Your sales process must deliver on your company's promise

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Maintaining the relationship with the customer
Your relationship with the customer should not end with the closing of the sale. Maintain that relationship.

As you work through this exercise, remember that your relationship with a customer shouldn’t end with the sale. Part of your sales process is ensuring that your company delivers on the promises your sales team makes.

“If I survey your customers six months, nine months, 12 months after they bought your offering, have you delivered on the value promises you made to them during the sales process? I want that to be over 80 or 85 percent. If you haven’t, you can’t build a business today on people who don’t realize the value you’re delivering. That’s the first thing I henan cell phone number list need to assess. Second, are they profitable? Are you making more money, are you making enough money on the customers you’ve acquired? In the SaaS world, we talk about things like LTV/CAC and payback periods. In the business world in general, we talk about operating margin and net margin. However you measure profitability, are these customers profitable to acquire?” - Mark Roberge, Senior Lecturer in the Entrepreneurial Management Unit at Harvard Business School School.

Investing fully in creating satisfied customers
It is no longer enough for salespeople to close sales without worrying about customer satisfaction afterwards.

Lego man in office as a happy customer
You care about keeping your customers happy for the long term. There are two reasons why your sales team should be interested in your customers’ long-term happiness. First, it’s much easier to sell to happy customers than to complete strangers.

"It's a lot easier to sell something to a company that has already bought from you than it is to go out and get a new customer and even establish that you have the credibility to sell something to them. It's not just about selling more to that company through an upsell or a cross-sell. It's a great way to find leads. I wonder who would be a better sales enabler: a 22-year-old kid making the sale or your customer walking around the store with you telling everyone how great you are. That's something some people overlook." - Hilmon Sorey and Cory Bray Authors of the Sales Enablement Playbook.