more difficult with the current market uncertainty caused by the Covid-19 pandemic. eCommerce sales are expected to raise but integrating digital channels into the Customer Experience (CX) strategy is not so straightforward.

 

If you are finding it tricky to successfully plan and operate peak demands, keep reading.

 

Operating within the eCommerce landscape for a wide variety of clients, CPM International Contact Centre have developed unparalleled expertise dealing with the seasonal peaks and troughs related to sales, product launches, returns and in some instances, handling unexpected volume demands. By combining omnichannel strategies, flexible resource models and operational know-how, we constantly deliver a seamless experience for the end customer, no matter the sales period.

 

The impact of Black Friday week is not only on the sales and eCommerce Support department but it also affects recruitment, training, IT teams, and many other areas of the business. The preparation for this November commerce period can start up to 12 months in advance. Yet, specifically in our business we see a peak from September onwards with hiring and onboarding induction. Some of our clients work in a unique way as they update their forecast on a monthly basis, but for a relatively small, core team, this can create some challenges to manage the operation successfully.

 

Our holistic approach to peak demand planning is tailored to every client according to their needs. We closely design the ramp up strategy together with our client partners resulting in better performance management, deep employee engagement, exceptional customer satisfaction and ultimately, higher sales. During 2019 Black Friday season, CPM delivered €5 Million in sales for our eCommerce Contact Centre clients.

 

In this article, we are uncovering what business areas are critical to preparing for a successful Black Friday and provide you with best practices on how the operational manager and CX teams can build and work on a structured plan encompassing 3 core areas: business, client, and people.

 

1. Business area: Dynamic Resourcing

Firstly, you should determine where resources should be allocated within the business. When using a dynamic resource model, budget and headcount vary on a monthly basis according to expected fluctuating demand. For a contact centre careline this implies:

  • New approach to recruitment: revise agent profiling to look for people that are more flexible, fast to learn and adaptable to change, with versatile interview assessment.
  • Induction training: generic onboarding sessions for time saving.
  • Flexible contracts: enabling the business to hire more part-timers, and introducing new working schedules around the arrival pattern, hence, minimizing the impact during opening time.

 

2. Client area: Operational Optimisation and Transparent Reporting

Secondly, operational excellence is key to delight customers. We work closely with our client partners to revise the procedures and streamline the day to day operations; adopting a continuous improvement approach:

  • We optimize resources by sharing agents across different operational teams, driving cost efficiencies and improving our knowledge base.
  • Create new analyst roles responsible for reviewing CSAT results and quality assessments to provide insight and build the plan for the future.
  • We build robust tailor-made reports delivering consistent insight on the customer journey and share NPS reports with the client.
  • Consider investing in reporting tools such as Power BI to enable arrival patterns tracking versus forecasting on a daily/weekly/monthly basis.
  • Improve CRM platform configurations to drive efficiency among the team.
  • Integrate technology into your omnichannel strategy. CPM develops chatbot solutions (Answerbot) to support during peaks and enabling automation of transactional contacts.

 

3. People area: Employee Experience

Thirdly, remember great employee experience equals great customer experience. So, make their work-life easier, motivating, and enjoyable – especially during the accelerated operating rhythm driven by sales peak. Some tips for enhanced people experience that will lead to high performance are:

  • Introduce employee engagement surveys: allow your team to have a say, and be transparent by sharing their feedback and outcomes during a team’s session. Allocate budget for employee engagement activities, boosting team building.
  • Revise the incentive plan: ensure people feels motivated and valued while stimulating productivity.
  • Career development: during the peak it can be arduous to maintain the standard 1to1 session with every employee, therefore you can introduce group sessions. Still, it is important to map clear individual career development, not only to reinforce your structure for the future, but to ensure your people have the opportunity to stay and grow within the business.
  • We review work-flows and provide templates in order to support the team and to provide a consistent responses to customers.
  • We offer our people stability and job security during the off-peak periods with options to reduce hours or work on other CPM operational teams.

 

As CPM work with clients operating in a wide range of sectors, their peaks and troughs fall on different times of the year. This allows us to manage our resources across different projects having all busy sales periods covered and avoiding idle staff. For instance, an agent recruited for Black Friday, has the opportunity to move within our business in line with another client peak. This help us to drive cost efficiencies by reducing the cost of new hire and training.

