While sales and support are the part of the same unit, they work in an isolated manner. How do you calculate their value? So, you think that the ability to close more deals in less time and winning attitude both together define the perfect salesperson, right? And, I feel you will assuredly agree with that a best support team is the one which has high escalation rate and full accuracy, isn’t it?
Well! Having these two set of people is a lucrative sign to your business but it is not the sufficient and necessary condition that will help flow the profit stream into your business. Being customer targeted is not the right way to hit the target rather you need to focus on activities too.
Offering different incentives to both the team is not a way to keep them unite rather you are inviting an unhealthy environment inside your office. Do you know the modern concept organizations are relying upon today? Salespeople are incentivized heavily based for as many customers they acquire as they can whereas support is seen as the fixed cost portion. One side the responsibility of the sales staff gets completed as they close deals with customers. On the other side, the support team is asked to satisfy the customers with the extreme efficiency level. Now, what happens in the case of no alignment of sales and support? The sales team tries to sell out the products using any tactic and sometimes they cost customers too high just to filter out some benefits. On the other hand, support team doesn’t provide them satisfactory support and ultimately the disappointed customers surrender your service. Now see, who suffers? Of course, business and customer. You know what is the actual reason? It simply the higher incentives being paid lures them and inspires for the best performance whereas the unsatisfactory incentives make support team lazy. Therefore, the organizational structure must follow the justified strategy.
Suppose bundles of benefits are rolling upon your business ground because of your sales team only and no-wonder salespeople are considered perfect to open the growth path. Now when you see the benefits, you simply try to double the sales team size thinking it will double the business benefit, right? But, I tell you the actual picture! Doubling the sales team size might get you the profit at the start but it is not good for long-term growth. In a move to reap the maximum benefit how your sales reps are dealing with outside customers and what strategies they are adopting to convince them – are not being seen. They might use a wrong and unethical method to close the deal like telling them the features and qualities which are actually not the part of the product. Now, what happens? Its that simple the unsatisfied customers will call the support team but the team might deny giving the right service or avoid them in some way such as ignoring their call or keeping them on hold. The support staff does so because they can’t tolerate the excess pressure so they find a way to get rid of this trouble anyhow. Here again due to the mismanagement customers and business both suffer.
So whatever the reason is, know one thing eventually the misalignment of sales and support pushes the business into the loss.