[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#Article","articleBody":"Sales and service working together can dramatically improve CX, customer loyalty, customer retention, and the bottom line. And although we may not have a crystal ball to show us what the next normal will look like, we do know that every crisis brings opportunity \u2013 and now is the time for companies to rethink business models and become truly customer centric.\nBy truly understanding what your customers need and expect from your company, you\u2019ll be better positioned to deliver business value while increasing customer lifetime value.\nAnd to achieve this, breaking the silos between sales and service becomes an imperative. Let me tell you why\u2026\nSales and service leaders: The time for change is now\nBy breaking down the data silos between sales and service, you enable your sales and service professionals to get a single and comprehensive view of the customer.\nFor example, both teams having visibility into key customer data like:\nLeads\nOpportunities\nQuotes\nOrders\nTickets, and more\nMore importantly, sales and service working together allows both teams to better understand customers\u2019 needs, challenges, and what matters to them \u2013 as well as how this might change or evolve over time.\nBy sharing deep insights, your sales professionals will be empowered to become trusted advisors and your service professionals will be enabled to deliver personalized experiences and faster resolutions.\n \nWhat does customer aftercare mean | Definition, examples, benefits\n   Customer aftercare refers to post-sale customer service. It includes all of the steps, actions, communications, and processes that take place after a sale to keep customers satisfied, engaged, and loyal.  \nSales and service working together: Discover the benefits\nAs companies start shifting from selling products to selling outcomes, the lines between sales and service begins to blur \u2013 this has only become more prominent now that that B2B sales has mainly shifted to digital due to the COVID-19.\nSales professionals become brand ambassadors that are involved in servicing the customer and play a key role in making sure customers receive the business value they expect from your solution. And service professionals are expected to do more to generate value by leveraging opportunities to upsell or cross-sell as they interact with customers.\nWhen you break the silos between sales and service, you support this convergence by providing sales resources full access to the appropriate set of service capabilities and vice versa. This enables you to:\nImprove collaboration\nMake better use of resources, knowledge, and expertise while optimizing customer engagement across all touch points\nIdentify, track, and act on shared metrics such as customer churn, customer retention, cross-sell and upsell rate, customer lifetime value, and more.\nEmpower your sales and service teams to enhance each other\u2019s ability to drive customer value\n \nMake sales not war: How sales + marketing can increase revenue and loyalty\n   When customers own their engagement with your brand \u2013 where, when and how it happens \u2013 when engagements are smaller and more personal, and when it takes more to keep hold of a customer\u2019s attention, the lines between sales and marketing begin to blur. Sales would love marketing to deliver qualified leads, and marketing campaigns\u2026  \nDeliver personalized, relevant, and effortless experiences\nBoth sales and service are at the frontline of customer engagement, guiding and supporting customers across all touch points \u2013 and customers expect a seamless and consistent experience across sales and service.\nFurthermore, customers expect your company to engage with them \u2013 anytime and anywhere. To ensure that you don\u2019t miss any opportunities to deliver convenient, personalized, and effortless experiences to customers, sales and service must be aligned.\nOnce you go beyond breaking the silos between the front office and back office, you\u2019ll fully streamline business processes to deliver seamless and transparent end-to-end experiences for the customer.\nBy enabling key activities like quoting, opportunity management, ordering, contract management, and more, your sales and service teams will possess all the insights and information they need to deliver relevant engagements and speedy resolutions that build lasting customer relationships.\nThe decisions you make today will impact the future of your business. Embrace this opportunity to support your digital transformation and become genuinely customer centric.\nBy aligning sales and service, your company will deliver better customer experiences, increase customer satisfaction, and drive revenue growth. It\u2019s a journey \u2013 beginning now can better predict the success of your business \u2013 even without a crystal ball.\nWhat\u2019s your CRM done for you lately? Explore the powerful punch of Sales + Service Cloud via this interactive masterpiece.","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/04\/Isabel-Pic-150x150.jpeg"},"name":"Isabel Mora","sameAs":["https:\/\/twitter.com\/Icmora","https:\/\/www.linkedin.com\/in\/icmora\/"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/isabel-mora\/"},"dateModified":"2021-12-28T01:16:19+00:00","datePublished":"2020-08-26T06:01:04+00:00","description":"Sales and service working together can dramatically improve CX, customer loyalty, customer retention, and the bottom line.","headline":"Sales and service working together: Aligning for success","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/08\/V2_FCEE010_salesandservice-1200x630.jpg","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/","name":"Sales and service working together: Aligning for success","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#Article"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"08","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/08\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"26","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/08\/\/26\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Sales and service working together: Aligning for success","item":"https:\/\/www.the-future-of-commerce.com\/2020\/08\/26\/sales-and-service-working-together\/#breadcrumbitem"}]}]