3 Focus Areas for Streamlining Sales & Service Alignment
Companies that offer the best customer experience (CX) outperform their competitors. Companies that have best-in-class CX are 80% more likely to retain customers. To provide that top-tier CX, it’s vital to have seamless sales and service alignment between your teams.
But how does that internal team alignment correlate to the outstanding CX your customers and prospects now expect? This question was answered during a recent Lunch & Learn we hosted alongside our good friends at SugarCRM. The intimate conversation revolved around how growing businesses can build the Sales and Service alignment necessary to offer the best CX possible.
Attendees walked away with clear insight into how CX creates loyal customers, faster growth, and stronger retention. Here are three takeaways highlighting the importance of strengthening your sales and service team alignment to drive growth and scale.
1) Streamline Org Handoffs
Onboarding tends to be a turbulent time in the newly formed relationship between your brand and the customer. Manual processes for handoffs can lead to miscommunication and unresolved cases that create friction.
At BrainSell, we learned that humans tend to dislike doing tedious, repetitive tasks. Therefore, we tend to help many clients automate their handoff workflows to ensure there are no gaps for customers to fall through in the process. Systems like Sugar Sell can help you automate those workflows to prevent miscommunication and gain actionable insights into the customer journey.
2) Closing the Loop for Better Customer Communication
Customers have more ways to communicate with your brand than ever before. However, these separate communication channels can cause siloed conversations that misalign teams and frustrate customers.
To close the loop with customers, break those silos down so your team can interact with customers in real time with all the available insights into customer needs. Ensuring your systems can talk to one another empowers your Sales and Service teams to access all the information they need. This info helps your teams offer best-in-class CX. We showed how Sugar Serve and Sugar Sell can help close the loop by keeping all the tools connected via the same platform during the webinar. This connection ensures tight collaboration and processes between sales and services teams.
3) Staying Connected to Align on Goals, KPIs
Most growing businesses have departmental key performance indicators (KPIs) that they struggle to manage, in addition to the overarching KPIs to measure their CX. But sales and service teams track their performance and goals in spreadsheets or siloed software.
Growth-focused companies need to leverage programs that drive improvements for both their departmental and CX KPIs. Therefore, case tracking and reporting dashboards can quickly uncover valuable insights and bubble up support cases requiring the most attention. This visibility streamlines workflows on both ends while simplifying reporting by providing the correct data when and where you need it.
Let BrainSell Help You Find Sales & Service Alignment
BrainSell thrives on helping companies solve their alignment problems with the proper guidance and technology. For more tips and insights, check out the on-demand recording of the Lunch & Learn session.
Also, be sure to reach out and schedule a call with our growth enablement experts about your specific needs and aspirations.
Brian Anderson joined BrainSell as the content marketing manager but unknowingly became our in-house troubadour as well. Brian’s ability to generate high-quality content and continue to develop the BrainSell voice is unmatched.View Posts