Aligning_sales_service_for_better_client_retenetion

Aligning Sales & Service for Better Sales & Client Retention

By / / Blog, Customer Service, Sales Driven Organisations, Selling Better, Teamwork

In 30 seconds

Aligning sales and service teams is vital to healthy client relationships and maximising sales opportunities. While marketing focuses on communicating to groups through branding and advertising, sales and customer service talk to individuals. Despite their interdependence, these teams often work in silos and have different key performance indicators. This separation can result in lost clients and hinder business success. To address this, organisations have to develop collaboration between sales and service teams. By working closely together, these teams can nurture client relationships and respond promptly to their needs. Selling in the team is equally important as selling the product, service, or solution.

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selling-is-everybodys-business

Selling is Everybody’s Business

By / / Blog, Customer Service, Sales Driven Organisations, Sales Results, Selling Better, Success

Selling is everybody’s business. Any organisation that wants better sales results need to start by recognising this.

Selling has to be a whole business focus. Every person in a business needs to understand and acknowledge that we are all in sales now. Everyone, from production, credit, procurement to post-sales service, is part of the sales value chain.

Customer service

What better example to illustrate this point than customer service? How many clients are lost each year due to bad customer service? Research across the world shows that anywhere from 65% to 91% of clients that have a bad experience with customer service will …

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Soft Skills, Selling, and Micro-credentials

By / / Blog, Customer Service, Education in Sales, Life Skills, Sales Skills, Sales Training, Selling Better

How systematically are you and your team developing Soft Skills?

Soft Skills are now seen as the new hard skills for the 4th Industrial Revolution. They are referred to as employability and enterprise skills. They are transferable between industries and occupations. Soft skills include things such as communication, teamwork, and problem solving, as well as emotional judgement, professional ethics, and global citizenship. These universal soft skills also form the foundations of good selling and customer service.

Deloitte Access Economics forecasts that soft skill-intensive occupations will account for two-thirds of all jobs by 2030, compared to half of all jobs in 2000. The …

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The many ways of saying ‘no’ to a client

By / / Blog, Customer experience, Customer Service, Human-centred, Sales Driven Organisations

AND WHY IT IS IMPORTANT TO GET IT RIGHT

Ever wondered how your team or your colleagues convey a “no” to their customers when necessary? Or how consistent this kind of communication is across different account managers? Here is a real-life example, copied and pasted from the original emails.

Background: A bank customer asked his bank to reorganise his home loans, no change to the overall amount, just shifting the various parts to accommodate evolving market conditions.

In response to this request, the client was sent a new set of Terms and Conditions to sign. These new T&Cs included a paragraph about the …

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is-it-easy-to-deal-with-your-business

In your clients’ shoes: is it easy to deal with your business?

By / / Blog, Brand & Reputation, Customer experience, Customer Service, Human-centred

I don’t think people will find it surprising that in the last year, in particular, business leaders – those leaders of corporations and big business- have been focusing on making managing and dealing with clients more ‘efficient’ for their businesses. We all know that means automating as much as possible.

This is not new, businesses, especially those in B2C markets with lots of consumers like airlines, travel operators, banks, telcos, energy providers, and so on have taken on customer automation with gusto but it seems to have gone to the extreme. The extremes of customer automation now make it virtually impossible …

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kick start your sales growth

Seven Things to Kick Start Sales Growth in the New FY

By / / Assessments, Attitudes & Behaviours, Blog, covid-19, Customer Service, Education in Sales, Learning and Development, Opportunity, Remote selling, Sales Growth, Sales Leadership, Sales Results, Sales Skills, Sales Strategy, Sales System, Sales Tips, Sales Training, Strategy

No mucking around. Let’s get straight to the point.

Things have changed -dramatically- as a result of COVID with new opportunities and markets emerging, old ways of doing things in decline, leaders and teams needing to rethink how we do business, and customers trying out different ways of buying and engaging with suppliers. There’s no time to stand still it seems, but that is what we need to do sometimes to catch our breath, reset, and look at what we need to do next.

So here are 7 things you can do to get real sales traction and sustainable sales and business …

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Why Customer Service Teams are your new salespeople & profit centre

By / / Blog, CRM, Customer experience, Customer Service, Sales Driven Organisations, Sales Results

Did you know that most businesses are unaware of the repeat business and new sales opportunity potential that lies within their customer service teams?

There’s a stat going around that says around 65% of business sales come from repeat customers. There are various sources given for this information, mostly based in the US. This percentage would vary between industries, business size, etc.; however, no matter how big or small that percentage is, the fact is that most of those sales are realised by customer service teams, not sales teams.

Did you also know that customer service management is much more critical than …

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difficult-or-just-different

Customer Experiences – Difficult or just different?

By / / Attitudes & Behaviours, Blog, Common Ground, Communication, Customer experience, Customer Service, Human-centred, Solution Selling

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The Unsung Heroes of Brand Success

The Unsung Heroes of Brand Success

By / / Blog, Brand & Reputation, Collaboration, Customer Service, Marketing, Sales Training, Success

“Mirror, mirror, on the wall, who is the greatest of them all?”

The majority would cry Brand of course – brand maketh the company. This includes brand aesthetics, logos and messaging (branding and promises), product design, marketing activities (advertising, social media, etc.), brand recognition, and so on.

When we talk about famous successful brands such as Apple, we know that they have big – read huge – marketing budgets. They have invested heavily to make it just right. Those most successful, like Apple, have also managed to create a large loyal following base which makes them the greatest of them all.

The power …

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how-do-we-enable-our-pilots-and-crew- to-land-safely

How do we enable our ‘pilots and crew’ to land safely?

By / / covid-19, Customer Service, Opportunity, Sales Coaching, Sales Consulting, Sales Leadership, Sales Psychology, Sales Skills, Sales Strategy, Sales Training

As a Learning and Development professional you can ensure your “pilots and crews” not only perform well during normal operations, but can also be equipped with the right training, coaching and support when the crisis hits.

Whether your business has been affected by the COVID-19 crisis directly or through the ripple effect along the supply chain and out to customers, your sales and service staff and their leaders are probably worried now -both personally and from the business point of view- about how to manage sales and service operations remotely with the disruptions the crisis might cause …

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