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,…
Centres-de-contact-multicanal

OPTIMIZED MULTICHANNEL CONTACT CENTRES FOR AN IMPROVED CUSTOMER EXPERIENCE

Multichannel contact centres are at the heart of the customer experience.   They are present at every stage of the customer relationship: pre-sale, contract management, customer service, after-sales service. They are fundamental assets…
fonctions-aval-de-la-fonction-commerciale

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…
transformation-commerciale

‘Sales Transformation’ Conference

On November 30, WHY Consulting organises a breakfast on Sales Transformation issues. We invite you to discover how to accelerate your sales efficiency, develop your sales and make good practices durable through a concrete sales transformation…

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…

Measure your customer orientation (in B2B)!

Customer orientation is a topic which affects in many ways the B2B sector.  Some firms are implementing innovative ways to improve customer orientation. Survey Magazine met with Serge Rouvière, Managing Director at WHY Consulting and…

Interview of Serge Rouvière, Managing Director at WHY Consulting

The France Quality Performance Association (Association France Qualité Performance - AFQP) interviewed Serge Rouvière after winning the 2017 Book Award for his publication “Customer orientation, the ultimate differentiation among companies”…

‘Customer Orientation’ Conference – March 21, 2017

WHY Consulting joined Echos Events as a partner for the 2nd edition of its “Customer Orientation” Conference (Conférence ‘Culture Client’). In 2017, the conference addressed B2C as well as B2B and B2B2C stakeholders. Its main topic…

Winner of the 2017 Quality Performance Book Award !

The award was given to Serge Rouvière, Managing Director at WHY Consulting, for his publication “Customer Orientation, the ultimate differentiation among companies” (“Culture Client, l’ultime différentiation entre les entreprises”),…

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…