One good way to bring harmonise between customer service and sales teams goal in order to boost up customers’ loyalty is to set a regular cadence inviting CS and sales leaders to talk about customer insights and pain points and take initiatives accordingly. In our case, we have customer council in every month where all customer & sales quality related agenda including KPIs , Voice of customer bring up and discuss which help us to take initiative aligning CS and sales team to improve customer loyalty. This really works!

To boost client loyalty, integrating customer service and sales teams is crucial. Here are some key strategies: Shared Goals and Communication: - To enhance collaboration between teams, it's essential to focus on shared goals related to customer satisfaction and maintain open communication through regular meetings. Training and Empowerment - Conduct joint training for both teams to understand roles and enhance customer loyalty. - Empower teams with tools and authority for faster, customer-focused decisions. Unified Branding - Maintain a consistent brand message at all customer touch points to build trust and fortify identity. Leverage Technology - Implement tools for smooth communication and data sharing to enhance customer experiences.

O mais interessante em um trabalho com cliente é saber qual o objetivo dele e o comportamento do mesmo. Para isso, há a necessidade de se aprofundar com a pessoa e se tornar intimo. Nenhuma AI, chat automatizado, irá fazer isso. Todo cliente irá dar preferência para amigos e para empresa a qual estiver familiarizado. A construção de uma relação humana vai ser fundamental em tempos de automatização e aonde pensam mais apenas mandarem mensagens ao cliente invés construirem uma relação sólida. 1 - Entenda os objetivos do seu cliente; 2 - Ajude-o a alcançar seus objetivos; 3 - Mantenha contato; 4 - Tenha uma aproximação humana, sem ser invasivo; 5 - Resolve os problemas do seu cliente de melhor maneira possível.

The biggest barrier to a customer service team and sales team working well together is a lack of understanding or different visions. The simplest remedy is to introduce more touchpoints between the two so they can better understand each others' challenges but it is also important to incentivise sales to customers that are a good fit for the product or service and not those customers that are likely to be unsuitable and take up lots of company time and resources.

Establish Common Objectives: Ensure both teams understand how their collaboration directly impacts client retention. Share Customer Insights: Regularly exchange information to create a unified approach to customer needs and preferences.

A few ways, this can be effectively addressed 1. A regular interaction between the customer service and sales teams where insights about customer complaints and its financial impact of customer churn is shared and debated openly 2. Empower customer service teams to take certain decisions swiftly based on customer tier 3. Initiate root cause fixes in the sales / fulfilment processes to ensure that the gaps in sales commitment and reality is removed