A customer's opinion about an organization is largely based on the people that he deals with. For the organization, this is the ultimate salesperson. It is the salesperson's job to build and enhance a customer's opinion of the company. Therefore, the success or the failure of any organization rests largely on the effectiveness of the salesperson.
Customer servicing, and adding a personal touch, is now a growing trend. As a result, there has been an increase in "face time" with clients, and the focus is largely on servicing the client. With an increasing number of metrics available to measure the outcome, sales management is definitely changing. Furthermore, globalization poses as a challenge, when it comes to understanding how cultural elements influence business behavior.
"Face Time"- the Key to Long-Lasting Success
Face time with the client is one of the biggest factors that contribute towards the lasting success of a sales force. Developing a more productive sales force can increase your revenue, if the sales person is talented and efficient.
The best way to increase productivity is to present your sales force with more freedom. Many sales people opt for hiring an assistant to help increase their face time with clients. This can be a tricky, but a valuable step for the sales expert. An assistant can help free them from the tedium of daily routine and time-consuming paperwork. This will provide the sales expert with more time to return client calls faster, build face time and eventually increase sales.
Metrics and Customer Relationship Management
By using the new CRM, or customer relationship management software that is available on the Internet, the sales professional can increase sales and productivity. CRM computerizes the customer contact, recording it in its database, and improves the production of goods and services by identifying present buying trends, and channeling access to customer information.
Business organizations are recognizing that to meet their business targets, increasing only efficiency is not sufficient. Any organization selling goods and services needs to maintain good customer relations. To measure how good their customer relations are, companies must assess the productivity of their sales force.
Metrics allow managers to assess the following:
-Develop sales efficiency -Develop customer relations and services -Increase communication -Develop forecasts -Provide the latest information -Increase profits -Increase sales time -Develop sales management -Develop marketing efficiency -Reduce sales costs
CRM and metrics are a powerful combination, as managers have more ways to measure the productivity and effectiveness of the sales force.
Globalization and Comprehending Cultures
Companies that sell goods and services over the Internet feel the need to maintain customer relations even more. With competitors just a click away, every online business needs to develop customer services and loyalty, to survive in the market. With an increase in cross-boundary sales, organizations have realized the importance of understanding and comprehending cultural differences.
Foreign governments play an important role, and their rules and regulations should be carefully considered. Cultural consideration involves specific approaches related to the customs of each region, their selling techniques and corporate culture. Cultural considerations are also very important when carrying out management of the sales force. Decisions like whether or not to focus solely on the US corporate culture in foreign countries, rather than permitting them to build their own methods according to their traditions, are key elements to success in globalizing a company.
An organization's viability depends on the success of the sales force. Improving face time between the sales person and the customer is what creates an effective sales force. Over the years, sales force management has increasingly been in favor of using Metrics and CRM software. As organizations sell to a large number of foreign countries, comprehending and understanding cultural differences is vital for success.
Tony Jacowski is a quality analyst for The MBA Journal. Aveta Solution's Six Sigma Online ( http://www.sixsigmaonline.org ) offers online six sigma training and certification classes for lean six sigma, black belts, green belts, and yellow belts.