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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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7/24/06 - Standard Service Equals Standard Sales
In many organizations, it seems there is an unwritten belief that the sales function (and people) is more important than the service function. I know that is a generalization but I hear "second-class citizen" grumblings quite a bit.
As it relates to talking about the customer experience, one reader connected the roles of sales and service by saying, "The ultimate in customer choice is the mighty dollar. Companies that deliver standard service are going to have standard sales. Companies who want exceptional sales should look at innovation in customer experience. If the customers like it, then they will expect it eveywhere."
Organizations continue to struggle to differentiate their product and often find that it is the service around the product that provides lasting differentiation. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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