Business intelligence is old school. Business analytics is new school. Sport business analytics is finally going to school. In the past decade, interest grew beyond the 100 or so nerds at the first MIT Sports Analytics Conference to sellout crowds (>3000 geeks and wannabes) today. At the same time, courses and programs have emerged to educate tomorrow’s sports business analysts.(…)
How to use customer relationship management practices to add, build, and maintain relationships with fans.
As technology rapidly moves forward and clients become more savvy using social media and mobile technology, we need to adapt the way we conduct our ticketing business. Premium seating, in particular, deals with ample amounts of data from proposals from salespeople, accounts, data, contracts, and paperwork. With all of the fancy mobile devices, apps, and(…)
Corey Gaines, head coach of the WNBA’s Phoenix Mercury, runs a fantastic clinic each season for local coaches. A great college and pro player himself, Corey always talks about leaders he played for and the effect they had on him. One of Corey’s favorites is Pat Riley. With Riley, the devil was in the details – it(…)
How can CRM fail? Numerous studies estimate that somewhere around 50% of all CRM implementations ultimately fail. That’s scary. Why do CRM implementations fail? User adoption is usually at the top of the list of most of the articles on the subject. The recurring theme is reps and managers need ongoing CRM training to fully benefit(…)
Cover photo courtesy of aeonday.
Are you using your CRM system to project final renewal numbers? Are you able to identify accounts that might be harder to renew? The Way We Were In 2012, during my first renewal campaign with the Houston Astros working with then Director of Season Ticket Services, Alan Latkovic, our “CRM system” was an Excel spreadsheet(…)
With insights from the Texas Rangers, Milwaukee Brewers, Oakland A’s, and San Diego Padres Whether you work with Microsoft Dynamics, Sales Force, or any other system, the key to maintaining a quality database system lies in the validity of data. Teams constantly struggle with data from different sources. For example, at the Texas Rangers, we(…)
Get to know your staff No two sales staffs are going to be exactly the same. No two reps on your staff may be the same. In order to achieve the level of acceptance that you want, you have to make the system do what they want. That means getting to know your salespeople. My(…)
How Do You Know it’s Time? Answering these five questions can help you know if it’s time to update your CRM system. Are we fully utilizing our current CRM system? Have we researched new systems? Do we have the budget? Is the new system easy to train? Can we upgrade the system and minimize interruptions in sales?(…)
Every sales manager wants the team to sell more full season plans, lower level seats and premium inventory. In-depth metrics allows you to reinforce and hold reps accountable to the goals and objectives your department wishes to achieve instead of saying the basic anecdote of “sell more X.” The most important metric is total revenue(…)
Teams constantly research to find new data sources to enhance business. Data is the life blood of the organization. Data provides the ability to make key decisions based on factual information rather than projections based on personal experiences. Big Data Questions Some of the biggest questions teams face when finding new data sources include: Now(…)
Connecting Fans What is customer service? Customer service is taking an ordinary situation and making it extraordinary. At Oklahoma State University, we implemented a newly developed retention program to build long-term relationships while providing supreme customer service. The retention program includes four representatives focused on (1) connecting with the fans, (2) moving fans through the(…)