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Sales and Service Analysis
CBSG's Sales and Service Integration™ process begins by identifying where your customers become "disconnected" from the organization.
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CBSG's three-step assessment includes reviewing:
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Step 1. Customer Strategies and Tactics
This is a global scan of the company's customer strategies and tactics. Particular emphasis is placed on evaluating strategic sales and service linkages such as product/service offerings, distribution channels, sales and service structures and reward systems. -
Step 2. What Customers are Saying
Through formal and antidotal evidence, we focus on understanding how customer relationships are managed and how customers view the effectiveness of those relationships. Critical customer performance measurements are calculated and compared to industry benchmarks. -
Step 3. Current Sales Practices and Service Delivery
This is a hands-on assessment of the company's sales and service execution and delivery. How well does the company deliver on the promises made by sales? Existing sales and service systems, processes, policies and practices that directly impact customers are evaluated for effectiveness. -
CBSG furnishes senior management with its findings and recommendations to improve sales and service performance along with specifc action steps to implement the changes.