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You need the technology, yet the salesperson needs the sale. What a dilemma!We help you along the path to creating the most effective solutions possible, taking in to account the ROI completed in the previous section.
The onus is placed on the Managing Director to decide on the best overall strategy for company. The IT Manager focuses on technology, the Sales Director on sales and Customer Services on customers; rarely do they combine their resources to evaluate the most profitable direction and then source products that would benefit them all accordingly.
Selling to each department may work for a reseller, but it is a poor strategy for the customer.
We live in a 24/7 society; from buying groceries, carrying out our banking and every other consumer orientated activity you can imagine, they are all available at our fingertips.If something goes wrong with our television, washing machine or even if we had been charged incorrectly for something on our bank account, we know that by simply picking up the telephone we can contact the customer services representative whenever we like.
We have all come to expect this consumer status quo, yet we do not apply the same mentality when it comes to our own businesses.Take a moment to think if your IT system failed or if your telephone system failed. Naturally you would expect support immediately to rectify the problem.Whether it’s gas or electricity or any other consumable when we want a response we want it now.But how many businesses offer unparalleled customer support and service? How many companies know exactly what their customers’ expectations really are?
Plan your business systems around delivering a service that accommodates your customers. We're not suggesting you work 24/7, just consider the automated alternatives to an actual person doing the work. Automated systems, forums, support tickets, out of hours answering services are just a few ideas.
Be create, think differently and think NO COST. The more you think along these lines the quicker you can get your creative juices flowing to create your ultimate solution for your customers and raise your expectations to theirs not lowering theirs to yours!
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