customer relationship Archives

With Customers, Think Lifetime

August 17, 2016August 17, 2016 by Bob Schultek

During the lifetime of a customer relationship, your company benefits from a stream of revenue and profitability that is progressively more difficult to replace if lost. Investing in customer support strengthens your relationships, increasing each customer’s lifetime value With customers, think lifetime, all of the time. Customer support is not a cost center, it’s a profit center. When companies measure their investment in customer support, they often track the cost per hour or other support function metrics. But …

3 Decisive Relationship Moments

July 27, 2016July 26, 2016 by Bob Schultek

For sales people seeking to build enduring customer relationships, there are three decisive moments. Acting with empathy and urgency during these key moments will earn you the customer’s enduring preference. 1. The “First Contact” Moment: Invest the majority of your time learning your prospect’s story, needs and goals. They want to tell you, so ask them. Then, explain how your company’s offerings produce value that resolves their problem and contributes to their success. Prospects become …