Keeping the Romance Alive

Lately I’ve been seeing a lot of buzz around the marketing blog-o-sphere about the importance of quality customer service. Many of these discuss how the customer service department is gaining rank and the sales department is losing it. This could hold true when you consider that it’s widely believed that 80% of your sales come from 20% of your customers - you have to keep your core clients satisfied.

The way I see it is that everyone in your company should be focused on providing excellent customer service - before, during and after the sales cycle. A helpful, customer-focused approach should start with the sales staff and continues every time you touch a prospect or customer throughout the product (or service) life-cycle.

Additionally, while it’s much easier for us all to relate to B2C service horror stories (who doesn’t hate sitting on hold while your computer displays the “blue screen of death?!”), it’s just as important for B2B companies to focus on great customer support. Building your reputation and harvesting relationships in your target industries will ensure more business is headed your way. This is even more important for companies like software as a service (SaaS) providers, who often operate on a subscription basis and will want customers to renew. Companies should be prepared to offer resources such as online user guides and easy-access email or phone support just as you’d expect from your own service providers.

Check out these musings on the importance of keeping your customers happy from around the web:

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