How to Stay Aligned With Your Team and Customers
Staying collaborated and aligned with the customers and the internal teams is important for businesses of any size. It becomes critical for businesses when their teams are distributed far and wide. Here, we will discuss 3 ways how organizations can maintain better synchronization between their teams and the customers:
- Prioritize customer-centric incentives
Instead of focussing on short-term goals, you should put long-term and customer-centric metrics in place. This will align your sales and customer service teams better. You should give customer retention goals to your sales teams. The commission structure should be modified based on ARPU (Average Revenue per User) and CLV (Customer Lifetime Value), instead of booking volume. Another way to achieve better alignment is to empower the support team to cross-sell and upsell. These measures would ensure that it’s everyone’s priority to contribute towards customer retention.
- Align the growth of support team with sales team
You must provide growth to your sales and support teams on the basis of customer retention metrics, if you want to ensure better alignment between them. To achieve this, you should rely on a data-driven approach to find out parameters such as the cost to support, the cost to onboard and the Life Time Value (LTV) of every new customer. On the basis of these, you can remodel support and sales activities and put more focus on serving the customers better.
- Encourage meaningful interaction between these two teams
Increasing the mutual understanding between the sales and support teams will help a great deal to overpower negative perceptions among themselves. Frequent and meaningful interaction can destroy existing communication barriers between teams and will also encourage them to join hands for a common goal. Some ways to achieve this include cross-team training, buddy systems and deal desks.
The above-mentioned measures are bound to provide your customers with an enjoyable experience, in the long run.
You may also like to read this blog post about Business Trends You Can Take Advantage of
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