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10+ Step 7: Building relationships Maintaining a customer base is necessary for repeat sales, which are necessary for businesses to succeed After-sales activities After-sales activities – in retail, this includes things like packing goods, in business-to-business it involves filling out documents quickly and on time – Inform customers about product maintenance reassure your customer and load the clien t return to the store Execution of the order – adapt the order to the customer r delivery and assembly in a timely manner as well as the completion of the transaction and the execution of the payment exchange. Follow-up – Take precautions to keep all promises and check customer satisfaction Shortly after Siebel Systems (now part of Oracle) broke all the software industry`s growth records, satisfaction scores began to decline. As a customer experience management user, the company had collected data showing that customers found a significant gap between the actual and expected operating costs of Siebel 6, a complementary automation tool based on a client-server architecture. The proposed solution, a move to a web architecture in Siebel 7, would require the development of other important features – and the revenue generated by them – to be removed for two years. But Siebel`s management nevertheless proceeded with the postponement. Satisfaction quickly returned to its previously high level, and employees took courage as management put experience before sales. Within product companies, for example, product development shifts to marketing when it comes to customer experience issues, and both tend to focus on features and specifications. The operation focuses on quality, speed and cost. And customer service representatives tend to focus on the ongoing transaction, but not on how it relates to those who precede or follow it.
Even then, many services are red: why else would the service representatives, as they so often do, ask, “Is there anything else I can help you with?” if they did not even deal with the original reason for the call or visit? 11+ Customer Service The role of customer service cannot be emphasized enough in the development of sales relationships Offering special services Messaging and social media companies collect emails to connect with customers, customers must sign up and agree to receive emails Online customer support websites that offer frequently asked questions, links to contact support in the company Special Retail Services – Baby Wedding Gift Records, Customer Service Special Representatives, Merchandise Returns, and Customer Enquiry Services. Customer training – Hands-on training (Apple Store), employee workshops and trade show training, computerized instructions People are more willing to buy a representative who does their best to build a relationship and try to connect with them. .