The Keys To Retaining and Losing Your Customers
Understanding the Sales Force
JULY 10, 2023
It's been quite a while since I've written an article about the role that customer service plays in the retention and renewal of customers and accounts.
This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.
Understanding the Sales Force
JULY 10, 2023
It's been quite a while since I've written an article about the role that customer service plays in the retention and renewal of customers and accounts.
Understanding the Sales Force
JULY 10, 2023
It’s been quite a while since I’ve written an article about the role that customer service plays in the retention and renewal of customers and accounts. Some products are so exclusive, and so desirable, that crappy customer service might not even stop you from buying again. Target does the same thing.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Understanding the Sales Force
JULY 6, 2022
As we wade deeper into recession, you will certainly agree that there are two things you must not lose: Customers/Clients. Good/Great Salespeople. I conducted a Google search for "why salespeople quit their jobs" and was surprised to find more than 6 million results for that query!
Understanding the Sales Force
OCTOBER 16, 2012
A small company would have found a way to do that because they cherish every customer and wouldn't want to lose even one. When it reaches the point where they show their customers that they really don't care about their customer's experience , the customer will have been well sold on defecting.
Understanding the Sales Force
FEBRUARY 16, 2016
But in this case, there is an even better comparison to strategic account management and customer service. Prospects have expectations - for the meetings, salespeople, products, services, prices and terms that a company will offer up during your sales cycle.
Understanding the Sales Force
NOVEMBER 23, 2015
Last week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools. In most cases, customer service tends to be vanilla, bland, and although professional in its approach, it is typically highly unspectacular.
Understanding the Sales Force
MAY 21, 2012
This is a tremendous example, and not the least bit unusual, of how non-selling, customer-facing employees, sell. Despite two effective customer-facing people doing their part on selling us to return, one was horrible and not so subtley sold us on not returning.
Understanding the Sales Force
OCTOBER 2, 2017
Image Copyright iStock Photos. I just returned from the local car dealer. Have you ever noticed how happy people are when they are buying things? What about you? How did you feel the last time you took delivery of your new car? Was it the new car smell? The finish? The wheels?
Understanding the Sales Force
SEPTEMBER 21, 2020
Most companies don't understand that crappy customer service is really a sales issue. When a company's customer service is thoughtful, helpful, kind and thorough, that great customer service actually serves the sales organization. It becomes easier for salespeople to renew accounts, cross-sell, up-sell and succeed.
Understanding the Sales Force
MARCH 20, 2024
An effective, customized, optimized, multi-stage, milestone-centric, customer-focused Sales Process should be a game changer. On the other hand, most – 85% – of the top 5% of all salespeople – the elite – have sales process as a strength.
Understanding the Sales Force
JANUARY 9, 2024
She avoided the mistake that most salespeople make when they assume that their customer remembers all of the information from prior discussions. The salesperson receives the call or email where the existing customer asks for the price on something. Kudos to the Vet! Why is this important?
Understanding the Sales Force
JANUARY 31, 2024
Generic sales processes can work but custom sales processes work even better. The most important reason to seek outside help to create a custom sales process is that most home-grown sales processes lack crucial stages and critical milestones, without which, predictable results are difficult to achieve.
Understanding the Sales Force
JANUARY 11, 2016
Did you ever look for something you haven't used in quite a while, only to be dismayed when you couldn't find it? Where could it be? Did you lose it? Did the cleaners throw it away? Was it stolen? Did you tuck it away somewhere, but can't remember where?
Understanding the Sales Force
JANUARY 9, 2024
She avoided the mistake that most salespeople make when they assume that their customer remembers all of the information from prior discussions. The salesperson receives the call or email where the existing customer asks for the price on something they may or may not be currently buying from this company. Kudos to the Vet!
Understanding the Sales Force
AUGUST 3, 2022
If you think about territory sales or sales into a specific vertical, reps should be calling on the same customers and prospects all the time. If a rep is selling consumables and/or supplies of some kind, they'll continue calling on those customers who buy. But then what? But what if they aren't selling consumables?
