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The national business media says CBSG offers a “unique” and “high impact” customer retention and loyalty program.
–Selling Power Magazine—June 1999 -
What is Integrating Sales and Service?
Integrating Sales and Service is a customer-centric business model that literally integrates a company's sales practices with its service delivery. Integrating Sales and Service is based on three fundamental tenets:
- Sales and service is the same process
- Sales and service is everything the company does
- Sales and service is everybody's job
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Why is Integrating Sales and Service an effective strategy?
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In most companies sales and service don't get along, in fact, they work at cross-purposes. Even though sales and service are responsible for the same customers, they don't share the same goals or coordinate work. They barely communicate. Customers become "disconnected." New sales opportunities are missed and the company's profitable customer base takes its business elsewhere.
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Integrating improves organizational performance, cuts costs and increases profitability.
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Integrating Sales and Service uses a series of financial, process and relationship-based strategies and tactics that pave the way for sales and service to work in unison: to acquire more profitable new customers and to build the kind of customer loyalty that generates additional revenue through repeat, recurring and referral sales.
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What are the benefits of Integrating Sales and Service?
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Here are some of the results our Integration model has achieved:
- Increased
profitability 17% to 30%
- Improved new sales 10% to 25%
- Expanded repeat and referral sales 15% to 50%
- Increased retention 5% within 6 months—achieving at least 90% retention within 2 years
- Reduced structural costs 7% to 12% (excluding staff)
- Streamlined customer cycle times ranging from 20% to 360%
- Increased
profitability 17% to 30%
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