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The Successful Manager's Guide to Selling Through Proactive Customer Service: How to Reduce Inside Sales Costs and Keep Customers Buying Forever download epub

by Lee R. Van Vechten


Epub Book: 1774 kb. | Fb2 Book: 1116 kb.

Proactive Customer Service is an entirely new position or department within the organizational chart. It is method of selling over the phone that lies between proactive outbound selling and reactive customer service

Proactive Customer Service is an entirely new position or department within the organizational chart. It is method of selling over the phone that lies between proactive outbound selling and reactive customer service. It generates more sales, from existing customers, but at a lesser cost to the organization than proactive outbound selling. By using Proactive Customer Service you have regular contact with customers, which means you maintain, build, and grow better relationships with them, while protecting them from the competition.

The Successful Manager's Guide to Selling Through Proactive Customer Service: How to Reduce Inside . Note: these are all the books on Goodreads for this author.

Note: these are all the books on Goodreads for this author.

This reduces your customer acquisition cost because it increases your . How to Build a Customer Success Program

This reduces your customer acquisition cost because it increases your customer retention rates. How to Build a Customer Success Program. 1. Identify the customer's end goal.

From the Inside Flap. The Best Service Is No Service. Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. A most instructive and well thought through analysis of why so many companies fail to give excellent customer service, spend too much on customer service infrastructure and miss out on revenue opportunity. Even better, they provide a template to adopt to turn the situation around. Excellent insight and powerful examples borough out.

By maintaining customers’ satisfaction, companies can keep business up and therefore, spread out the cost of logistics . However, batch conveyance might be necessary to reduce the cost, and the rate of supply will not equal to the rate of pull

Because of this direct correlation between customer satisfaction and overall cost reduction, customer service should be factored into any measurement of changes in logistics costs accordingly. However, batch conveyance might be necessary to reduce the cost, and the rate of supply will not equal to the rate of pull. In this case, some inventory will be in the stock and in the store. Fix quantity, variable time There are two methods used to trigger the conveyance of parts from a process that is far away.

Does your sales strategy help you sell your product to the right people, at. .

Does your sales strategy help you sell your product to the right people, at the right price, in the right way? Learn how to apply the right techniques now! . Are you not sure how to approach your customers or have a confusing sales message? That’s okay, too. I’ll show you a few helpful tricks for that. FREE SALES TOOL: Get my essential sales prospecting checklist. 14 Sales Strategies to Increase Sales and Revenue.

7. Cancel unused services. Pore through your variable costs and identify services that you’re no longer using. If you haven’t used them in a couple months, look for a cheaper plan or consider canceling them altogether.

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company. Uncommon Service: How to Win by Putting Customers at the Core of Your Business

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Frei and Morriss start out their book with a blunt challenge: A business cannot be good at everything, and when you choose to excel in one area, you must underperform in another. If you truly understand your customers, you can make the best decisions on where to focus and where to dare to be bad This is a book that won’t let you take the easy, ineffectual path of being pro-service without backing it up with action.

Customer Success is the key to reducing churn, improving retention, and driving revenue among all businesses. Instead, recurring revenue models require few upfront costs and minimal contracts

Customer Success is the key to reducing churn, improving retention, and driving revenue among all businesses. Instead, recurring revenue models require few upfront costs and minimal contracts. What’s this mean for you? Just as your customers’ barrier to trying your product has dropped (. Their commitment to you is only for as long as you’re delivering value.

Sales orientation; focus on personal selling, sales viewed as major means and increasing profits, goal to maximise sales, success will come from persuasion. 3. Marketing orientation; customer orientation, companies determine the needs and wants of customers, goal is to get profits through customer orientation, success will come to the firms that best determine the needs/wants of target markets. Rarely used today, but retail and telesales are still huge employers of this method.

The most successful companies always have separate telesales and customer service departments. But, now there is something new that the cutting edge companies are doing that is increasing sales at a LESSER cost of acquiring those sales.