 

With flexible resource models we can offer our clients the security to have efficient resources to manage sales peaks. Being flexible and sharing resources helps to avoid backlog situations, and ensure we have happy, engaged and retained staff. We have been able to reduce backlog from 28 to 0 days for one of our clients in just few months and reduce employee turnover by 38%.

 

 

We invest time into reviewing different operational and delivery models, offering transparency and flagging potential risks. We encourage involvement from our clients and approach this in a collaborative and agile way. Some of our existing clients work with multiple partners on global basis and have replicated our business and delivery model across other programmes to offer a consistent customer experience. CPM have transformed its eCommerce Contact Centre Programmes to agile and flexible omnichannel solutions with Customer Experience excellence at its core.

 

We don’t know what 2021 will look like. This year has certainly evidenced we can’t always plan for the future. However, we believe the industry needs models that are flexible enough to cope with challenges that you can’t yet foresee, so you can be ready to adapt in a very proactive way.

 

What if getting ready for Black Friday could be a smooth endeavour? Contact us at infobcn@cpm-int.com if you would like to master your eCommerce sales and customer support regardless of your business seasonal fluctuating demand.

 

 

 

Our latest Expert Speak comes from Pierpaolo Bertocco, CPM Italy, on omnichannel retail and e-commmerce.

 

During the Italian event IT’S ALL RETAIL, organized by Brainz, which brought together the main Retail, GDO and Fashion players to talk about challenges and market opportunities, Pierpaolo Bertocco outlined CPM’s point of view on sales in an increasingly phygital context and stressed the relevance of identifying promptly online sales threats and having access to a flow of steadily updated insights on sales.

 

How are sales changing in an increasingly phygital context?

The increase in online sales due to the restrictions imposed by the pandemic is plain to see.
Over a couple of months we saw what would normally happen in a few years (5 according to a recent report by IBM). The impact was on the switch between physical and online sales on one hand, and on the driver of the transformation on the other. To explain; until a few months ago digital sales were driven by technology and companies. The Big players (Amazon, Alibaba, etc) first, followed by sector companies, have made available e-commerce and delivery platforms and services, anticipating a latent need for most consumers, except perhaps the big cities and the youngest generations. With the pandemic the consumer is more and more the decision maker, he is the hare or rather the conductor.

An orchestra conductor who has made the smartphone his baton, directing his purchasing decisions based on ratings, reviews and, of course, the availability of product information.

According to a study by the Politecnico of Milan University and the research institute Nielsen, 58% of individuals that bought online had not done so before. Furthermore, 83% of these stated that they would continue to buy online even post-Covid.  The percentage of online buyers goes up to 80% if we consider the European data of Detail’s study done in partnership with Kantar.  We all know that e-commerce has seen a significant increase in sales, especially in the first weeks of the lockdown – 81% more than in 2019, according to data reported by Nielsen – this trend is confirmed: IBM stated that purchases in department stores will decrease by 60% at the end of the year, while e-commerce would grow by around 20%. Additionally, 80% of shoppers consult their smartphones on purchases they’re about to make in a physical store.

What we see at CPM, not only in Italy but through comparison between the countries we in which we operate internationally, is that the near future represents a great challenge for the CEOs of every sector and even more so for Sales Directors. In the coming months they will find themselves having to understand how to manage a strong change in the weight of purchase channels, and consequently in the distribution chain, and particularly of their mindset and their digital skills. And, of course, omnichannel. This is a race with no finish line.

 

The pandemic has accelerated the transition from retail to e-commerce: making sure that your products are visible on the channels of online retailers has become even more crucial. What can be done?

Common practices for physical retail, such as monitoring and developing stock levels, product availability, consumer information, and last but not least, sales and competitors’ audit, have moved massively on-line, for the reasons mentioned before. Those brands that use retailers (primarily Amazon but also other e-commerce retailers), rather than their own platforms, often have to – it seems a nonsense – check by hand, maybe sample by sample, what happens to their online offer.

The product search landscape is changing and being visible in Google is no longer enough. Retailers have become complex search engines using algorithms to rank products on the digital shelf. Furthermore, retailers are willing to have (and display) the largest selection of products. Within this context, imagine a product, perhaps food specifically for intolerances with the wrong description, or a fake brand product sold by third parties, or trivially indexed on the parameters of size and characteristics (a smart tv for example)  which therefore does not appear in the search by potential shoppers. This is easy to image. However, it’s not as easy to image the potential loss of business, especially if the consumer tastes the product offline and then buys it online, maybe even while they are in the store.

