Regardless of industry, most companies aim to increase sales, build customer loyalty, improve operations, and reduce costs. To achieve those goals, companies need to gain a better understanding of what sales and service process changes will have the most impact on performance and then share that insight throughout the entire company.
For instance, is it more important for a sales representative to make the sale and thereby meet her quota, or is the priority making the sale while properly setting customer expectations, thereby lowering support cost and lining up the next two sales opportunities? Aspects such as customer experience and profitability should be considered more important than simply hitting a sales number or call handling quota.
Changing long-standing approaches, however, requires operational reassessment, focused execution, and reinforcement at every level of the organization. With the massive rise in enterprise data, sales performance management and service performance management are two technologies that can help companies reach their customer facing goals.