Increasing customer retention by improving quality in sales: Identifying improvement opportunities in sales processes

摘要

The first step toward applying quality to the sales function is to identify customer requirements and get feedback on how well sales is meeting those requirements. In the October 15 issue of ERCR, we discussed the most common way companies gather this information, the written sur-vey. Although it is the most popular approach, it's by no means the only one available or the most effective.