If you have a product or service to sell, client satisfaction is critical, whether in IT, logistics, or any other field of business. Customer Relationship Management (CRM) cannot be taken for granted. Studies show that B2B and B2C experiences are heavily impacted by word-of-mouth feedback and online reviews, with the B2B group most likely to share their customer services stories. Client’s experiences deeply impact future purchasing decisions, with 66% of B2B clients reporting that they stopped purchasing services or products after a bad customer service interaction. The advent of a new looking glass — the internet — expanded the reach of customer reviews. Being at your best is now more important than ever.
The methodology of sales has several varying points, but should focus on client success. According to the Inc. magazine article, 10 Things Every Customer Wants, “Customers absolutely do NOT want you to sell them something, even something that’s wonderful. They want you to work with them to achieve a mutual goal, by being responsive to the customer’s concerns and ways of doing business. Ideally, customers want you to become integral to their success.”
Let’s have a look at the weight a sales experience holds for clients, and how it can impact the reputation of a company.