Aaron Rodriguez discusses the importance of statistics for a sales team

Within a sales team, keeping statistics allows you to know exactly what you are achieving with your efforts. And this, beyond giving you results, lets you know what aspects you need to improve in order to continue growing as a team. However, statistics go beyond data. Knowing how to interpret them is the key to taking action. That is why they are no longer used only to measure tasks; now, they offer you a series of qualitative elements that allow you to know the true performance of your work team and predict what your results will be. Aaron Rodriguez, an expert in business optimization strategies, explains why the sales department should not overlook statistics.

Statistics are considered a fundamental tool for society, more specifically for companies, when it comes to collecting, organizing, analyzing, and interpreting a set of data and from them to propose improvements in terms of management.

Statistics are not a game of dice. They do not consist of decisions or actions taken at random. On the contrary, they are determined and without them, companies would not be successful since they are the key means to carry out an action plan and require detailed thinking about their possible effects or consequences. For this, it is necessary to have data and measurement tools that are purely statistical in nature and that guarantee positive results in the future. In short, they allow you to evaluate the success of your business.

Among the great benefits that your company can obtain through the implementation of statistics, you can find the analysis of your company’s self-evaluation processes on a regular basis. Systematically follow up, monitor, and evaluate your business and projects. Easily identify and prioritize information for the execution of goals, plans, real projects, and objectives.

In administration, statistics is used to coordinate, evaluate and manage personnel, as well as products and services provided by the company. In finance, statistics are used to carry out processes of collection, analysis, classification, and interpretation of data. And from there, to make forecasts regarding the optimization and care of capital.

“Statistics serve in the accounting sector to analyze the results obtained from studies on the company’s economic operations,” Rodriguez explains. “And consequently, to guarantee long-term results and facilitate decision making.”

Statistics enable marketing teams to conduct studies on customers, products, and services. According to the results and statistical analysis of the data, an action plan is defined to improve the interests of the company and customers, through marketing strategies.

“It is important to determine the weak points of your team,” Rodriguez suggests. “Knowing where you are failing will allow you to attack the root of the problem and improve it. If you have a conversion funnel where you’re getting 50,000 people and you only close two at the end, there’s something wrong with the process. Determining the step-by-step of your tunnel and keeping a numerical control of each of those steps will be of interest to determine where you are failing.”

Free competition should also be enacted. It is not knowing who is better than who. It is knowing who is strong at X point and who is strong at another, to complement their work and achieve better results. In the end, it is not about a race. It is about sharing and encouraging everyone’s participation.

Do not hesitate to set realistic objectives. Many companies fail because they set surrealistic objectives that are not in line with the market or with what they have been achieving. Quantifying results will allow you to set objectives according to the group’s performance, and thus be able to encourage them to meet them in the best possible way.

“It is important to take statistical processes into account, to give relevance to research, data collection, and to know how to classify and interpret them. And, based on this, to continue improving. Any company that has good statistical control of its data and is able to use them to continue growing obtains better results,” Rodriguez points out.

Remember that what is not measured cannot be improved and in this era, you can find endless digital solutions (other than Excel) that allow you to visualize your metrics in real-time. This will help you save time, since you will not need mathematical formulas, or train for several hours, but with the help of artificial intelligence, you can have a 360º view of what is happening with your business.

Aaron Rodriguez explains how to improve the customer experience to achieve greater business success

Customer experience is the new battleground in today’s competitive business world. While many companies realize the importance of providing an excellent customer experience, there is still a large gap between customer satisfaction and company expectations. Aaron Rodriguez, a business optimization expert, provides his insight and lists some practices that can help your company deliver a better customer experience.

Among the specialist’s first suggestions, listening to customers from Omni-Channel stands out. Before providing customer service, it is important to listen to your customers from an omnichannel.

“Social Listening is reliable for companies to interact with more customers in real-time,” Rodriguez suggests. “With scraping social media tools, companies can automate the process of collecting customer feedback from websites with less effort and lower labor costs.”

