{"id":2872,"date":"2020-01-14T14:58:31","date_gmt":"2020-01-14T14:58:31","guid":{"rendered":"https:\/\/salesfactory.pt\/?p=2872"},"modified":"2020-01-14T15:48:12","modified_gmt":"2020-01-14T15:48:12","slug":"customer-strategy","status":"publish","type":"post","link":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/","title":{"rendered":"Sales strategy or customer strategy"},"content":{"rendered":"\n

A company’s business strategy has several key drivers. Some authors have a \u201cproduct is king\u201d principle, which is still debatable today. Should you, therefore, have a product sales strategy or a customer strategy? Probably both.<\/p>\n\n\n\n

Let’s consider that, as starting point, our product strategy is absolutely defined, market study done, competition, pricing, communication plan, all done. So we leave it there. Let’s focus on customer.<\/p>\n\n\n\n

Client is king<\/h4>\n\n\n\n

No product is king if the customer is not king. Hence, we can say that the “client is king”. Today, more than business strategy, we want to talk about customer strategy. This approach is not new, as management teams have long focused on customer satisfaction, loyalty and retention. Hence using Satisfaction questionnaires, customer-journey processes, Net-Promoter-Score (NPS), among other tools.<\/p>\n\n\n\n

At the outset, to get there, you got to have data. On the one hand, an accurate definition of the persona and customer needs is required, tailoring messages to the target customer. On the other hand, in today’s customer base, we have to know and differentiate them. Categorizing customers by relative weight in our portfolio is a possible way. Give priority to the core that represents 80% of the result: it will be no more than 20% of the total. Then dedicate new marketing effort to customers with growth potential. If client is king, as a result product is king.<\/p>\n\n\n\n

The processes<\/h4>\n\n\n\n

At the same\ntime, have optimized processes to communicate with customers. Do we have a\ncustomer-journey process and analyze friction points? Do we have customer\nfeedback and really use this information? Let’s not forget that there are\ncustomers who don’t complain, but that doesn’t mean they are satisfied. We\nshould worry about these. There are studies that say 91% of dissatisfied\ncustomers don’t complain. One day they go away and don’t come back.<\/p>\n\n\n\n

What to do?<\/h4>\n\n\n\n

In the age\nof business strategy 4.0, where we can have omnichannel communication, we must\nmake sure the customer has an open and easy way to communicate. Chatbots,\nemails, social media, helpdesks, among other channels. We must, however, be\nconcerned about the silent majority (as Bill Price tells us). This is the\nuniverse that, regardless of the available channels, does not give us feedback.<\/p>\n\n\n\n

It is,\ntherefore, essential that the customer service management team has visibility to\nthe customer. Nothing better than contacting customers in a personalized way. Again,\nusing the Pareto rule (80\/20), but starting with all those who never respond to\nsurveys. Or call spontaneously and get live information.<\/p>\n\n\n\n

Human touch<\/h4>\n\n\n\n

In\nmanagement, the ability to anticipate is a critical element and reduces the\nneed to invest in the future. In the case of business strategy, it must\nintegrate a customer strategy. Beyond the best value proposition, having\ntechnology and data to support the provision of service or product, it is\nessential not to lose the human touch. Start by calling your customers. Client\nis king.<\/p>\n\n\n\n

Learn more about business and customer strategy at https:\/\/salesfactory.pt\/en\/sales-marketing-consulting\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

