Here’s something curious: Many companies have completely different cultures and procedures for their customers depending upon which department is interacting with them.
The manner in which salespeople engage potential new customers when trying to win new business is often light-years removed from how these same customers are serviced by the company only months later.
It’s no surprise that in the course of my research for my bookThe New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business I learned that this strategy doesn’t produce good results.
You win customers by focusing on their needs. You keep them the same way.
No Replies to "The Sales and Service Disconnect"