As we all know, this issue normally occurs within a company with a strong retail basis. As what happened in my previous company, we have this kind of issue
Mainly derived from the difference of point of view by both parties :
1. Sales force are looking for loyalty from the customer to ease their long-term job (even if sometimes the necessary information for the following selling process is not complete, they just don't care with the excuse that it's not in their KPIs)
2. Customer service point of view, the more customer they have, the heavier their work will be (especially with the uncomplete data they get from the sales force regarding the customers information)
I am just wondering, last week when we were discussing about customer loyalty, whether customer loyalty can be achieved if you still have this kind of disputes within your company?
Please share what you think...
2 comments:
Sales force and customer service are not two distinct functions. Actually, customer service itself is a big sales tool. By organizing effectively, the company can not only retain its current customers, but also can sell additional products or services to them as well as get new customers.
Customer service center/Call center is a big business. Because of high cost and HR problem, most businesses are tending to outsource their customer service today.
Very true Saruul. A simple analogy here... For a car to reach its destination all the key spare parts (like engine, gears etc) have to be functional and should work in synergy. If either of these parts does not work in harmony the car may function for a while but in the long run there will be issues.
Ok now if the analogy didn’t make any sense… let me explain. Just like Saruul has pointed out Sales force and customer service are all part and parcel of the same organization. End of the day their objective is to create value for customers and be profitable. If these departments do not work in unison to achieve the above mentioned objectives, very soon they will incur losses and even run out of business or at the very least have a high level of unsatisfied customers complaining in complaints.com.
One of the good tools available to help form that synergy and generally have a good CRM system is Salesforce.com. Do check out their demos (I had to fill up a form, I am not sure if you can view their demos without filling it.) Anyways here`s the link https://www.salesforce.com/form/demo/csm_conf.jsp
If you still did not get the point… The Moral of the story is `United We Stand, Divided We fall` ;-)
PS: You don`t want to be another Microhard or Bomcast.
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