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缩小文化差距!协调销售和服务

作者:佳佳棋牌app 发布时间:2020年11月19日 浏览: 3429

A WORD FROM Author

作者有话说

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?

贵公司在销售完成后发生了什么?组织的其他成员在加强客户关系和建立长期客户忠诚这一目标上做得如何?

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.

缩小你们的文化差距!协调销售和服务

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?

恭喜您!您的销售团队刚刚成交了一笔生意。你获得了一个新客户。现在,当客户开始与您组织的其他成员进行交互动时,会发生什么呢?当客户接触到技术支持或客户服务等职能部门人员时会发生什么?他们都和你的销售人员意见一致吗?他们甚至会说同样的语言吗?

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:

你公司的许多员工都与你的客户有联系。有些人比你的销售人员更经常地和你的客户打交道。我把这些员工统称为客户关系专家,或者CRPs——不是因为他们大多数人都是这样,而是因为他们都应该是这样的人。所以,让我换个角度来问我之前提到的问题:

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?

您的CRPs与您的销售人员一致的目标是如何加强客户关系,识别其他机会并产生像胶水一样粘性与贵公司的客户保持联系?

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.

在上一期的eCoach中,我解释了困扰大多数公司的是销售文化差距概念,为什么这种差距现在正在扩大,以及为什么缩小差距变得越来越重要。

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