Digital customer relationship: myths and realities

« Digitalisation » seems to have become the Grail of a company’s efficient management. There is not a single corporate conference without this theme being mentioned. Studies are even warning on how French companies are falling behind,…
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Sales administration, after-sales services... : the best sales representatives’ allies are downstream

The “romantic” vision of the isolated sales representative, leaving bravely in the search of turnover in a hostile world, with his mobile phone as his only ally and for only occupation to meet with prospects, is a long-lived stereotype. It…

Sales performance is not (only) the sales representatives’ performance

It is not uncommon to hear that sales performance relies on the quality of recruitment and training. It is true that some sales representatives have “it” in their blood and that, regardless of the context, they sell more than others. But…

WHY Consulting is now listed on DATADOCK!

Our Training Organisation has been declared compliant with the quality decree and is now listed by the backers of professional training. We are pleased to announce that our training programs meet the 6 quality criteria as defined by the Quality…

Bring the customer experience under control without harassing them!

It is not possible anymore for a customer to bring his car for maintenance without receiving an email inviting him to answer an online survey. On the pretext of putting customer experience under control, companies multiply transactional surveys…

Prescribed or emerging change?

Like Mr. Jourdain, we are all called one day or another to implement change. As consultants or managers, we are often required to seek to make it happen and support it for it to last in the long term. It is then relevant to take a step back…

Using satisfaction surveys to sell more in B2B

Very often within companies, satisfaction surveys are completely disconnected from the customer relationship and the sale. Thus, regardless of a customer’s answers, the latter will very rarely see an impact for him. Hence a certain “loss…

How to quickly restore the trust of a customer

We often hear that it takes time to build customer trust and that it may be challenged in a very short time. But no company is immune to a major problem which can have far-reaching consequences for its customers. Which reaction to have…

Customer experience: the purpose of B2B marketing

Often deprived of the marketing mix’s usual levers, B2B marketing should take advantage of the notion of customer experience to fully play its role of unifying reinforcement initiatives of customer orientation.   Beyond mass markets, marketing…

The relational excellence on a daily basis: 7 key attitudes to adopt

What do customers of a supplier actually expect? The delivery of a product or service, of quality, at the agreed price and within the agreed deadlines...in other words, the scope of the contract between the customer and the company. Certainly,…