Under what circumstances will your SLA be dismissed? Whether your contract serves one customer or two internal divisions, you`ll usually find that you put the SLA on the hack block if it doesn`t work. Maybe your goals have not been achieved in the last three months or the current agreement simply does not have an agreement from all parties involved. Take that marketing sales goal and divide it by the average revenue per new number of customers, and you have the number of new customers needed to reach your sales goal. If you have sales leads, you need to do the same math. Smarketing is the concept to ensure that sales and marketing teams are on the same side and function as a unit. They need to break down common goals to ensure that both parties understand their role in achieving those goals. This makes it more likely that if marketing achieves its goal, the sales team will also succeed. In order to avoid disagreements month after month, the marketing division should define a specific digital marketing goal that fits the sales team. According to a CEB study, 87% of distribution and marketing professionals use negative terms to describe each other. There`s a good chance it won`t surprise you, does it? For Company X`s sales and marketing teams, it`s a breeze to rub shoulders with an internal SLA that provides leads from marketing to distribution every month. But what if they wanted to incorporate a customer loyalty strategy into this contract and make it an SLA between distribution, marketing and customer service? After the closing of the sale of 50 customers for the month, the after-sales service has the mission to keep these customers happy and fruitful while using their product. In a multi-stage SLA, Company X can have Joan, the VP of Service, sales manager Amy, send monthly “customer irritation reports,” based on the dialogue the sales team has with its customers on a regular basis. This helps the customer service team set up a knowledge base that will better prepare them for the pain points that customers are calling for.
Learn more at the HubSpot Academy about the growing role of customer service for business growth. . . .