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GROWTH

Post-Sale & Service

UNDERSTAND

U

Conduct Interviews & Review Data

NAVIGATE

N

Define Service Workflows

IMPLEMENT

I

Unlock Customer Satisfaction

TRACK

T

Track Progress

YIELD

Iterate & Evolve

Y

Using the UNITY framework, let's explore a specific scenario that may keep you up at night...

Scenario

You know how to sell, but somehow the client delight isn't there. While you recognize the importance of execution, it's not quite clear what the breakdown is. Nonetheless, securing repeat business, driving up-sells, and generating word-of-mouth referrals all rely on succeeding in this area.

01

Conduct Interviews & Review Data

  • Analyze the post-sale and service phases of the customer journey to identify key touchpoints and opportunities for improvement. 

  • Gather feedback from customers through surveys, reviews, and direct interactions to understand pain points and areas for enhancement. 

  • Assess the skills and training needs of customer service and support teams to ensure they can provide exceptional assistance. 

  • Evaluate the technology and tools used in post-sale and service processes, including customer relationship management (CRM) systems and support platforms.

02

Define Service Workflows

  • SWOT analysis for post-sale and service optimization, such as increasing customer retention rates, improving customer satisfaction scores, and boosting upsell/cross-sell opportunities. 

  • Develop a customer support strategy that outlines how to provide exceptional assistance and engagement during post-sale interactions. 

  • Create a training plan to equip customer service and support teams with the necessary skills and knowledge to deliver exceptional support. 

  • Create plans for enhancing technology and tools to streamline post-sale and service processes.

03

Unlock Customer Satisfaction

  • Execute the customer support strategy by providing exceptional assistance and engagement during post-sale interactions. 

  • Provide training to customer service and support teams, focusing on soft skills, product knowledge, and issue resolution. 

  • Deliver technology enhancements that improve the efficiency and effectiveness of post-sale and service processes. 

  • Establish clear communication channels for customers to provide feedback and address concerns promptly. 

  • Deploy quality assurance measures to monitor and maintain service quality standards.

04

Track Progress

  • Define key performance indicators (KPIs) related to post-sale and service, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), customer retention rates, and revenue from upsell/cross-sell activities. 

  • Continuously analyze customer feedback and survey responses to identify areas for improvement. 

  • Monitor and evaluate the rate of issue resolution by customer service and support teams, providing feedback and recognition. 

  • Evaluate the effectiveness of technology enhancements in improving post-sale and service processes.

05

Iterate & Evolve

  • Analyze collected data, including KPIs, customer feedback, and employee performance, to evaluate the success of post-sale and service optimization efforts. 

  • Develop an adjustment plan based on data analysis, identifying refinements to customer-supporting strategies, employee training, technology, or communication processes. 

  • Conduct regular working sessions to ensure consistent progress without the need for full-scale change. 

  • Foster a culture of continuous improvement in post-sale and service practices, seeking new ways to enhance customer satisfaction and loyalty.

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