Sales and Marketing: Alike, Different and Essential

“Sales” and “Marketing.” The two go hand-in-hand. In fact, they are often used interchangeably. Yet, they are two different but related and very important functions in today’s organization. In this white paper, I outline key similarities and differences between the two. By defining where they are alike and where they are different, managers can establish clearer and more effective expectations for each.

Customers in the Middle

Customers can be wowed by service or angered by it. In many cases, there are a significant percentage of customers who are neither--they are smack in the middle. The service delivered was okay but not great. Download this white paper to learn what you can do about these customers and move them out of the middle.

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Our mission is simple--to help managers in business-to-business companies improve customer service.

We do this by focusing on doing three things:

Measure:

Collect valuable customer feedback, which provides insights and ideas for customer service improvement
Determine market needs from the customers' perspectives so opportunities can be realized
Quantify market trends and directions to help guide a company's plans

Manage:

Provide managers with the timely information they need to better manage the customer service process
Create robust planning processes that encourage business organizations to build on their strengths while correcting weaknesses
Manage the employee/customer engagement process to identify areas of opportunity

Improve:

Working closely with clients, creatively improve customer service and develop effective customer retention strategies for more loyal and more profitable customers
Ultimately, create a customer service experience that produces positive word-of-mouth among your customers