There are some platforms that support online product management on all aspects mentioned above and Detail is the partner that CPM uses to maximize product visibility, monitor sales and, ultimately, help to push online sales. “Polite” spyders work at night when there is less traffic, adapting to the time zones of each country, without disturbance, and returning daily the point of the situation allowing the leadership to remedy or make informed decisions.

An example? On average, even before the pandemic, 40% of online products were categorized incorrectly3 or sold out, resulting in a reduction in potential sales. And it’s not hard to imagine how this data has potentially increased with the pressure to which online retailers were subjected during the lockdown and in the following months.

In the end, only with a constantly updated analytical insights framework can you identify lost sales opportunities and act as quickly as possible to turn them into profit.

The ECCCSA nominations recognize CPM’s exceptional service to customer and employee experience, and transformative CX approach adopted in response to the COVID pandemic

 

Barcelona, 6th October 2020 – CPM International Contact Centre, a leading provider of outsourced customer experience and sales solutions, is delighted to announce that it has been shortlisted in five categories of the 20th European Contact Centre and Customer Service Awards (ECCCSA); recognizing industry leaders and innovators in the fields of Customer Experience and Contact Centres.

 

Under Operational Effectiveness categories, CPM has been shortlisted for Most Effective Management of Peak Demand with our partner New Balance, and for Best Outsourcing Partnership together with our client Harley-Davidson.

 

In addition, CPM has been selected as finalist for Best Quality Management Team and Best Contact Centre Support Team within Team Awards categories.

 

From the employee experience side, CPM’s inhouse Learning and Development team has been shortlisted for Most Effective Learning and Development initiative.

 

“These five nominations are an opportunity to recognise and celebrate our team’s exceptional contribution to the customer experience industry. We work in a fast changing, hectic business environment and we are very proud of our teams’ innovative ways to effectively respond to the new market dynamics driven by the global pandemic. Being an ECCCSA finalist is a prestigious accolade to our strategy of continuous improvement and collaborative partnership. We are extremely excited to be in the final stage, and jointly with our client partners, New Balance and Harley-Davidson.” says Annette John, Leadership Director.

 

Original finalist shortlist available here.

 

About the ECCCSA
In its 20th year, the European Contact Centre and Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Highly regarded for its robust judging process, the ECCCSAs honour organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.
Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars. The programme is seeing incredible growth with 24 countries participating in 2019 and over 1,300 people attending the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre
CPM International Contact Centre is an award-winning provider of omnichannel customer experience solutions. We are part of CPM Group and a member of the Omnicom Network of Companies. We offer boutique and bespoke solutions to our amazing client partners through high skill, customer intimate Customer Experience (CX) and Sales teams; harnessing the power of digital capabilities and human contact in everything we do. Our EMEA hub is based in Barcelona, Spain and we have multiple contact centres in the United Kingdom supporting the UK & Ireland markets. We provide 24-7 global coverage in 26+ languages for international clients spanning High Tech, Consumer Electronics, eCommerce, FMCG, Pharma, Automotive, Travel and Retail industries.

 

 

For further information, please contact:

 

Rachel Doyle | M: +34 638 140 620 | E: rachel.doyle@es.cpm-int.com |W: www.cpm-int.com/icc/
Irene Gras | M: +34 683 112 790 | E: irene.gras@cpm-int.com| W: www.cpm-int.com/icc/

Discover how to reach your full revenue potential with this proven award-winning formula

 

We are approaching the last quarter of the year and you are far from meeting your revenue objectives. It’s getting challenging with the new market dynamics driven by the pandemic. Also, in a B2B environment, mastering sales can be much more complex due to scope, scale and extended sales cycles.

 

You know outsourcing your sales team might help accelerate your results but you’re hesitant on external support.

 

We’ve got your covered.

 

With over 30+ years contact centre sales experience working with clients across varying sectors and markets; CPM International Contact Centres have developed unrivalled expertise in creating high performing B2B sales teams, delivering incremental revenue growth of up to 10% in just 3 months. How have we done it? Our strategy formula encompasses people, process, customers, technology, and partnership.

