Why Call It the Customer Service/Sales Profile?
We call our model the Customer Service/Sales Profile because
every business activity is ultimately justified by how it serves the
customer. Even if you and your team never see a cash-paying
external customer, the contribution you make must have some
positive
impact on those external customer relation-ships or
else you should
strongly
question its value and purpose. We use the phrase
“Service/Sales” to
remind
us of three impor- tant truths. Truth #1: Sales do not equal
relationships. Way
back
in 1983, Theodore Levitt wrote an article for the
Harvard Business
Review
titled “After the Sale Is Over.” In it he explained
that the sale is
just
the beginning of the relationship with your customer—a relationship
more akin to a marriage than to a one-night stand. And
consultants, practitioners, researchers, and authors
have been building on this theme ever since.
excerpt from
the book "CUSTOMER RELATIONSHIP MANAGEMENT