TA Resources :: General :: Announcements :: After sale service If you maintain a relationship - View Topic
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| After sale service If you maintain a relationship (7th Nov 20 at 8:41am UTC)
After sale service If you maintain a relationship with your client, you will want to track the effectiveness of your pro | | After sale service
If you maintain a relationship with your client, you will want to track the effectiveness of your projects. If we go back to the funnel, we will see that it often ends in a sale, which is very far from the truth. To retain customers and build long-term relationships with them, you must consider them along with the "marketing-sales-delivery" continuum. Delivery is when we deliver on the promises made in our marketing and sales activities and provide the customer with a great experience, product and service. If we can't perform the proper service delivery, then the work was done in vain, and the CRM will notify us of this.
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For example, if your client has a problem, how do you resolve it? Your actions in relation to customer service and support can move your product or service from the "average" category to the "best"one. How long do your clients have to wait to get assistance? Are they really getting all the help they need? Was their problem solved? All these factors affect the loss or retention of a customer.
Statistical data for monitoring include:
– Number of processed requests
– Number of applications closed on the same day
– Average time to solve the problem
- Average number of calls per day
– Time to resolve the issue
– Number of callbacks from customers
- Average cost of service and interaction
- Percentage compliance with Agreements on sales volumes
- Lost (unanswered) calls
- Average call processing time
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