Sales Success is a Teamwork. Here’s How. (Mixing Digital sales with On-field sales – Part 2)
Things are shifting to a new
normal. Sales leaders have recognized the importance of strategy. Revenue
generation has new challenges now. Though the present time look tough, there
are fair chances to innovate new methodologies to convert the crisis to an opportunity.
We have discussed how business
strategy is a strong pillar that supports the future
of the organization. Let’s get in-sync with the next phase!
One of the major confusions
organizations with in-house sales functions commit is, mixing the sales and
service team together and correlating the success of these two parameters.
Sales Success is different from the customer success. AOB India is a sales outsourcing company in
India that has been doing sales for companies from various domains for
the past 6 years. They believe that a strong partnership between sales and
customer success is absolutely critical to any company’s success.
While this relationship is a
crucial one, it’s also a difficult one. Many companies are still struggling
with the knowledge transfer process between sales and customer success, which
can easily derail efficiency and cause strain on the key relationship between
the sales and customer success teams.
Transferring account knowledge from sales agents to
customer service manager
As sales agents work an account,
from the sales development manager first interacting with the customer to the client acquisition
manager closing the deal, they develop a deep understanding of the customer.
They understand the catalyst for the customer acquisition and every step that led up to it.
This information is critical for
closing the deal, but its value doesn’t end there—it’s just as vital for
customer retention and expansion. The digital and marketing team could help
targeting the consumers and promote the product. IT team may continue tracking
the sales team and analyze the progress. But after the customer acquisition is successfully done,
what counts now is customer retention. The customer retention depends
completely on the client’s success. Hence, whether or not an account is renewed
depends on whether or not the product fulfills the business objectives identified
during the customers’ purchasing process.
The sales outsourcing company, AOB India, believes
that it is important to time-to-time interact with the customers to get
information on their experience. It is important to analyze rows of data and
connect the dots with the stories that sales agents have painstakingly pieced
together during their numerous interactions with a customer.
As a result, the customer service
team is not simply left to rediscover the key players and relationships
involved in an account. The duplicative work is thus avoided with more
efficient communication.
Bridging the gap
What if all those account
knowledge lived somewhere besides the sales agent’s brain and an overcrowded
data sheet—somewhere accessible to both the sales and customer service team?
AOB India, believes in the science of sales. The introduction of technology is
important in sales; this is one of many things that 2020 has taught us. SpotOn,
a sales tracking app developed by AOB India keeps a track of all the sales
function and has all the information regarding every meeting documented in it.
This helps the top sales
management understand the positive and negative relationships and how the sales
agents had navigated those to close the deal. Together, the sales agents and
strategy team devise a plan of action to engage with the customer to support a
successful revenue generation model. It’s a win-win that strengthens the
ability to serve the customer as well as the relationship between the two
teams.
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