Quoted: 37signals on Big Customers

Wednesday, May 30th, 2012

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Jason Fried from 37signals on having many small customers rather than a few big customers:

Lots of business owners spend their lives trying to land the whale–the single, massive, brand-name account that will fatten the top line and bestow instant credibility. But big customers make me nervous. After all, he who pays you the most has the most control over you. And we don’t want any one customer to control us. What’s more, it’s not fair to your other customers if you’re putting most of your energy into pleasing the big spenders. And unfortunately, that’s what happens when payments are so lopsided that one major client can represent the revenue of scores of smaller ones.

Words to ponder!

#Infographic: Loyalty & Customer Service

Friday, May 25th, 2012

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This infographic from ZenDesk highlights customer service loyalty and common service frustrations:

Customer Service on Twitter

Wednesday, May 23rd, 2012

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ARMA has utilized its Twitter account as primarily a way to be a part of conversations about small business, but also to connect with other experts in government contracting and keeping abreast of the most recent trends in customer service.  People2People has us thinking about the ways in which people use Twitter to talk about and be about customer service.

Some examples:

  • Articles discussing how to utilize Twitter itself as a customer service tool:

  • How social media and customer service go hand in hand:
  • Articles on how to improve customer service:
  • And when this post has made it onto Twitter itself:


National Small Business Week May 20-26

Friday, May 18th, 2012

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Are you participating in National Small Business Week 2012?  NSBW is a two and a half day conference in Washington, D.C. focusing on small business accomplishments, including disaster recovery, procurement and entrepreneurial success.  All NSBW events will be webcast except for the Opening Reception and the State Department reception.

If you’re in DC and able to attend, this free event on Sunday at 3pm looks particularly of interest:

How Small Businesses can win Big with Large Companies

Free event!

Are you a small business with a great product, but have no idea how to get it noticed by a large company? Have you ever wondered how to get your merchandise on the shelves of a major retailer? How Small Businesses can get in Big with Large Companies will share the secrets to small business success with big business partners. With a panel comprised of a major retailer, a small business product developer, and a non-profit small business mentoring organization, the session will offer solutions from all sides of the equation that add up to achievement.

Linda Boykin, Vice President of Merchandising for Office Depot, a leading global provider of Office Supplies and services, will share what retailers look for in small business partners. Holly Bohn, founder of See Jane Work, a stylish office and organization product company, will discuss her path to store shelves, and Mark Dobosz, president of SCORE, a nonprofit association dedicated to helping small businesses get off the ground, will offer tips to grow the business while also generating attention from larger companies.

View the complete schedule here.

smallbusinessweek

Teaming to Create Mutual Business Successes

Wednesday, May 16th, 2012

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ARMA believes strongly in the effectiveness of teaming.

Stephanie Christensen at Intuit Small Business Blog has an interview up with Fishbowl CEO David Williams on the practice of mentoring that’s worth reading.   One choice quote:

To break through to real success, you need a support system that’s proven to work. Most truly successful business owners I’ve seen have three kinds of support: a mentor, a coach, and a team. A mentor helps you look at your business in new ways to determine what will get you to the next level and how to focus on those activities — both personally and in business.

In a similar vein, Becky McCray over at Small Biz Survival has some thoughts on the creation of local business alliances to foster success.  Click through to read more about an organization called BALLE that focused on “locally-owned businesses, sustainability, green jobs, and thinking local first.”  

Also, Inc Magazine has a great collection of articles that talk about ways to get mentors if you’re trying to figure out how to get started. 

As always, feel free to contact us at ARMA if you’re interested in partnering with us directly!

#Infographic: “What’s Behind the Boom in Local Business?”

Friday, May 11th, 2012

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We stumbled across this infographic looking at the ins and outs (and ups and ups) of local business and wanted to share it with you.  We’ve talked about the benefits of going local before.  It seems pretty clear to us at ARMA that one of the propelling factors for the growth of local business has to do with trust

What do you think?

Goverment Contracting Success

Thursday, May 10th, 2012

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A well-written post that we’ve noticed here at ARMA regarding government contracting:

Kenneth Larson has posted a number of thoughts at his blog that cover the gamut from contract strategy to funding analysis (although be mindful that his site does a number on our Flash for some reason).  His advice is intended to get agencies that rely on government contracts through a potentially lean fiscal year.  A key bit of advice:

Examine your core competencies. Skill sets such as IT, logistics, GIS, facilities support and similar services will remain in demand but will be spread across the agencies in accordance with the judgements the new congress makes for devoting focus in the next annual budget cycles.  Health care, education, the FAA the CDC and DOT will remain at the fore, while agencies such as the Pentagon and USAID may experience significant cuts. It will pay to broaden your marketing scope and expand your base to government organizations for whom you could potentially supply services. 

 Just getting started with government contracting?  Small Business Trends has the basics covered for you here.

Customer Service Roundup 5/4/12

Friday, May 4th, 2012

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Some interesting articles from around the web:

As part of the Black Enterprise Small Business University, yesterday Black Enterprise CEO Butch Graves took questions about “Getting Started,” on Black Enterprise’s Twitter. Peruse the conversation by viewing tweets marked by hashtag #SmallBizUChat.

Social Media Examiner presents a video from Becky Carroll that gives insight into the practice of getting the most opportunity from your existing customers.  She utilizes many of the strategies that we’ve talked about here at ARMA recently

The New York Times has written a lovely piece on the power of the handwritten note in establishing strong business relationshipsSmall touches like this can make or break customer relationships.

Ivar Kroghrud at 1to1 Media speaks further about winning customers by encouraging businesses to:

  • Make the committment
  • Listen to the little things
  • Show [customers] how you feel 

Anyone have any customer service gems to share?

Customer Service Roundup 5/2/12

Wednesday, May 2nd, 2012

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Two posts from Who’s your Gladys? caught our eye at ARMA recently.  Gladys mainstay Marylin Suttle presents a story of truly impressive customer service, one that transformed a business’s potential customer into an outspoken advocate.  Another post from guest blogger Micah Solomon tackles growing trends in customer needs and behaviors that are worth paying attention to, particularly related to young people’s interests and the effect of those interests on consumer preference.

Adrian Swinscoe at the Smal Business Blog has some thoughts on the differences in language employed by businesses and customers

Often there is a difference between how we view ourselves, how we describe ourselves, the things we sell and how others (our customers) describe what they buy from us.

Be sure check out John Jantsch’s perspective on the usefulness of CRM programs.  And if you like the tool below, click through for the related free video & workbook, etc.