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Psychology of Technology: Bridging the Gap Between Managers and Sales Associates

New, Intelligent Business Management Software Unites the Powersports Team

 Blog - Software Psychology“Be more concerned with your character than with your reputation, for your character is what you are, while your reputation is merely what others think you are.” ― Dale Carnegie, How to Win Friends and Influence People

What does psychology, technology, leadership quotes and sales teams have to do with one another? Well, stick with the process (hint hint)'re about to find out.

Problems of the Past: Introducing A New Powersports Platform to the Team

In the past, CRM software for businesses inside and outside the Powersports industry has been incredibly useful tools for data analytics that provided managers with a new level of understanding and control over the sales process. However, when initially introduced to the sales team, most CRM software implementation has traditionally been somewhat of a flop. The most difficult aspect of adopting new sales and marketing technology into your dealership has been enforcing your team to actually use it.

Enter PSXDigital’s artificially intelligent, fully-integrated CXMAi platform. The first and only Customer Experience Management (CXM) technology is structured to facilitate the most psychologically powerful teachings from some of the business industry’s greatest minds, overcoming the limitations of past technology when it comes to building your team, inspiring action, and achieving results. 

Looking to Leaders in Psychology, Business Management, and Team Building

We can learn a lot by looking to some of our greatest authors. In business management, two such intellectuals are Steven Covey and Dale Carnegie. Though their methods may be as different as apples and oranges, each has its place in the Powersports industry. And each can teach us a thing or two about where software in the past has failed to unite sales teams and inspire productivity.

Steven R. Covey

A motivational speaker and superb business management lecturer, Steven R. Covey was named by Times Magazine as one of the top 25 most influential people in 1996. Covey earned a Bachelor of Science degree in the field of business administration from the University of Utah, as well as an MBA from the Harvard Business School at Harvard University. Among his many achievements, Covey received The National Entrepreneur of the Year, a Lifetime Achievement Award for Entrepreneurial Leadership. 

In 1985 Covey established the “Covey Leadership Center” which, in 1997, merged with Franklin Quest to form FranklinCovey, a company aimed at providing training and productivity tools to individuals and to organizations. Their mission: to “enable greatness in people and organizations everywhere”.

Steven Covey is most famous for his book The 7 Habits of Highly Effective People.

Steven Covey’s Core Values : In his books and lectures Steven Covey emphasizes the importance of developing thoughts and behaviors that follow a strict moral and ethical compass, which prioritize the truly significant aspects of life, and facilitate meaningful relationships that empower employees to operate on the highest level of human cooperation - interdependence.

Dale Carnegie

Dale Carnegie was an American writer and lecturer who developed many famous courses in the areas of salesmanship, corporate training, public speaking, self-improvement, and interpersonal skills.

Dale Carnegie is exceedingly famous for writing the 1936 book How to Win Friends and Influence People, which is still tremendously popular today in business and sales. Dale Carnegie’s methods of influential interaction are especially powerful for sales associates and managers in the leisure and luxury industries, such as Powersports and motorsports, because they facilitate genuine trust and receptivity in customers. 

Dale Carnegie’s Core Values: In his books, Carnegie explains that it is possible to manage the behavior of the people with whom you are interacting, by changing your own behavior towards them.

Steven R. Covey, Dale Carnegie, and the Powersports Industry

Steven Covey and Dale Carnegie address two very different aspects of Powersports business productivity. While Steven Covey’s methods are best for developing team unity, Dale Carnegie’s tactics can give any salesperson a hyper-competitive, yet highly personable edge. 

Behind the scenes of every Powersports business lies a team dynamic. The relationship between team members - employees and employers specifically - is like a system of gears. A team is only as powerful as it is united.

Steven Covey’s philosophy is that powerful managers are those who conduct themselves in such a way as to inspire employees to greatness and interdependence, rather than to pressure them into mediocre performance by facilitating dependence. A manager of this caliber is honest, trusting, calm, and willing and able to see the strengths in their employees. Employees respond to this manager with a will to impress, a drive to prove themselves, and a sense of pride in being part of a company that values the individual. 