Understanding the Sales Force
FEBRUARY 20, 2024
Every company should have a custom-built scorecard that accurately predicts which opportunities they are likely to win. (A A must-read article about creating custom scorecards can be found here). Numbers help salespeople get to the point in a sales cycle where they can discuss winning an account.
Understanding the Sales Force
OCTOBER 25, 2023
Their customers continue to buy from them because they are happy. The reality is that most of the account managers are glorified customer service reps who provide quotes and proposals. While the Account Manager role and its various variations do fall under the category of sales, let’s be honest. This can work.
Understanding the Sales Force
MARCH 25, 2024
There is a huge difference between the conditions for winning business with an existing customer that favors you, versus a potential customer who favors one of your competitors. When conditions are undesirable, it requires more concentration, harder work, and condition-based decision-making.
Understanding the Sales Force
NOVEMBER 9, 2022
I'm guessing (I did not interview her) the new manager prioritized KPI's and accountability, hiring people who had attention to detail, who were committed to customer satisfaction, and who took personal responsibility. They got a new manager!
Understanding the Sales Force
AUGUST 10, 2022
That makes the IRS larger than the State Department, Customs and Border Control, the FBI (Federal Bureau of Investigation) and the Pentagon (Military) combined. Did you catch the part about arming IRS agents? Did I mention that 70,000 of them will be armed?
Understanding the Sales Force
SEPTEMBER 11, 2023
Recommendation rates will vary due to several factors, including custom criteria for various selling roles, the written job posting which needs to attract the right candidates, and the use of recruiters, who recommend resumes rather than candidates who have the proper selling capabilities.
Understanding the Sales Force
FEBRUARY 10, 2022
Imagine my surprise when the first video described hacking operations as businesses with outbound prospecting operations whose goal is to convert their emails, texts and calls into paying customers.
Understanding the Sales Force
SEPTEMBER 22, 2022
Revealing Study of Salespeople Makes News at HBR Another HBR Article on Sales Leaves Me with Mixed Feelings Top 10 Questions for Salespeople to Ask and Stay Away From What Customers Expect From Your Salespeople and More HBR or OMG - Whose Criteria Really Differentiate the Top and Bottom 10% of Salespeople?
Understanding the Sales Force
SEPTEMBER 20, 2023
There is one topic on the customer experience, and just two for the professional sales and sales leadership audience, and one of the two was written by me. 5 Ways to Build (and Lose) Credibility in Your Sales Emails Why is it Important to Align Your GTM Team? One or two are sales enablement topics.
Understanding the Sales Force
MAY 8, 2019
When you purchase a car, do you consider yourself a customer of the dealer you bought or leased it from, the auto maker, or both?
Understanding the Sales Force
FEBRUARY 9, 2024
The client will hire one of those four candidates because they are all perfect fits for the role, have great selling capabilities, and the desired experience calling on industrial decision makers.
Understanding the Sales Force
APRIL 7, 2014
Customer Service, where the focus may be upselling and/or cross-selling, has been around for ages. In this discussion we''ll focus on group #2, traditional inside sales, where salespeople field incoming calls from existing loyal customers, existing disloyal customers, and potential customers.
Understanding the Sales Force
NOVEMBER 13, 2018
You like your salespeople, they work hard, don't give you any trouble, are positive, don't miss quota by too much, sometimes bring in good customers, are advocates of the company and brand, and are good influences, etc. Salespeople consistently meet or exceed quota or expectations. Many sales managers aren't very good at what they do!
Understanding the Sales Force
NOVEMBER 29, 2023
After I moved all of the legitimate and very illegitimate emails into trash, I identified 26 emails – all from yesterday – that were cold solicitations from BDRs, account managers, customer service reps, marketing reps, and even CEOs.
Understanding the Sales Force
JULY 7, 2014
Call Existing Customers for Referrals and Introductions. I observed that for every three salespeople that would call customers for referrals, there were always two that preferred to make cold calls. Have them each call 5 customers or clients every day for the rest of the month and ask for referrals and introductions.