It's a third method of using the phone for customer contact and sales: Proactive Customer Service.

So, what IS Proactive Customer Service?

It is not purely customer service, nor is it hard core outbound selling.

It is NOT simply cross-selling or upselling on the inbound call.

It is not taking your reactive customer service reps and having them place calls in their spare time (which, we all know means they mysteriously have less and less spare time).

It is NOT having your highly compensated and skilled outbound sales reps follow up on inbound price requests or call customers and say,

"How's it going?"

"Do you need anything this week?"

"How are your supplies doing?"

"Wanted to make sure everything is OK."

"Can I quote on anything?"

"Any projects coming up?"

"Can I help you in any way?"

In a nutshell, the concept is quite simple:

Calling your regular customers on a regular basis.

That, in and of itself is not necessarily new. But doing it in a planned, organized way, with the right people, managed and compensated in the right way, within a properly-designed departmental infrastructure, is a new concept.

Proactive Customer Service is an entirely new position or department within the organizational chart. It is method of selling over the phone that lies between proactive outbound selling and reactive customer service. It generates more sales, from existing customers, but at a lesser cost to the organization than proactive outbound selling.

By using Proactive Customer Service you have regular contact with customers, which means you maintain, build, and grow better relationships with them, while protecting them from the competition.

And you can learn, step-by-step, how you can implement Proactive Customer Service, the right way, from telesales management expert Lee Van Vechten, who has tested and refined the process. He shares all of the secrets with you in "The Successful Manger's Guide to Selling Through Proactive Customer Service--How to Reduce Inside Sales Costs and Keep Customers Buying Forever."

MORE BENEFITS OF PROACTIVE CUSTOMER SERVICE

By using Proactive Customer Service you can, Manage and grow accounts that previously received little or no contact.

Take advantage of opportunities to cross sell and upsell so as to maximize revenue from accounts, while providing the ultimate in customer satisfaction

Minimize customer attrition do to lack of attention. You build customer loyalty since they are being contacted more often by 'their' representative.

Your customers have ONE point of regular contact, meaning greater satisfaction, and greater likelihood of buying from you regularly

Bottom line--this says it all--you can extend the lifetime value of your customers, while LOWERING overall sales costs. More sales for less money means more profits.

WHO CAN BENEFIT FROM PROACTIVE CUSTOMER SERVICE?

How do you know if doing Proactive Customer Service is for you? See if you can identify with any of the following:

Companies that now pay too much in compensation for simple tasks such as following up on inquiries, taking orders from customers--orders that the customers would have placed anyway!

Companies that each year increasingly lose customers and sales volume due to lack of customer contact (or worse: who don't KNOW why they're losing customers and sales)

Companies that have tried proactive telesales, but didn't have or couldn't find the personnel necessary to handle that role, but yet still desire to proactively contact their customers

Companies that generate sales through direct marketing (mail, catalog, internet) but do not contact the customers personally afterward in order to get repeat a


Comments: (3)

Golkis
Yes, it is a bit dated, but the same strategy and technique still applies!
Akir
Too bad this is not made with a hard cover because I use mine so much the spine is about to fall apart. This book has helped me create and maintain a strong CS department. I really did use it on a daily basis for the first month or so after I purchased it. Two thumbs up here...
Elisa Frederick
Group Product Manager
Microsoft
Andronrad
Great book to refer to! It doesn't leave my office, although many have tried...none have succeeded.
Seriously...it has helped our firm extensively. Highly suggested!
Ron Doan
Director, Marketing
Cisco Systems, Inc.
The Successful Manager's Guide to Selling Through Proactive Customer Service: How to Reduce Inside Sales Costs and Keep Customers Buying Forever download epub
Marketing & Sales
Author: Lee R. Van Vechten
ISBN: 1881081168
Category: Business & Money
Subcategory: Marketing & Sales
Publisher: Business by Phone (July 1, 2002)