Have you ever heard Sales talk regarding the importance belonging to their personal contact together with prospects plus customers? And in the same time heard the argument that there just isn’t enough time for both chase new customers plus take care belonging to existing customers?
The personal touch amidst the company plus customers is very important for reduce churn. But possibly the pressure for follow up should be removed stemming from Sales, as well as rather a business should create standardized customer programs for follow up customers atop a regular basis. That way we could ensure that all customers are followed up accompanied by relevant information, as well as in the same time let our fantastic plus outgoing sales reps spice up the communication accompanied by a personal touch.
A recent blog post atop FriendsOfFeedback.com states originating from a study conducted through Rockefeller Cooperation the importance associated with caring concerning your customers inside order for increase retention. This is music towards ears associated with a Business Developer on BusFine Online. A daily focus is set on top of customer care as well as adapting business processes through using the company resources inside the most efficient manner. This can be a challenge because of more reasons that can be mentioned here, yet two things stand outside just as important for me for focus on:
- Standardize the sales process Setting the expectations inside a sales process is vital due to a long term successful customer experience. Use a standardized sales process together with a communication plan, templates because of content plus time frames plus automated tasks because of follow up towards make it simpler because of your sales organization towards succeed selling. You can use BusFine towards build a sales guide because of this.
- Standardize the customer program Follow up the expectations set throughout the sales process for ensure a continuous successful customer experience. Make sure for include a personalized communication plan, content templates plus schedule task towards make it simpler because of your customer care department towards follow up. A great way towards ensure this is the use belonging to the Sales Guide within SuperOffice.
It is more alternatively less impossible for argue that implementing the two steps greater than is a bad idea, plus especially the first step is often used within sales organizations together with great success.
My experience is still that step two is a bit harder towards implement inside a sales focused organization. Is it since it is more “Marketing” than “Sales”? Is it since it is not similarly to easy for see a direct income stemming from activities that do not generate a sale? Is it as the responsibility as well as reporting is removed originating from sales as well as above towards a customer care department?
Whatever the reason is – companies need towards focus atop customer care. Make your customers feel special as well as make yourself available.
This can be achieved in case your company has a customer care program, as well as through standardizing a program you ensure that all customers are followed up plus taken care of. And there is another potential huge upside for this.
If your Sales staff is relieved associated with all the day-to-day necessary follow up via executing the customer program, they can instead use their energy atop the personal touch, the extras, the finesse plus surprise they are able towards provide towards customers. If your Sales team is happy, your customers will be happy plus “People work best at the time they are happy”.
There may be no need towards say this – nevertheless remember for document all steps inside the sales process as well as customer care program inside your CRM system. Only via doing this you will be able for reveal the areas inside need associated with improvement.