Then there is the measurement of the customer experience throughout the customer journey. When it comes to the customer experience measurement matrix, many companies only focus on touchpoints, such as individual transactions. Rodriguez’s research shows that customer journey performance is strongly correlated with customer satisfaction and business outcomes.

Multi-channel, multi-touchpoint, hyper-competitive consumer market presents companies with a multitude of challenges. Companies can verify customer experience at every stage of the transaction by using a journey-centric measurement matrix. Only this way will they be able to understand how to improve customer service delivery, customer satisfaction, and retention.

Rodriguez recommends that you use EDM (Email Direct Marketing) to help customers. Email marketing is a proven method of customer retention and conversion. Statistics show that 59% of B2B marketers believe that email is the most efficient channel for revenue generation.

Rodriguez states, “Only when customers reach their goals and objectives, can yours be achieved. You may have to use customer segmentation techniques to send the right messages to specific customer groups. Personalization techniques can be used to make sure that each recipient is treated like an individual.”

Develop comprehensive self-service resources for your customers. Any tool or information that can help a customer or user solve a problem on their own is considered a self-service tool. Generally speaking, self-service resources include an online knowledge base, FAQ (frequently asked questions section), tutorials and guides (text, infographics, or video), online community forums, and automated chatbots.

In most cases, customers prefer to solve their problems on their own right away, rather than waiting. If self-service options are not out-of-the-box, you should probably invest more time and money in developing comprehensive and easily accessible self-service options for your customers.

Paying attention to the emotion/sentiment of your customers is of utmost importance. Sentiment analysis tools help you understand the sentimentality of your customer conversation on a large scale. Effective sentiment analysis allows you to do Sentiment Analysis for Hotel Reviews, for example. You can collect positive, neutral, or negative feedback from your customers in real time.

This way, you can optimize online marketing campaigns accordingly. More importantly, it helps prevent or lessen the negative impact of social media crises. There are numerous sentiment analysis tools on the market, specialized for different industries and applications.

And finally, don’t forget to use automated tools to facilitate customer experience management. Thanks to the development of information technology, automation is an inevitable trend in today’s digital world. “You no longer need to tackle all things manually in today’s fast-changing business world. Automated software allows you to achieve the same results more effectively,” Rodriguez explains.

Customer experience management (CEM) software is a great integration of customer listening and feedback data analysis. It provides a single but complete view of the customer experience.

Aaron Rodriguez offers insight into how eCommerce logistics are changing

The exponential growth of eCommerce during the health emergency caused by the pandemic has changed the organizational and business models of companies. Aaron Rodriguez, an expert in business operations, explains how eCommerce logistics are evolving, and why businesses have to adapt.

In recent months, influenced by COVID-19, the number of companies that market their products in the online channel has increased a lot, either through their own website or specialized platforms. According to data on global digital commerce growth and spending patterns, in the first quarter of 2021, eCommerce globally grew by 58% over the same period in 2020. This was well above pre-COVID-19 levels. This data corroborates that the base of online buyers is consolidated.

Companies that want to enter the Internet have two options. They can develop their own website or use a specialized online platform. The latter is usually preferred by those who want to experiment with the eCommerce channel with a view to creating their own online store, which is sometimes still used in parallel with the chosen market.

“The option of selling abroad becomes complicated in the vast majority of cases of small companies due to ignorance of the procedures and ways to do so,” states Rodriguez. “That is why, in recent years, marketplaces have become a great ally of these companies that decide to start selling abroad without getting too complicated.”

Companies can choose to manage eCommerce logistics themselves (i.e., warehousing and order picking) or turn to external suppliers. In the first solution, it is necessary to create an area close to the stock to organize the shipment of the ordered items online, while in the second option it is possible to rely on the solutions offered by specialized platforms such as Amazon, which include all the steps, from storage to order preparation and transport.

The delivery of products purchased online is based on a different system than the transport of goods for large distribution, for which chartered carriers who operate with lots or complete lots, moving the items on pallets or large packages, usually intervene. On the other hand, online commerce involves, above all, the sending of packages of up to 30 kg in weight to be delivered to private customers by express courier.

