From Cellmates to Soulmates: Integrating Sales and Service

Overview

This book is about customer relationship management, just not in the typical sense. Let's be honest. The people responsible for maintaining customer relationships in your company don't get along. Sales and service don't share the same goals; they don't coordinate work; they barely communicate. Is it any wonder customers come and go as if they're moving through a revolving door?

The authors describe in practical, real world terms how to integrate (literally) a company's sales ...

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More About This Book

Overview

This book is about customer relationship management, just not in the typical sense. Let's be honest. The people responsible for maintaining customer relationships in your company don't get along. Sales and service don't share the same goals; they don't coordinate work; they barely communicate. Is it any wonder customers come and go as if they're moving through a revolving door?

The authors describe in practical, real world terms how to integrate (literally) a company's sales efforts with its service delivery. When sales and service work together to develop and maintain healthy relationships with customers, the company achieves greater profitability by improving customer acquisition, and building customer loyalty with a purpose: to generate repeat, recurring and referral sales.

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Product Details

  • ISBN-13: 9781589393400
  • Publisher: Virtualbookworm.com
  • Publication date: 1/28/2003
  • Pages: 172
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.56 (d)

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Sort by: Showing all of 3 Customer Reviews
  • Anonymous

    Posted August 20, 2003

    A book that addresses how business really works

    Finally there is a book that acknowledges how companies really interface, at the personal relationship level. A smart, concise description of how this interface often works against the goals of both groups and proposals for real life solutions on how to correct the problems. A creative and important work that will help those who are involved in this process. If you change the mindset of the participants in this process you can change the outcome. This approach is based on sound psychological principals that work in other areas of human interaction.

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  • Anonymous

    Posted May 14, 2003

    A must read!

    Making sales and service work well together is huge undertaking that has to be done for a company to work. This book is a great tool to showing you how to do that! It's well written showing the symptoms of your problems and how to devise solutions. Heisler and Jones demonstrate their incredible experience and know-how to help you improve your profits by getting your company to work!

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  • Anonymous

    Posted February 28, 2003

    sales and service make strange bedfellows

    Ah yes, sales and service, strange bedfellows indeed. Whether these two parties are called sales and operations, ¿the field¿ and ¿headquarters,¿ ¿outside¿ and ¿inside,¿ or less complimentary terms, the tension between sales and service is well known, and tackled head on in From Cellmates to Soulmates: Integrating Sales and Service, by Mark Heisler and Suzanne Baldino Jones. The authors assert that maintaining sales and service as two separate functions fosters poor customer relationships and hampers creating customer satisfaction and building strong customer loyalty. By drawing upon personal experience and impressive research from a variety of industries, Heisler and Baldino Jones offer a more effective method than the standard practice of sales making the sale then handing the customer off like a hot potato to the service side for delivery and execution. They see integrating sales and service as the foundation for ¿dramatic organizational transformation.¿ The authors perform a comprehensive autopsy of why businesses develop unhealthy customer relationships, how in fact, companies push their customers into the arms of the competition during the traditional sales process. It describes how organizations send mixed messages to both employees and customers, ultimately harming internal and external relationships. From Cellmates to Soulmates provides a primer on integrating sales and service, including how to break down long-standing barriers between sales and service, creating customer oriented processes and systems, reshaping jobs and structures, and handling the people issues associated with those tasks. I liked that this is not just another book about customer relationship management. It is grounded in solid theory and is field-tested by the authors¿ experience as executives and consultants. From Cellmates to Soulmates is engaging, fast-paced, and well researched. But more importantly, it offers a step-by-step process for creating a happy marriage between two traditionally incompatible partners.

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