A company’s business strategy has several key drivers. Some authors have a \u201cproduct is king\u201d principle, which is still debatable today. Should you, therefore, have a product sales strategy or a customer strategy? Probably both. Let’s consider that, as starting point, our product strategy is absolutely defined, market study done, competition, pricing, communication plan, all<\/p>\n","protected":false},"author":6,"featured_media":2659,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"qubely_global_settings":"","qubely_interactions":"","_generate-full-width-content":""},"categories":[12],"tags":[],"qubely_featured_image_url":{"full":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg",4240,2832,false],"landscape":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-1200x750.jpg",1200,750,true],"portraits":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-540x320.jpg",540,320,true],"thumbnail":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-150x150.jpg",150,150,true],"medium":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-300x200.jpg",300,200,true],"medium_large":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-768x513.jpg",768,513,true],"large":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-1024x684.jpg",1024,684,true],"1536x1536":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg",1536,1026,false],"2048x2048":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg",2048,1368,false],"qubely_landscape":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-1200x750.jpg",1200,750,true],"qubely_portrait":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-540x320.jpg",540,320,true],"qubely_thumbnail":["https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212-140x100.jpg",140,100,true]},"qubely_author":{"display_name":"SF","author_link":"https:\/\/salesfactory.pt\/en\/author\/sf\/"},"qubely_comment":0,"qubely_category":"News<\/a>","qubely_excerpt":"A company’s business strategy has several key drivers. Some authors have a \u201cproduct is king\u201d principle, which is still debatable today. Should you, therefore, have a product sales strategy or a customer strategy? Probably both. Let’s consider that, as starting point, our product strategy is absolutely defined, market study done, competition, pricing, communication plan, all","yoast_head":"\nSales strategy or customer strategy -<\/title>\n<meta name=\"description\" content=\"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sales strategy or customer strategy -\" \/>\n<meta property=\"og:description\" content=\"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article\" \/>\n<meta property=\"og:url\" content=\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/\" \/>\n<meta property=\"og:site_name\" content=\"Sales Factory\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-14T14:58:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-01-14T15:48:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"4240\" \/>\n\t<meta property=\"og:image:height\" content=\"2832\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"SF\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebSite\",\"@id\":\"https:\/\/salesfactory.pt\/#website\",\"url\":\"https:\/\/salesfactory.pt\/\",\"name\":\"Sales Factory\",\"description\":\"growing with you\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/salesfactory.pt\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#primaryimage\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg\",\"contentUrl\":\"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg\",\"width\":4240,\"height\":2832},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#webpage\",\"url\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/\",\"name\":\"Sales strategy or customer strategy -\",\"isPartOf\":{\"@id\":\"https:\/\/salesfactory.pt\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#primaryimage\"},\"datePublished\":\"2020-01-14T14:58:31+00:00\",\"dateModified\":\"2020-01-14T15:48:12+00:00\",\"author\":{\"@id\":\"https:\/\/salesfactory.pt\/#\/schema\/person\/42a0bd97553b0137faf66ada4362ff3a\"},\"description\":\"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article\",\"breadcrumb\":{\"@id\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"In\u00edcio\",\"item\":\"https:\/\/salesfactory.pt\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Sales strategy or customer strategy\"}]},{\"@type\":\"Person\",\"@id\":\"https:\/\/salesfactory.pt\/#\/schema\/person\/42a0bd97553b0137faf66ada4362ff3a\",\"name\":\"SF\",\"image\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/salesfactory.pt\/#personlogo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/b86a0ed972ad7df98aafa063df4e7536?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/b86a0ed972ad7df98aafa063df4e7536?s=96&d=mm&r=g\",\"caption\":\"SF\"},\"url\":\"https:\/\/salesfactory.pt\/en\/author\/sf\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Sales strategy or customer strategy -","description":"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/","og_locale":"en_US","og_type":"article","og_title":"Sales strategy or customer strategy -","og_description":"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article","og_url":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/","og_site_name":"Sales Factory","article_published_time":"2020-01-14T14:58:31+00:00","article_modified_time":"2020-01-14T15:48:12+00:00","og_image":[{"width":4240,"height":2832,"url":"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Written by":"SF","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebSite","@id":"https:\/\/salesfactory.pt\/#website","url":"https:\/\/salesfactory.pt\/","name":"Sales Factory","description":"growing with you","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/salesfactory.pt\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"ImageObject","@id":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#primaryimage","inLanguage":"en-US","url":"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg","contentUrl":"https:\/\/salesfactory.pt\/wp-content\/uploads\/2019\/09\/businessman-close-up-daydreaming-450212.jpg","width":4240,"height":2832},{"@type":"WebPage","@id":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#webpage","url":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/","name":"Sales strategy or customer strategy -","isPartOf":{"@id":"https:\/\/salesfactory.pt\/#website"},"primaryImageOfPage":{"@id":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#primaryimage"},"datePublished":"2020-01-14T14:58:31+00:00","dateModified":"2020-01-14T15:48:12+00:00","author":{"@id":"https:\/\/salesfactory.pt\/#\/schema\/person\/42a0bd97553b0137faf66ada4362ff3a"},"description":"Sales strategy should have a central axis on customer strategy. No product is king if Client is not king. Learn more on our article","breadcrumb":{"@id":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/salesfactory.pt\/en\/2020\/01\/14\/customer-strategy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"In\u00edcio","item":"https:\/\/salesfactory.pt\/en\/"},{"@type":"ListItem","position":2,"name":"Sales strategy or customer strategy"}]},{"@type":"Person","@id":"https:\/\/salesfactory.pt\/#\/schema\/person\/42a0bd97553b0137faf66ada4362ff3a","name":"SF","image":{"@type":"ImageObject","@id":"https:\/\/salesfactory.pt\/#personlogo","inLanguage":"en-US","url":"https:\/\/secure.gravatar.com\/avatar\/b86a0ed972ad7df98aafa063df4e7536?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/b86a0ed972ad7df98aafa063df4e7536?s=96&d=mm&r=g","caption":"SF"},"url":"https:\/\/salesfactory.pt\/en\/author\/sf\/"}]}},"_links":{"self":[{"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/posts\/2872"}],"collection":[{"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/comments?post=2872"}],"version-history":[{"count":8,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/posts\/2872\/revisions"}],"predecessor-version":[{"id":2883,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/posts\/2872\/revisions\/2883"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/media\/2659"}],"wp:attachment":[{"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/media?parent=2872"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/categories?post=2872"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/salesfactory.pt\/en\/wp-json\/wp\/v2\/tags?post=2872"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}