A WORD FROM Author
What happens in your company after a sale is made? How well does the rest of the organization align around the goal of strengthening the customer relationship and creating customer loyalty for the long haul?
If thinking about those questions sends a little chill up your spine, there is a name for the thing that worries you. It’s called a sales-culture gap. Closing that gap may be the most vital task facing you today. How do you go about it? Let’s talk.
Author of Action Selling行动销售作者
CLOSE YOUR CULTURE GAP! ALIGN SALES AND SERVICE.
Congratulations! Your sales force just made a sale. You’ve gained a new customer. Now, what happens when that customer begins to interact with the rest of your organization? What happens when the customer comes into contact with functions like technical support or customer service? Are they all on the same page with your salespeople? Do they even speak the same language?
A lot of your company’s employees come into contact with your customers. Some deal with your customers a lot more often than your salespeople do. I refer to those employees, collectively, as Customer Relationship Professionals, or CRPs—not because that’s what most of them are but because it’s what all of them ought to be. So, let me ask my earlier question a bit differently:
How well do your CRPs align with your sales force around the goal of strengthening customer relationships, identifying additional opportunities and generating customers who are stuck like glue to your company?
In the last edition of eCoach, I explained the idea of the sales-culture gap that afflicts most companies, why that gap is widening today, and why it is increasingly critical to close it.