Company: eMazzanti Technologies
Location: Hoboken, NJ
CEO: Carl Mazzanti, CEO
Size: 10 employees
What the company does: IT consulting services for businesses ranging from home offices to multinational corporations.
The best practice: eMazzanti’s sales and marketing starts with its best prospects: its current customers. A consistent 95 percent (or higher) customer satisfaction rate has led to a high retention rate, and therefore a steady base of sales—and lots of referrals.
Those referrals, according to eMazzanti, allowed the company to grow in double digits every year over the past decade. One way customer satisfaction is measured is through eMazzanti’s Trouble Ticket system, which ensures a fast response to customers, and solicits instant feedback. This information is accessible to company employees via internal dashboards. Deep relationships with OEM partners like Microsoft and HP have led to worldwide exposure at marketing events and an opportunity for eMazzanti customers to use leading-edge technology in case studies. The company has also invested considerable resources in its employees, leading to a zero turnover rate over the past four years.
Why it works: “Happy employees help lead to satisfied customers, which are at the core of great sales and marketing,” says CEO Carl Mazzanti. “Customer referrals have consistently helped us take market share.”
Lee Lusardi Connor is a business writer and editor. She can be reached at LeeLusardi@gmail.com.