Companies entering eCommerce for the first time often have little knowledge of the difficulties they may face. As a result, they often prefer to outsource all eCommerce logistics to external suppliers in order to meet the needs of their customers in the best possible way.

The products sold by manufacturers to retailers are delivered in large packages with cardboard boxes and pallets. On the other hand, in order to deliver the products to the homes of private customers, companies have to sell per unit, which is a great limitation, since an online order does not usually consist of more than three items and, basically, only one per package.

In the warehouse, the preparation of orders also requires the reorganization of storage areas and the regular preparation of goods to create a stock reserved for eCommerce. In the order preparation phase, it is also necessary to manage various types of packaging and use tools to check the weight of packages for deliveries to end customers.

In B2C transactions, averaging just over one product per package, the preparation time of online orders is essential. It’s also important to make online stores vibrant with the aim of attracting the consumer’s attention and continuously offering offers to compete with traditional retailers.

With high logistics costs, even with lower product prices, online retailers can hardly get significant margins, so those with strong brands and products with low recurrence rates are the ones who can gain the most from this strategy.

Staff training is a key aspect of the HR function, whose managers, during seasonal peaks, need to hire temporary employees and get them up and running quickly, especially with a view to optimizing the preparation of shipments to the unit in large spaces with large screens that help reduce errors.

Adds Rodriguez, “Businesses wishing to sell through an online channel should certainly consider using a software solution. Express courier companies that deliver to the end customer, for example, need to be connected to the company’s software to manage EDI messages and modify shipping labels.”

In terms of IT, managing an online sales channel is a big commitment and companies that already have WMS software should be sure that their solution has the potential to help them with eCommerce logistics, which is not always the case with warehouse management software used for traditional distribution channels.

Selling products online is not an easy task for a company, since this type of trade requires processes very different from the traditional model in terms of sales, logistics, labor and technological solutions. That is why it is essential to be able to count on an agile and flexible solution with the ability to adapt to the progressive growth of orders.

Aaron Rodriguez explores what FinTechs offer Mexican companies

It is undeniable that the FinTech market has grown significantly in the last decade. There are more and more options for different types of users and for each of their financial needs. In the case of Mexico, Aaron Rodriguez, an expert in the growth of this market, analyzes and explains what companies can obtain through FinTech.

On the one hand, for consumers, there are services that can include personal loans, insurance, credit cards, or personal finance advice, among others. On the other hand, for companies that require financing (the main area of opportunity for a company to grow or survive seasons of economic uncertainty), there are a plethora of financial solutions for the management of their business, digital tools for sales collection, and so on.

The difficulty no longer lies in the lack of supply. The evolution of the FinTech sector has made it possible to have access to intelligent and transparent tools for almost any of the needs we have as individuals and as companies.

“The issue now is to know what kind of solution can be adapted to these specific needs that often arise in companies. Whether at the time of starting up, in their day-to-day operations, when they want to expand or modernize equipment or facilities, or when faced with contingencies or unforeseen events that limit their liquidity and, consequently, put them at risk,” Rodriguez points out.

Regarding the range of options for FinTech companies in Mexico, the National Commission for the Protection and Defense of Financial Services Users (Condusef) highlighted that there are three categories of Financial Technology Institutions. Given the characteristics of their services, two of these categories are already regulated by the FinTech Law of the National Banking and Securities Commission (NBSC).

Firstly, and within the companies regulated by the NBSC are electronic payment funds, which are also known as “wallets” or electronic purses that serve to send and receive electronic payments. They also offer accounts and debit cards.

These can be very useful for companies that sell over the counter and require card payment or even those that operate with international transactions. Several of these include exchanges in international currencies and even cryptocurrencies.

Crowdfunding is another group of companies regulated by the FinTech Law. They are crowdfunding companies to offer financing through debt, equity, and co-ownership or royalties, for different projects. The most common financings are for real estate developments, companies in different sectors, and even for film productions and social causes.

But in addition to those already mentioned, there are also innovative models, which are financial services institutions with different modalities to those established by the FinTech Law and therefore do not require regulation or already have a previous framework and are only being optimized by technology.

