If the whole, entire company supported revenue generation, how strong would your customer care or customer service team be?
Would nothing ever slip through the cracks?
If everyone supported revenue generation, how easily could we detect a disgruntled customer about to leave us?
I’ve thought about this because of two situations in one week.
After more than 15 years, I turned to another cellular phone provider – not for anything that was horrific – mostly for indifference. The service will switch over in a couple of days and my long-standing provider doesn’t know it yet. I wonder if they will even reach out to me to ask why it happened once it does. What if they would have called me once a year – OK, once every five years – to see how I am doing? They are going to be surprised if they even notice. Am I just another transactional number to them?
On my hour-long drive into Logan Airport in Boston I worked to reach my airline to see about getting on an earlier flight. Because I’m an “elite” flyer with this airline I have a special number to call. I was so special that I was on hold for more than 22 minutes and they never answered. I hung up, irritated – knowing I’d be at the airport quicker than I’d get help by phone. Since I did punch in my member number, they should know that I called in twice and was not helped – but do you think they will ever reach out to me and apologize?
In both cases these didn’t involve the sales department, although in at least one case, revenue will be lost. In the other, it may have been a tech issue, because the computers were going down at the airport sporadically. They could still do something – an AI generated email even.
It is not just the job of the sales team to support revenue generation –
It’s the C-suite
It’s the technology
It’s the support team
It’s the product team
It’s marketing
It’s everyone there.
How can you work better together with the other teams in your company for a single purpose – customer satisfaction and even customer elation?
Lori Richardson helps mid-sized companies grow revenues by solving key issues in their sales department - like recruiting, retention, diversity hiring, process, pipeline and leadership. She speaks at CEO groups on topics of sales growth. Clients include companies in the technology, telecom, manufacturing, distribution, and professional services industries. Subscribe to the award-winning blog, follow her on Twitter
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Lori Richardson is Founder & CEO of Score More Sales, a top B2B sales strategy firm helping mid-sized companies grow revenues by solving key sales issues - like recruiting, retention, building an inclusive sales team, process, pipeline, and leadership. Lori is also the President of Women Sales Pros - a community created to increase the number of women in sales, as well as in AI-powered and sales leadership roles. She speaks to CEOs on topics such as sales growth, the power of mindset, and the importance and value of a strong sales culture. Clients include companies in the technology, telecom, manufacturing, distribution, and professional services industries. Salesforce named Lori a Top Sales Influencer in 2021 - 2025. Lori has been named a top sales influencer over the years by LinkedIn, as well as many other companies and organizations. Her book, She Sells, is on hiring more women for B2B sales roles. Subscribe to the award-winning blog, follow her on Instagram, X, and LinkedIn.
A Sales ScoreCard measures the whole sales organization and shows you where the revenue gap actually is.