Understanding the Sales Force
OCTOBER 22, 2018
million salespeople to look at salespeople who are uncomfortable having a financial conversation with their prospects and customers. This article will take the same approach and use the same data from Objective Management Group's (OMG) evaluations of 1.8 The latest data reveals that 60% of all salespeople have this weakness!
Understanding the Sales Force
FEBRUARY 20, 2014
The customer experiences much the same sense of peace, joy and excitement. It has gone on for just as long, may be just as important, and the customer finally got what they wanted. You can relate to the customer side. But for some reason, salespeople prefer to wait until the customer is happy.
Understanding the Sales Force
FEBRUARY 5, 2015
Great salespeople like Mike are effective enough to deal with and close very difficult prospects and as a result, they often have very difficult customers that present challenges that lousy salespeople never, ever have to deal with! Dave Kurlan difficult customers, elite salespeople difficult sales'
Understanding the Sales Force
SEPTEMBER 14, 2014
Over time, selling and our options for connecting with potential customers, moved to a new level. When you attempt to connect over the social networks, email and by phone, are your attempts all the same or do you customize them? Customization takes more work and preparation. That doesn''t sound like it was efficient - or fun.
Understanding the Sales Force
APRIL 29, 2013
Most of the books that are written about great customer experiences only cite best practices by large, well-known B2C companies like Amazon, Apple, Starbucks, and Zappos. People Love You will show you: How to make your customers happy. What to do to keep your customers from defecting to competitors. G et your copy today!
Understanding the Sales Force
MARCH 10, 2014
When clients are feeling the urgency to hire salespeople and too many candidates are not getting recommended their knee-jerk reaction is to change the customized criteria on the role configuration so that more candidates can be recommended. See the normal range of recommended sales candidates.
Understanding the Sales Force
JANUARY 21, 2020
Yet despite the intolerable wait times and ridiculously bad customer service, I return time and time again. At lunch time I order ahead using their app but on that cold New England morning I'm not getting out of the car so I'm going to live or die by the drive thru.
Understanding the Sales Force
MARCH 13, 2013
A salesperson told me he met with a customer that had taken their business to a competitor because of price. The Salesperson Comes to You Having Said This to the Former Customer. “If Need for Approval caused him to believe the customer may not like him anymore if he asks a tough question. Customer: “Extremely important”.
Understanding the Sales Force
AUGUST 28, 2023
When salespeople who have it as a weakness, it makes your company vulnerable to losing existing customers to salespeople they like better, and ineffective at capturing new business from competitors. A lot of them simply don’t know how! Only half of all salespeople have Relationship Building as a strength.
Understanding the Sales Force
MAY 14, 2012
In sales, the elite 6% don't care what prospects and customers think about them, as long as they are thinking about them. These are behaviors that the bottom 74% of salespeople aren't able to do because they care so much about what their prospects and customers think about them. He doesn't care if his opponent has a problem with that.
Understanding the Sales Force
DECEMBER 9, 2013
By the way, inside sales is a term that no longer works for me because it could refer to any of the following roles: Customer Service - solving problems. Traditional Inside Sales - talking with existing customers, quoting, order taking. That''s not what this is all about. Let''s quickly compare inside sales to outside sales.
Understanding the Sales Force
JULY 31, 2013
By customer - Some customers want to see your salespeople - often - while others could not care less if they ever see your salespeople as long as they are getting their needs met. By project - Some projects necessitate a salesperson working hand-in-hand with the customer to ensure a successful outcome.
Understanding the Sales Force
FEBRUARY 17, 2014
A best case scenario for using an AE is for them to speak when asked to speak, address only those questions asked, make sure that the customer sees that the fit and function will exceed expectations, and return to silence. But the demos do a great job of hiding customization requirements, functionality issues and usability challenges.
Understanding the Sales Force
MARCH 9, 2015
sales assessment Dave Kurlan personality top sales books sales selection tool Validation sales science OMG Assessment Customer Think' You won''t beleive some of the things that were said!
Expert insights. Personalized for you.
Are you sure you want to cancel your subscriptions?
Let's personalize your content