This includes factoring, with platforms that allow the contracting of financing schemes based on the purchase of invoices to obtain working capital in the short term. They can work for exports or domestic sales.

“These FinTechs should not request collateral or goods in guarantee, as they do not involve debt acquisition, but a commercial transaction,” Rodriguez explains. “They usually include commercial insurance that evaluates clients and risk profiles that prevent fraud and risk of non-payment.”

Financial solutions for businesses are another important factor here. These are software applied to business management and accounting and invoicing systems, including personal finance and financial consulting.

Above all, these are platforms applied to advising individuals on financial service providers. And finally, InsurTech, platforms through which it is possible to quote and compare insurance options for different types of coverage, such as auto, major medical expenses, and commercial, among others.

“In general, one of the main advantages offered by FinTechs is that they allow for greater control of income and expenses, convenience in making payments/collections, and direct debits,” Rodriguez explains. “In addition, having more accessible insurance coverage after having compared and chosen the best option and, just like that, the possibility of comparing a wide range of possibilities.

Whichever option you choose, it is important that it shows you in a clear and transparent way the scope and limitations of its services, to perfectly know its net commissions and the conditions to acquire the financing to know if, indeed, they represent a safer, more competitive and efficient alternative.

Aaron Rodriguez explains how to detect problems with efficiency in the workplace

Generating good results, optimizing processes, reducing costs, and increasing productivity, quality and profitability are the objectives of any organization. While this may be a challenge, the answer lies in process management. To do this, it is necessary to identify inefficient processes in your organization. Aaron Rodriguez applies his knowledge as a business optimizer to discuss how to identify problems efficiently in the workplace.

Business activities must be taken as key processes. It is a culture change and should be part of your organization’s quality policy. Process management is a methodology for continuous evaluation, analysis, and improvement of the performance of the processes that have the greatest impact on the satisfaction of customers and other interested parties, such as Senior Management and Shareholders.

“Process management seeks to align the organization’s functions with customer needs, promoting an environment conducive to change and continuous improvement, as well as organizational growth,” Rodriguez explains. “To achieve efficient process management, organizational activities need to be treated as processes and not as functions, departments or products.”

Even so, this is not always the case. You may be making mistakes that allow you to identify inefficient processes in your organization. Indications that process management is failing can be seen in a lack of planning. This prevents you from implementing strategic actions within your organization. The strategic vision must be translated into goals and performance frameworks that make oversight and monitoring possible.

Involving employees and having a work plan and a defined methodology are crucial steps in process management. Managing communication within the team is as important as any other process within your organization. Identifying its elements, the possible forms of communication, and the parties involved is the first and perhaps one of the most important steps.

If information is treated as relevant, communication will flow and knowledge will spread much more efficiently. Meetings should be regular and have a predefined guideline that makes them objective and effective.

With individual objectives and goals, areas seek to optimize their performance without considering the overall competencies and performance of the organization as a whole. When competition is observed instead of cooperation between areas and departments, a lack of synergy is evident. An example of this is when there is a lack of synchronization between the production and commercial areas, which is why the factory cannot meet customer orders.

Replacing a defective product when a customer complaint is filed, as the only corrective action to a nonconformity incident, is the best example of a lack of preventive culture. Although the change solves the customer’s dissatisfaction (sometimes only temporarily), this action does not affect the production area. It prevents taking preventive actions, such as investigating the origin of the problem, and solving it so that it does not happen again.

An organizational culture focused on blame occurs when the organization’s mentality only seeks to find the culprits, without attacking the causes and origin. This causes inefficient processes not to be identified, which makes them recurrent.

Corrective actions in these cases end up being palliative since they usually do not treat the origin but the symptoms of the problem. A clear example of this is firing an employee who has made a mistake without establishing whether the mistake was due to a lack of knowledge of corporate standards, or because the employee did not receive proper training.

“Normally, vertical structures end up being inefficient in decision making and problem-solving, since initiatives must be submitted for approval at many hierarchical levels before being implemented,” Rodriguez points out. Inefficiency is characterized by the fact that people do not have the information and authority levels to carry out activities and meet demands on time.