In this Expert Insight Interview, Amit Prakash discusses a concept he has come up with called Salesvice. Amit Prakash is an international business trainer, speaker, and consultant with over 16 years of action-packed and quality experience. He is the founder, lead trainer and consultant at Motivus.
This Expert Insight Interview discusses:
- The importance of integrating sales and service for a top-notch customer experience
- Why the customer experience needs to be viewed as an end-to-end process
- How handoffs between different departments can be handled more elegantly
While working in sales in the service industry, Amit interacted with companies and people from almost every other industry out there, getting to know them a lot more closely. During this time, he found that there were great sales speakers, trainers and professionals, and also great customer service speakers, trainers and professionals in the market.
However, what was missing was the integration of these two critical departments and teams. Suppose sales and service are not aligned and integrated. In that case, the gap created between the two teams and operations leads to a poor customer experience, which is detrimental to the success of any organization.
Still, today, people don’t always understand that the customer experience is an end-to-end process. It is not only related to the sale, or focused on pre-sale only, or after-sale only — it is about all of these combined. That means that if one part of the process fails, customers tend to default to the negative part of the experience.
This is why it is critical to bring sales and service together to create a unified customer and user experience. This is why Amit Prakash has developed this framework for the customer experience, starting before the sale, continuing through the sale and customer service, and ending with customer feedback management.
The handoffs between the different departments during the entire customer experience process must be handled seamlessly and elegantly because people tend to hate being dumped from one team to another and end up feeling lost.
If there’s a lack of integration, communication, and collaboration between departments, the delivery of the marketing team’s promise often fails. This is because each group follows its own set of procedures without much coordination between the different departments.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.