Execution After The Sale
Posted on 08. Mar, 2010 by AscendWorks Consulting in Process
Many organizations in America are service-based. There is a high intangible aspect to what the customer experiences and perceives value in. The art and science of creating a world class experience requires a framework for doing business in a streamlined and quality workflow. Such execution requires focus on the service process.
How you service your customer should be tracked in Salesforce.com beyond the sale. This leads to cross-selling and referrals. Salesforce.com is a customizable system which can both be a framework for execution or even more so, automate repeatable processes for predictable and high-quality output by your team.
Depending on your service process, your organization should be set up with managing a data object which tracks projects relative to your customer’s account. The requirements of the project data object include:
- Contacts involved with their roles
- Data fields for seeing the project to completion
- Billing inputs and reporting if applicable
- Task management and delegation
- Milestones for setting expectations
- Communications to create rich touchpoints
- Accountability with your team
Your ultimate customer experience has both predictability with nuance most likely. With the right leadership and process, you can increase your customer loyalty and ultimately revenue with leveraging Salesforce.com to drive your internal processes which translate to external rewards. This in turn creates velocity in your organization from efficiency and control.