Henry Ford stated ‘The only first step toward real clients are service’. In lots of companies, the client service function sits outdoors from the sales funnel because it is seen in some manner inferior to sales. Yet customer support is integral to revenue achievement. Without good customer support there won’t be any repeat sales, and repeat sales would be the most lucrative revenue any organization can generate.
The selling process isn’t complete just since the customer has mentioned that she or he tends to buy your service. Through the entire selling process, the constant maintenance of goodwill is essential, but much more following the purchase. No matter your customer’s previous feeling towards your organization, the knowledge they’ve once they have purchased have a significant effect on future sales. Customer support does not complete the purchase it reignites the sales cycle. A useful maxim to consider is: ‘a customer can’t be considered as satisfied until we obtain their next order.’
Although customer support represents the final aspect in many standard sales processes it may be contended that it’s the first aspect in a recurring sales process. Think about:
Did I be sure that the contracts arrived at using the customer really happened?
Did I aim to up-sell?
Did I request a referral?
What records are stored and maintained?
What feedback did I recieve about how exactly the client taken advantage of my product/ service?
How could customer support be improved?
Exactly Why Is Customer Support Important?
There are a variety of empirical studies on the need for customer support and also the aftereffect of repeat business at the base line. Ernest Reicheld and Earl Sasser stated that ‘if companies understood just how much it truly costs to get rid of a person, they could make accurate evaluations of investments made to retain customers’. They discovered that customers be lucrative with time as elevated sales reduced costs of distribution referrals and also the chance to up-sell all increase the main point here.
Heskett, Sasser, and Scheslinger collaborated on the training programme to help managers to understand the lifetime worth of customers and additionally advised on the significance of creating a culture whereby workers are engaged to lead towards the value chain. They postulated that worker satisfaction results in service value which produces client satisfaction and which leads to profits and growth. It’s hardly surprising which happen employees produce happy customers.