We call our model the Customer Service/Sales

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