“Dependent people need others to get what they want. Independent people can get what they want through their own efforts. Interdependent people combine their own efforts with the efforts of others to achieve their greatest success.” – Steven R. Covey

Most unfortunately, this is where CRM software in the Powersports business has failed, traditionally speaking. Most CRMs treat employees like robots that are to be micro-managed by over-bearing bosses and used as vectors to analyze each customer in order to collect as much data as possible, in a way that seems very unnatural to both the sales person and the customer. These software tools are often confusing, complex, and unintuitive to use. As a result, using them often becomes less of a priority for the sales team, and reports become factual evidence to be used by frustrated desk managers to fight the sales team’s apparent lack of initiative. 

It isn’t necessarily the fault of the sales team, however. In his book How to Win Friends and Influence People, Dale Carnegie discusses the importance of analyzing and observing the behaviors and motivations of others during a conversation, and responding with natural eye contact, body language, and actions that inspire positive behavioral reactions. In case you haven’t read the book, here are a few of the core concepts that Carnegie teaches: 

  • Become genuinely interested in other people.
  • Let the other person do a great deal of the talking. 
  • Make the other person feel important – and do it sincerely.
  • Arouse in the other person an eager want.

Most salespeople understand this at an intuitive level. Running back and forth between a customer and a computer screen is not only unnatural, but it also alienates the customer, demeaning them to the level of an objectified asset, rather than a real person with real feelings and desires. It’s natural for a socially inclined salesperson to shy away from technology that would drive a wedge between themselves and their customers.

How PSXDigital Bridges the Gap Between Team Members and Management

The secret behind PSXDigital’s psychologically intelligent platform design is automation and accessibility. Unlike the clunky technology of the past, PSXDigital’s CXMAi platform is accessible from multiple devices including your iPad, laptop, desktop, and mobile phone. It can be accessed from multiple points at once and syncs in real-time between devices. This is enormously helpful for both the management and the sales team, because it enables the system to accumulate data from multiple sources or salespeople at once, and present an updated, unified impression of that data to management. 

What’s more exciting about this process, however, is how easy and natural it is to use for the sales team. CXMAi is not a system that gets shunted to the side to later be used as means to reprimand employees. It's a solution-based platform that facilitates a more cohesive, natural sales conversation, and a streamlined process for sales associates. The technology isn’t bad news for employees. It’s an indispensable asset and a new way of life.

By using CXMAi, sales staff can quickly and easily check a customer in and gather immediate data without ever having to leave the customer unattended. By casually, naturally referencing their smartphone, savvy sales associates are able to pull up highly relevant data, quickly store useful information about the customer, and instantly deliver crucial information to answer questions. The system is so intuitive and user-friendly to use that a salesperson could easily carry on a conversation with the customer, and never break stride. It makes sense, therefore, that salespeople are just as eager to use PSXDigital's CXMAi platform as their managers. 

PSXDigital heralds a new age in Powersports technology. One that uses artificial intelligence, cross-platform unity, and automation to unite a team from the inside out and empower employees to create salespeople that shine.

Answering Questions about Powersports Business Technology, Platform Management, and PSXDigital's CXMAi

Where can I get business management software for Powersports?

Click REQUEST A DEMO below for a quote regarding PSXDigital’s CXMAi platform, which handles business management, customer experience management, lead generation, SEO, and more, specifically for the Powersports industry. 

Is it worth it to buy management software for my business?

In the case of PSXDigital, absolutely! You’ll be paying a minimal amount of money for an all-in-one platform that can do much more than any single software or employee, and also serves the purpose of boosting the productivity of your other employees, automating high-quality lead generation, enhancing your online marketing, and facilitating communication between your sales team and managers. 

What is CXM? 

CXM (or CEM) stands for “Customer Experience Management”. It’s a system used to track, oversee and organize interactions between a customer and a company throughout the customer lifecycle. CXM helps businesses to consider the perspective of the customer when making decisions. 

What is CRM? 

Customer Relationship Management (CRM) is a term used to describe the technology that is responsible for managing your company's relationships with customers. CRM combines business strategy with software systems and software processes to help build long-lasting relationships between a business and a customer.

What is the difference between a CXM and a CRM?  

CRM software helps to track a customer’s data in order to use that data to form valuable statistics. CXM software is more concerned with the experience that the customers had while interacting with your Powersports business. While CRM is more quantitative, CXM is more qualitative.

PSXDigitals' CXMAi is a CXM that includes CRM. By working together, CRM and CXM software can produce powerful results that help businesses to analyze data, and gain actionable insights, by interpreting that data through the personal lens of the customer’s individual wants and needs. 

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