One of the interesting trends I have observed over the last decade is the importance of the integration of business effort. Customer pathways today involve everyone in the business from the salesperson, the person at the front line on the phone, the warehouse picking an order, to the delivery person. The path to purchase is more complex and with the advent of digital marketing, and the 24/7 nature of social media your customer service is constantly under scrutiny.
CRM systems collect mountains of information on customers and their behaviour. Whilst this should make sales and lead generation easy often customers respond more positively to personal approaches from your sales team. I have observed first-hand the positive results that training and introducing the right processes into a business can achieve.
Often the basics of converting a prospect into a sale are overlooked. A simple qualification of the customer and identifying with their need can unlock the door to increased business.
Don’t just rely on your CRM to do all the job, use it to deliver insights to discover how to improve your sales conversion. Understand the pivotal decision point by which a customer decides to buy from you. Understand that once the sale is delivered that the other touch points of connection with your business will determine whether the customer service, they receive will be of a level that they will buy again, or recommend you to their friends.
I have a process whereby I can assist and coach your sales personnel to deliver to their full potential and can assist increase customer conversion rates, with the one percenters that are the difference between success and failure.