4 ways customer service roles can be performed by other deparments


This article talks about how customer service roles can be performed by other departments…




When we look at what is on the ground and based on what we expect in an ideal customer-centric enterprise, we expect to see cross-functionality of the various departments in the organization. They should be able to work together in delivering value to customers.

 

In this article, I want to look at some of the areas that the sales department can work with other departments in a customer-centric enterprise. Let us look at this together.

leads follow up
I have tried to make it clear that a lead is someone that have all the characteristics that you are looking for in your ideal customer. As a serious customer-centric enterprise, you must know all the characteristics that you are looking for and go all the way for it when you find one in your ideal customer.
customer service roles
The identification is always done by the customer service department who always assist the sales department in identifying these ideal customers. It is now left for the sales department to follow up on these leads to a logical conclusion.
It is also the duty of the sales and distribution department to also work in collaboration with the marketing department on leads in order to bring them permanently to the lifecycle of the organization. The two departments are expected to work together in order to personalize the services and deliver what customers are really looking for.
notification
It is also the sole responsibility of the customer service department and marketing department to notify the sales department of the result of Lead follow up and necessary actions that need to be taken. This will help the three other departments to know what and what does not work as far as Lead management is concerned.
coordination meeting
There is always a coordination meeting that needs to be coming up regularly so that the three departments of Marketing, Sales and customer service can brainstorm together and see areas that they have not been doing it right.
This will help the organization to raise exit barrier for their customers and attract more viable customers for the organization.

 

How account management can contribute to CRM success…




When we talk about key account management strategy, we are talking about the basic things that we need to do in order to raise exit barrier for our customers in a highly competitive customer centric environment.

 

I want you to know that your customers might not be individuals alone, most at times, you might have businesses that are relying on your products and services for survival as well.

 
As you may be aware, the next organization is just a mouse click away. That is why you have to do everything possible to retain your customers.
 
I will divide key account management strategy into three which will fall under need assessment skills, capability development and delivery of a solution.
account management
need assessment
The starting point of any customer-centric strategy is to understand what your customers want. If you a.re able to analyse the need of your customers both at individual or business level, you will be able to come up with a good strategy as regards how these needs are to be met.
 
Understanding their needs will also help you to develop new products based on the feedback that you are getting from them. You will be able to open new channels and come up with strategies that will allow you to retain your customers for life.

 

skills and capability development

After you might have understood the need of your customer, you can now work on strategies that will allow you to meet the needs.
You have to come up with packages in terms of products and services that are in line with what your customers are asking for.  Most at times, this should be as a result of the feedback that you are getting from your customers.
 
support and services
It is one thing to sell goods and services to your customers, it is another thing to give them an excellent “after sales service”. You have to develop a team that is capable of giving your customers a wow experience. The purpose of doing this is to retain your customers and reduce the cost of doing business.
 
The best customer service that you can ever have are those that are able to serve customers from a different perspective. I am always amazed at the customer service at Namecheap. They always amazed me. It is an example of a Hosting site that understands the true value of customer service.
 

delivery of solutions



In delivering the solution, you have to exceed your customers’ expectation. Do more than what they are expecting from you. One thing is that almost every individual like a surprise package. Just give it to them and you win their heart.
 
You should also when we talk of key account management strategy, we are talking about the basic things that we need to do in order to raise exit barrier for our customers in a highly competitive customer centric environment.
I want you to know that your customers might not be individuals alone, most at times, you might have businesses that are relying on your products and services for survival as well.
 
 

Action Point

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