Images from www.nordstrom.com. Certificate Image Victoria Kayser.

Companies that do not have a Customer Relationship Management platform, make it difficult for their sales people to manage the sales process with customers. And if the sales process is not documented and a record kept of interactions/conversations, sales people can lose opportunities to succeed and the customer may go elsewhere.

What sales tools do you provide your people to track their

interactions with customers?

Generated over $385K and exceeded sales goal of $365K in the first year with the company.

When I joined Nordstrom just out of college, the “CRM tool” the company provided to their sales associates was known as a “Personal Book”. I needed to achieve a sales target of $365,000 and this was the way I had been taught...through diligent documentation and management of the interactions and transactions with the customers I served, by pen and paper. It was the beginning of Customer Relationship Management before Digital Rolodexes such as ACT!, sales force automation tools such as Siebel Systems, or CRM platforms such as Salesforce. What’s unique today is that Nordstrom still employs a “personal book” that is automated. They still build their business one customer at a time. I utilized the tools that were given to me and established relationships with customers that I had helped. I was learning how to establish work relationships, follow through on customer requests and applying my own style to making sure I was on track to succeed. A colleague who I started with was with Nordstrom for over 25 years, had an increase in sales over $2.0M each year past 1991. Dan was a great example of establishing long-term relationships with customers who were loyal to him. And his book helped him to do that.

Surpassed sales plan of $385,000.

CASE STUDY: THE BEGINNING OF CUSTOMER RELATIONSHIP MANAGEMENT

HOW NORDSTROM BUILT ITS BUSINESS ONE CUSTOMER AT-A-TIME (AND STILL DOES)

949-220-6300 victoria.kayser@gmail.com

www.linkedin.com/in/victoriakayser