• Introduction

    • When it comes to serving your customers, every group has its job to do. Your sales team is usually the tip of the spear, developing initial relationships, setting expectations, and putting products or services into your customers’ hands. Meanwhile, your service team takes the baton once the deal closes and does their very best to deliver on the company’s promises and ensure customers are happy and continually deriving value. 

    • Unfortunately, when those promises fall short or common problems arise, service teams are usually the first to hear about it. And when sales and service are fundamentally working from different playbooks, short-term customer satisfaction suffers, and long-term customer loyalty falters. The end-to-end customer experience is too valuable for each team to be off on their own with different objectives in mind.

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