Integrating Sales and Service:

It's Not A Marriage of Convenience but a Model for Survival

Recently, there’s been misinformation, analogous to a “marketing buzz,” about integrating sales and service.

"Our business model will allow us to integrate sales and service to our customers" (Allstate Insurance Company Annual Report 1999)
“Lucent Technologies changes leadership structure…by integrating the sales and service organizations.” (PRWire November 7, 2000)
"CRM is a technology solution that integrates sales and service information across all customer points of contact."

These companies are promoting a view that sales and service integration can be achieved through an ad campaign or a change in reporting relationships or an easy CRM software fix. They’re wrong.

Using Marketing or Technology as a surrogate for managing your customer relationships is a doomed strategy. Customers are smart; they’ll see through the spin.

Real sales and service integration unifies your sales efforts and your service delivery and execution around customers. It requires a far-reaching assault on outdated thinking and practices. And over the last decade, CBSG’s partners, Suzanne Baldino Jones and Mark Heisler, has been doing just that—implementing our nationally recognized integration model in the corporate trenches.

Using a powerful combination of analytical, process and relationship-based strategies and tactics, we coach and teach clients to: acquire the right customers, build the kind of loyalty that reinforces their original buying decision, and cultivates additional sales. The results transform your customer relationships.