Did you have to take time out of your day and call someone? Were you placed on hold? Did you have to call back? Did you have to explain the same situation to three different people as you got shuttled around before someone finally dealt with the problem?
I would like to share with you a process that we are applying at Flawless inbound and also for our clients. But before I go in to more detail, let’s agree on one thing:
Let’s start with a simple definition: sales enablement is the empowerment of sales professionals to sell.
Whether you’re B2C or B2B, whoever’s responsible for customer service needs to understand that they’re now a key part of the customer acquisition and retention cycle. Improving customer service and success is not about being an information gatekeeper and reacting to and minimally fixing problems, but proactively managing the customer experience from their initial contact, through the sale, and on an ongoing basis, as a trusted advisor.
Digital transformation is an ongoing trend sweeping established companies as they become more attuned to what technology offers. If you’re shuffling after the striking B2B marketing change that’s allowed adopters to drive growth, the competitive market won’t wait for you to catch up.
It’s a good sign that you’re researching CRM software: it means you’re paying attention to what’s happening in the world of sales. With customers able to research anything they like online, in their own time, without talking to a salesperson first, the game has changed.