I’m sure that you savvy sales professionals can sense that Salesforce makes a very convincing case for how their platform benefits selling organizations. Trailhead modules like Grow Your Business With Sales Cloud, Sell the Salesforce Way, Close Deals Faster and Sell Your Services make it pretty clear that Salesforce knows what sellers are looking for. But…here’s an intriguing question. What’s in it for customers? What benefits do end customers realize when their suppliers invest in a Customer Relationship Management System?
Task – Go to Trailhead. Use the search box at the top of the page to search for trails/modules that speak to how Salesforce ultimately makes life better for end customers.
Hint – think of common customer pain points that Salesforce might address (“my supplier doesn’t understand my needs”, “they don’t communicate well across functions”, “the customer service people don’t know what the sales rep sold to me”, “they don’t come out quickly on service calls”, they don’t keep good records of my issues”, “they don’t measure customer satisfaction effectively”, they don’t understand my business”, “they don’t empathize”, “they don’t love me anymore”, etc.)
Hint – use search terms that will yield customer-centric Salesforce features and modules (customer research, customer service, customer satisfaction, empathy, customer experience management, etc.). Remember that one of Daniel Pink’s New Selling skills was “Perspective Taking”. That’s what we’re doing here. We’re flipping CRM around and looking at it from the customers’ perspective. .
Start out YOUR post with the words “As a customer, I want my suppliers to have a CRM system because…”. BE AN INDIGNANT CUSTOMER! First identify the “Pain” (how suppliers fail their customers) then identify the “Gain” (how suppliers will do a better job with CRM). Be specific! Don’t repeat someone else’s point! There’s lots of material in Trailhead for this.
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