 

In this article, we will be covering our 5 top components to creating a best in class outsourced B2B sales team and provide you with best practices on how to achieve it.

 

1. Defining what success looks like: Process definition & improvement

Defining business aims and challenges together is the first step to establish an effective sales process framework and a clear strategy for sales pipeline management. A streamlined framework can promote speed and agility and allows for innovation, constant development, and growth. There are two key considerations at this stage:

 

  • Effective integration:
    Take a holistic plan to design and optimize processes. A combination of sophisticated technology and a collaborative approach helps build up a dynamic business relationship with your partner. Together, you can develop and interpret insights, perform transparent root-cause analysis, create joint business plans, and execute continuous improvement.

 

  • Progression and achievement:
    Keep track of performance, productivity and quality to detect issues rapidly and provide the knowledge needed to improve processes. Different data sources including CRMs, web forms, CSAT scores, etc. can be fed into data visualization reports through tools such as PowerBI to provide deep, actionable insights to reach your goals swiftly.

 

2. Developing your motivated team: People training & performance

People are your most important asset. In particular, in a B2B environment the sales team usually deals with customers who are already subject matter experts, so account managers have to be product savvy and also knowledgeable on business development. Understanding the employee journey is essential to have a highly skilled sales team – from hiring passionate people, onboarding and training, to motivating and empowering professionals.

 

  • The Training journey:
    An ongoing sales training plan is the basis of your team member’s performance capacity. For this reason, training does not stop at onboarding and brand immersion; a continuous coaching approach with a focus on client’s products, services, and new technologies is critical for enhanced results. Furthermore, as sales is centred around people and building relationships, soft skills such as ability to relate, communicate and actively listen are as just as important focus to drive high performing sales teams.

 

  • The Talent Development journey:
    Career development, along with a positive work environment and employee engagement strategy are integral to keep the team motivated, retained and driving results. A clear Personal Development Plan (PDP) enables employees to own their career progression, based 100% on meritocracy, with an emphasis on examples of going the extra mile and look for opportunities to add value to client relationships.
    In addition to PDPs, and as a standard with all sales focused programmes, financial incentives are a great way to keep sales team members motivated on closing sales. KPI targets and incentive schemes are typically defined in line with the financial year and can be based on a monthly, quarterly or half yearly payment, subject to each project’s needs. Performance measures encompass results, quality and productivity outputs. Our approach to setting, measuring and financially rewarding performance is simple: does it meet our client’s objectives, does the customer have a good experience and are we creating the right behaviours within our teams?

 

3. CX equals sales: The Customer journey

Delivering great customer experience results in higher sales conversions. That is why having a customer-centric culture in place is so noteworthy for a sales team. Understanding customer needs helps optimize the customer journey towards a 360 approach where cross-selling and up-selling opportunities can be created. Working on an account management basis can assist the customer journey as the manager can focus on nurturing the customer relationship. It is a more personalised selling process resulting in higher sales and customer satisfaction.

 

In the B2B environment, only 23 percent of B2B companies have embraced a customer centric approach (Forrester, 2019). However, the growth window of adopting this strategy have been proven to be enormous and it definitely creates competitive edge. What are you waiting for to embrace it?

 

4. Accelerating informed decisions: Technology & Insights

Whilst the sales process is mostly powered by people skills, technology is a meaningful factor which should not be overlooked. Technology can be used by sales professionals to improve visibility and generate more leads, build a new business pipeline, optimize conversations, nurture and accelerate conversions.

 

In addition, investing in state-of-the-art technology allows to visualize business impact and its projection to make the right decisions faster. Operational effectiveness is achieved thanks to CRM systems, real time reporting and predictive analysis. Innovative tools should be adopted by sales teams to not only fuel the sales process but also complement and aid in the relationship development approach. For example, tools such as LinkedIn Sales Navigator have been proven to help speed up the sales cycle by focusing in on the right prospects 90% faster.

 

5. Great partnership: working together

Outsource your sales team to a partner, not a provider. It is all about a win-win situation in which trust and communication are the foundation.

 

  • Two-way communication and collaborative approach:
    A solid cooperation between the outsourcing agency and the client will make the sales programme more agile. We recommend working with an open-door policy across both businesses to coordinate and plan together according to transparent objectives and expectations.

