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Sales process improvement and customer loyalty

We recognise that to survive and grow as a business you must be effective in selling. Without effective sales the rest of the business is irrelevant. We therefore help clients to concentrate on the key elements of sales in their business, namely: being found, converting the leads to sales and doing so effectively. It is therefore vital that

• you are recognised by clients or customers as effective
• clients can find you and your services and products
• you can generate as many sales leads as possible both reactively and proactively
• your sales and marketing processes are as highly efficient and effective as possible
• you can convert your sales leads
• your sales and marketing personnel are highly skilled and professional 
• you collect the correct data to support your sales and marketing efforts

SB Partners can help in a number of ways

We can train your sales and marketing personnel in negotiating, contracting, interpersonal skills, process improvement and all other aspects of sales.

We can review and improve your sales and marketing processes to make them more effective using our business process improvement approach.

We can help you to review and set up the correct data collection to enable you to be more efficient in your approach to sales.  Can you have a sales strategy without good data?

We can help you understand your business and where you can improve through the use of our consultants who will review and diagnose the issues in the business and then help you develop your strategy.

We can help you to be found by clients and to sell more using our experts in online sales and marketing, search engine optimisation and website design.

We can help you sell more while improving your image, brand and strategy for sales with our PR consultancy partners.

If you would like to discuss any of these ways to improve your sales processes, staff, conversion ratio or lead identification then please get in touch

Customer Loyalty

It is well established that it is much more expensive to attract new customers than to retain existing ones. The higher the value of the product or service the more important this becomes.

The most successful companies have customers that feel the supplier really cares about every contact point they have them. The customer needs consistency, so a welcoming and helpful contact with the call centre is not enough if afterwards the next process in the delivery chain is weak. Loyalty is only created when every contact point and every transaction is a positive experience for the customer.

Companies need a high level of customer service in order to create the loyalty which leads to:

• Repeat business
• Positive recommendations and referrals
• Long term customer retention

SB Partners has helped customer understand the needs and expectations of the customers and improve the delivery of those expectations. As competition intensifies, the bar is constantly raised.

We think about customer loyalty from the beginning of the process - from research and new product development, through production, marketing and sales, to after sales.

It is easy to measure the number of new accounts and average revenue per customer. It is harder to measure what could and should be achieved. It can be perceived as “not my job” to find and deal with the root cause of any customer dissatisfaction. The call centre does not necessarily pass on the negatives if it’s not their job and affects their own KPIs. Customer feedback can and should be picked up all through the delivery chain. All employees should be empowered to see beyond the mechanics of their jobs in order to create a culture of continuous improvement.