Questions and Answers
What do customers expect from companies they deal with?
Why is customer retention critical for sustaining growth?
What is the role of the service team according to the module?
What happens when sales and service teams aren't aligned?
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Why are sales teams important according to the module?
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What is the impact of inconsistent service on customer loyalty?
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What is the outcome when customers don't have an amazing experience?
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What is the main reason companies aren't retaining customers?
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What is the consequence of losing customers due to poor service?
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Why is it essential to break down the silos between teams?
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What is the consequence of not having a 360-degree view of every customer?
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What is the main advantage of the Salesforce Platform?
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Why is it beneficial to have all customer data in one place?
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What was the main issue with Core Health and Fitness's customer support before implementing Salesforce?
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What was the result of Core Health and Fitness implementing a custom, unified platform with Salesforce?
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What is the main benefit of having a 360-degree customer view?
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Why is it essential for sales and service teams to have a complete customer picture?
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What is the main goal of implementing a unified platform for sales and service?
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Study Notes
Customer Retention
- Customer retention is as critical as acquiring new customers for sustaining growth.
- Happy customers come back and become loyal brand ambassadors, attracting new customers.
- The service team plays a vital role in customer success, working to prevent customers from becoming ex-customers.
Siloed Sales and Service
- Separating sales and service teams can lead to fragmented communication, resulting in disjointed service.
- 78% of business buyers are likely to switch brands due to inconsistent service levels.
- This can lead to revenue loss and expenditure on acquiring new customers.
Breaking Down Silos
- To keep customers happy, sales and service teams must be aligned to provide a seamless service experience.
- Sales and service teams require tools to efficiently address customer concerns from the first purchase onwards.
- Sales teams need visibility into service departments to gain new customer insights, and service agents need transactional history to answer customer questions.
The Salesforce Platform Advantage
- The Salesforce Platform enables seamless integration between sales and service organizations, providing a 360-degree view of every customer.
- This integration allows for faster, smarter, and more personalized service, giving companies a competitive advantage.
Benefits of a Unified Platform
- A single platform allows sales and service teams to tap into customer insights anytime, regardless of technological changes.
- Companies can take advantage of evolving technology and customer demands with a unified platform.
- This leads to increased revenue with connected sales and service.
Case Study: Core Health and Fitness
- Core Health and Fitness used a separate sales and service process, leading to unresolved service issues and lost cross-sell opportunities.
- Implementing a custom, unified Salesforce platform allowed service agents and sales teams to see a customer's complete history, tying cases and opportunities together.
- The unified platform established effective service-level agreements (SLAs) with automated emails for real-time feedback and faster case resolution.
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Description
Learn how sales and service can work together to provide amazing customer experiences, exceeding today's connected customers' expectations.