All of sales and marketing is obsessed with winning the next customer. Meanwhile, many businesses are hemorrhaging as many as one-in-four customers annually. The simple message of delivering on promises and keeping existing customers is a familiar one for most managers, yet issues of customer service and satisfaction receive only lip service. Organizations need to [...]
You probably believe that customer satisfaction is very important. However it is becoming increasingly clear that it is not. The problem is that what customers say and how they act with customer satisfaction surveys (although important) being a poor predicator of buying behavior or customer loyalty. So, the pursuit of customer satisfaction as the end [...]
Sales and marketing has long suffered from a split personality. This is often described in terms of the hunter and farmer. The hunter persona generally typifies the traditional view of the sales professional that aggressively seeks out customers in a proactive manner and rules supreme when there is buoyant growth in the economy. The farmer [...]
Ensuring repeat sales and developing a long-term relationship with clients revolves around one simple but rarely completed equation — Promise = Performance. While getting the first sale involves making promises, securing the second sale requires keeping them. Salespeople often feel they will lose a sale if they don’t promise enough, but often lose out on [...]
With lengthening sales cycles, the salesperson is likely to be under pressure once the deal has been signed to move on to close the next opportunity. However, the danger is that those involved in the negotiation have moved on at a time when buyer anticipation and anxiety is at its greatest. Buyers often complain the [...]
The first sale involves making promises, while the repeat sale requires keeping them. This is at the core of why many customers are lost. Promises made and expectations set during the sale have not been meet. Customers are lost when the promise is greater than the product, or the performance. There are lots of words [...]
The reality is that organizations are increasingly rigorous in evaluating vendors. Purchasing departments in some cases require that a vendor assessment is completed employing a standard template as follows: Buyers tell us, however, they are rarely asked by suppliers about such evaluation procedures. That means suppliers are making assumptions about how they are being evaluated. [...]
The key activities associated with account management are listed and explained below. Are they being undertaken within your organisation?…
The reality is that organizations are increasingly rigorous in evaluating vendors. Purchasing departments in some cases require that a vendor assessment is completed employing a standard template as follows: Buyers tell us, however, they are rarely asked by suppliers about such evaluation procedures. That means suppliers are making assumptions about how they are being evaluated. [...]
Over the past decade companies developed an almost insatiable appetite for new customers. Meeting this need required more salespeople, campaigns and marketing. The irony is that most businesses would not have needed so many new customers if they could have kept more of those they had won. A whole industry has developed to meet the [...]
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