Here are the seven major roles of sales department….
In my previous article, I have talked about the role of marketing department in a customer centric enterprise.
In this article, I want to actually look at the role of Sales department in a customer centric enterprise. Follow me as we look at this together.
Before I begin proper….
The sales department aims at improving sales process and maximizing sales.
They want to ensure that customers can have access to their products or services from multiple channels.
They also want to reduce the cost of sales through the use of ecommerce website and portals. They also want to increase their revenue and market share as well.
It also the focus of the sales department to improve the effectiveness of the supply chain so that it can adapt to the best method in making sure that products and services get to the final consumer.
This will help me to introduce products and services to them in the exact way that they wants it.
Doing all this will increase the satisfaction level of customers and make them to remain loyal to the organization as well.
Now the functions…
Sales planning and forecasting
It is the duty of the sales department to plan how the organization will go about selling their products or services.
They are to examine the various sales channels and determine which of the sales channels work and which one does not.
They will also use past sales record to determine what is likely to happen in the future in terms of sales activities.
This happens when organizations try to guide jealousy, their own area of influence so that their closest rivals will not be able to penetrate such area.
It also has much to do with assigning leads and prospects to the right person who is to drag them to the lifecycle of the organization.
This will help organizations to control their own area of influence and prevent it from being hijacked by their closest rivals.
Account and contract
This is another major role of sales department in a customer centric enterprise. They are to monitor their individual customers and see where they fall on the ladder.
Knowing this will help them to score their customers and know what type of products or services to come up with for each of their customers.
When we talk of activity management under sales department, it is meant for managing all activities and routines of the organization.
This will give room for proper follow up can be done. Let’s say for example, the organization conducts a seminar and some potential customers came.
Activity management allow the organization to follow up until they become loyal to the organization.
Quotation and order management
This allows the organization to manage the way order is been processed in the organization.
This is mostly needed by e-commerce website to monitor how customers are requesting for their products or services.
This will help them to come up with different products and packages for different customer segments.
Contract and leasing
This is also used to monitor customers’ patronage in many organizations that fall into that business category.
It can be used to calculate the lifetime value of stable customers and come up with programmes that is meant to raise the exit barrier for customers.
Incentive and commission
It is no longer news that it is costlier to get new customers than to retain existing ones in any organization.
It will go a long way in raising exit barrier for customers and building strong relationship with them.
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