How to choose a trusted BtoB sales provider in a context that requires unfailing adaptability? Remote, automation , customer experience: the rules of the BtoB sales game have evolved with the health context. How to sort through, find your way around and not get lost in the twists and turns of telemarketing companies? At Phone Partners , we have identified the 5 pillars of any good telemarketing the B2B salesperson provider, based on our experience and the latest trends observed in telemarketing.
1. Value customer loyalty
While prospecting and acquiring new customers is essential, it should not overshadow the retention of existing customers. Indeed, the quality of the commercial relationship should not be put aside in favor of quantity. Did you know that winning a prospect costs 10 times more than retaining a customer? Or that a 5% improvement in loyalty increases profits by 10 to 15%?
In the particular context that we know, the attention paid to the quality of the commercial relationship via customer satisfaction should be part of the priorities of any telemarketing company. This constant search for customer satisfaction meets a dual objective:
- Increase the frequency of your customers’ purchases
- Transform them into prescribers of your services
To do this, the key is listening to the phone number library market, understanding the customer’s needs, and regularly monitoring their developments. It is by carrying out surveys and modeling the customer journey that we find the crucial information to guarantee and implement an optimized Customer Relationship Management (CRM) approach for each company we support. This detailed knowledge of your customer satisfaction constitutes a differentiating lever for your loyalty objectives.
2. Refocusing the human being at the heart of technological processes
We are all well aware that today, the major consumer trend is the increase in conversation volumes via digital – in a recent study, no less than 54% of customers claim in a study to have bought more online in recent months. However, in the same study, we discover that 65% of them no longer support standardized and impersonal exchanges 1 .
Following the health crisis and the various relational restrictions that have been experienced, customers are more receptive than ever to human exchange, empathy, and understanding. It is of course essential to take into account all the technological advances in automation (Chatbot, conversational AI), but the human remains at the center of customer concerns. For BtoB companies, this is therefore a real commercial challenge: finding solutions to accommodate customer volume, while creating personalized relationships. The customer, whether in BtoB or BtoC, expects listening, reformulation, questioning, and empathy from the company that contacts them.
Stratégie Magazine No. 2079 “Customer relations in full transformation”
3. Think ever more digitally
As we said above, 54% of customers say martech and salestech: opportunities and challenges they have bought more online recently. Offering a reflection on the online customer experience, via different media (chatbot, instant messaging, social networks) is essential.
Thanks to new developments in terms of AI (Artificial Intelligence), the conversation can be managed as automated as possible with chatbots for example, in order to best support customers in their purchasing process, or by intelligently using marketing automation , which allows you to offer the right product, at the right time, to the right prospect, via the right channel. All of this must of course be part of a balance that allows people and personalization to be placed at the heart of the commercial strategy.
4. Treat data as a precious commodity
To choose your usa lists service provider wisely, do not put aside the data aspect . Indeed, your commercial data constitutes one of the most valuable assets of your company. It is your heritage. Knowing how to make it grow means adding value to your company and ensuring its future.
It goes without saying that your service provider must offer you a high-performance CRM (Customer Relationship Management ) tool , adapted to serve your commercial objectives. Such a tool allows you to exploit commercial data (data mining) and align your commercial strategy.
Whatever your level of maturity in terms of database, Phone Partners offers to work on the analysis, collection and optimization of the strategic, operational and multichannel exploitation of data in order to ensure your commercial development.
5. Take into account what already exists with a view to optimization
A telemarketing service provider must be both a reliable support for any BtoB company, but also a companion who will allow your company to develop by taking into account its values, its specificities, but also what has already been put in place by your teams. Our objective: to develop processes, train and lead teams in a constantly changing environment while respecting the company’s values and history as much as possible.
Our support is based on 3 pillars:
- Becoming aware of what is changing in business processes, such as the speed of adaptation or the means and tools available: social networks, email, chat, e-commerce, customer journey, etc.
- Adapt by understanding change and transforming it into opportunities. For example, understanding the issues, perceiving the opportunities linked to new. Practices and overcoming fears linked to the new uses and tools expected by prospects and customers.
- Act by modeling new business approaches, moving forward better and faster with. The new tools available, and generating buy-in through new business challenges to be achieved.
Partner of SMEs and major accounts in industry, construction and services, since 1986. Phone Partners supports Directors, Sales Managers and. Customer Relations Managers in managing remote commercial relationships.