 

  • How client can benefit from the partnership:
    Outsourcing your sales force drives cost efficiencies and increased sales. You will be hiring sales specialists, highly trained and working in an optimised team structure for which scaling is organic and natural. Moreover, experienced sales people keep up with latest trends and have access to tools and tactics needed to thrive in any business climate. External sales teams are not only responsible to provide accountability and reporting but also make recommendations or adjustments, helping to create sustainable sales strategies aligned to your business growth objectives.

 

B2B sales team

 

 

What if you could rely on a trusted partner who knows how to seamlessly employ this winning formula? You will be able to benefit from a high-performing B2B sales team focused on growing your business while leaving you free to get on with what you do best.

 

Don’t miss out on the competitive advantage of an outsourced B2B sales team and get started with the 5-step strategy today. Contact us at infobcn@cpm-int.com to find out how we can build up a bespoke sales programme tailored to your business objectives and needs.

 

 

Sales force outsourcing as a strategic model for agile businesses:  the collaboration between FRoSTA and CPM Italy

 

The speed required to respond to events has made companies more flexible, leading them to adopt more agile, rapid and dynamic approaches. In this landscape the sales outsourcing represents a strategic solution, as it allows businesses to establish, manage and monitor the direct relationship between costs and results in a flexible, scalable way.

 

Daniele Castagnini, National Sales Director at FRoSTA and Pierpaolo Bertocco, Managing Director at CPM Italy speak to MarkUP Magazine about the collaboration that brought to the development of an agile organisational model focusing on objectives and results, to achieve greater presence and wider product range and increase FMCG channel monitoring

 

Watch our video to see how CPM Italy has increased product availability in monitored retail outlets by over 30% in the first year. Working in collaboration at a strategic level to deliver growth plans across Europe, using an agile market and an in-house and outsourced retail field sales force.

 

The added value of a qualified sales force in an agile business model: the collaboration between Fitbit and CPM Italy

 

Everything changes and evolves. In a word were companies must adopt an increased flexible approach, both on the structure and on the business strategy, and consumer are increasingly well-informed and demanding, it is necessary to guarantee a field team made up of qualified professionals with a high commitment to the result, but it is also essential to provide regular, comprehensive training to in-store sales teams on a range of constantly evolving topics.

 

Giovanni Bergamaschi, Regional Director Southern Europe at Fitbit and Pierpaolo Bertocco, Managing Director at CPM Italy, speak about this at Mark-up

 

 Watch our video to see what Fitbit have to say about their relationship in collaboration with CPM Italy.

 

Get started with monitoring online product visibility

This free guide helps you choose the right solution for your business.

 

Using technology to monitor your products’ visibility online allows you to discover lost sales opportunities like never before: recurring sold-out issues, misrepresentations of your products, disappearance of hero products, SDA issues, and other lost sales opportunities.

 

However, with these type of solutions still being quite new, we understand you may have a lot of questions. What should you look out for when choosing such a solution? That and more is what we’re answering in this free guide.

 

This guide gives you insights into:

  • What to monitor
  • Which requirements to consider
  • What to expect from this type of service
  • How to choose the right solution for your business

We also hope to inspire you with the countless opportunities that come with monitoring online product visibility.

 

To download the guide click here to visit our partner website

e-commerce auditing

 

The top 6 online reseller KPI’s global brands care about

Are you a consumer brand looking to increase online sales? Then this guide is for you. In our KPI guide, we explain which 6 KPI’s successful global consumer brands are using and why.

 

Download our free guide if you’re looking to:

  • Identify lost sales opportunities
  • Understand how to track opportunities in your indirect sales channels
  • Get hands-on KPI’s to optimise sales channels online
  • Be inspired on how to react to issues quickly and continuously

To download the guide click here to visit our partner website

e-commerce auditing

Discover the most important parameters of e-commerce auditing and get practical advice on how to monitor your product visibility in online re-seller channels.

 

Download the guide to get insights on:

  • Why online auditing is so vital for products and brands
  • Key parameters that are crucial for monitoring
  • How the concepts of mystery shopping, audits and merchandising in physical stores translate to the online landscape
  • Pitfalls in online sales channels
  • How you can discover and fix sales leaks in online re-seller channels

To download the guide click here to visit our partner website

e-commerce auditinge-commerce auditing

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