All posts in Customer Relationship Management
For businesses reliant on sales volumes, a decline in sales can have a disastrous result on the health of the company. Some early indicators of a decline could be leads falling through cracks, customers leaving positions, and territory disputes that arise within the sales team.
Customer service used to be easier when it was all about bricks and mortar stores. You could actually meet the customer and give him your undivided attention. And in the event something went wrong, it was always possible to rectify the situation on a face to face basis.
But all this has changed in the modern world. Businesses and customers are located across great distances and often, the only thing bridging them is an online connection. So how then in this digital world, do you manage to service the customer and more importantly, salvage a broken relationship?
Today more than ever, it’s important to close the gap between what customers expect and what companies deliver. Given that CRM and social tools make for instant results, the customer has rightfully set his sights on higher levels of customer service.
No matter the product or service you sell, every sale will follow a similar pattern, known as a sales cycle, and a successful salesperson will understand the need to work through each of the steps to get to the final result. But the most important in all these steps is engaging your ‘lead’, without whom there cannot be a close.
When you think of the AAA, customer retention is not something that comes to your mind. The ‘auto club’, as it’s known to members, has been around since 1902, and […]
They say you learn from your mistakes, but in the current economic and virtual climate we live in, a single mistake can lead to a company’s ultimate demise!