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Outlook

Implementing Customer Care Programs

Sales Effectiveness Insights - 2004 State of the Marketplace Review

Every year independent research company CSO Insights surveys over 1,300 organizations to understand their sales issues. The resulting survey is the definitive research on the state of selling and has helped Salesnet fine-tune its products and services for the changing business needs of the market. The following is an excerpt from the survey.

Ability to Implement Effective Customer Care Programs

Sales teams are more aware than ever before of the value of customer retention. Yet, while everyone says the words, the performance ratings this year show no meaningful improvement in the ability to implement effective customer care programs. One trend common to firms who rated themselves poorly at this task is general confusion over who actually owns the customer. Here two problems emerge: Either no one thinks they own the customer or too many people do. Clearly defining who owns an account at each stage in the cycle and having defined processes and procedures for handing off the customer to another functional area within the company are essential in providing a consistently high level of service.

Key Findings

More focus than ever before on retaining clients.
Confusion over who owns the customer.
High satisfaction ratings are not enough.
Customer advisory boards get high marks.

©^{CSO Insights Inc.}

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