Trust

What is it?

It is a measure created using a quick survey covering key elements of the buying cycle to obtain feedback from both customers who were won and lost.

It demonstrates the gap between what the salesperson believe they are doing to how it is perceived by the customers. As a result, sales managers get an unbiased view of what worked, what did not and the level of control that can be exerted on those areas. The report combined with other insights can be used to understand what the organisation can do to:

1. Improve salespersons skills and professionalism
2. Enhance performance by revealing perceived gaps between salesperson and customer

Why we created it

The buying process is getting complex involving multiple stages and people. With minimal differentiation between products or solutions, the salesperson/team's ability to perceive and respond to customer needs and wants differentiates winners to the also rans.

The win-loss approach helps create a structure to understand what a customer perceives as valuable and those that are not in the buying cycle. It compares this against what the salesperson and or the organisation think they are doing revealing obvious gaps.

Sales managers can determine how to bridge the gap to create support systems that work and understand the impact of support provided on performance. Sales leaders can use this to understand and train sales managers and get them to attract, acquire, retain, and grow their sales teams.

What is great about it

Companies can over a period develop blind spots on aspects of the buying/selling cycle and take some of their strengths for granted. Having this insight would help them to prepare better for each conversation. A sales leader on the other hand gets an overview of the organisation and teams' ability to win or lose business. The insight can be used to create team performance training programmes.

What is it?

It is a quick survey completed by customers based on the unique profiling tool created by us. It helps understand the levels of trust, loyalty, commitment the customer has with the salesperson, the organisation, and the product.

It also reveals the levels of care and empathy demonstrated by the salesperson towards them. The customer relationship quality report combined with other insights can be used to understand what the organisation can do to:

1. Improve the buying experience for customers
2. Enhance performance by addressing process and people challenges

Why we do it

The CRQ metric helps create a structure to understand the actions that build trust and demonstrate empathy which in turn identifies the levels of satisfaction, commitment, and loyalty the customers demonstrate.

The CRQ metric will help an organisation to understand what the star salesperson is doing, the processes that work, the impact of support provided etc. Sales managers can determine where to focus their time, guide product development, and allow for alignment across the organisation. This includes understanding and training salespeople and get them to attract, acquire, serve, and retain the most valuable customers.

What is great about it

In a B2B scenario, a salesperson might have to deal with multiple stakeholders. Having the insight would help them to prepare better for each conversation. In the same vein understanding the overall quality of relationships and the resultant customer intent would help their managers create a training programme to help their salespersons perform better.