Miller Heiman Releases New Research Findings in Recognition of Customer Service Week
Superior results in key performance metrics are seen among companies that report knowing their customers and being able to adapt to their changing needs.
RENO, Nev., Oct. 9, 2013 /PRNewswire/ -- Miller Heiman Research Institute today released new findings from its sales best practices database about the performance results found among companies that demonstrated a commitment to being customer focused. An analysis of customer-focused behaviors from the latest Miller Heiman Sales Best Practices Study showed a significant performance gap between those who reported these behaviors versus those who were inconsistent in applying these best practices.
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Those who reported customer-focused behaviors had an average gap of 13 percent in performance metrics including account acquisition, customer retention, account billing, and revenue growth. This performance gap increased to 25 percent when combined with several additional best practices in selling and sales management.
"Discipline in applying customer-focused best practices is a significant growth lever," says Joe Galvin, Chief Research Officer, Miller Heiman Research Institute. "Business leaders who are committed to not only talking about being customer-focused, but are willing to commit to the structure, processes and behaviors required to achieve this objective are winning."
Examples of the customer-focused behaviors analyzed include:
- We consistently use a formal process for measuring customer satisfaction / loyalty.
- Our salespeople have a solid understanding of our customers' business needs.
- We clearly understand our customers' issues before we propose a solution.
- We have relationships and dialog at the highest executive levels with all our strategic accounts.
- In an average week, our sales force definitely spends sufficient time with customers.
Miller Heiman released these new insights in recognition of Customer Service Week, October 7-11, and has included many of these best practices for building and maintaining profitable customer relationships in a new publication: A Guide for Getting Closer to Customers: 6 Strategies that Work, available through the company's website.
The 11th annual Miller Heiman Sales Best Practices Study is currently open. Study participants receive access to the findings, which are expected to reveal best practices in customer management, sales team enablement, and sales management among organizations that are outperforming in year-over-year growth. www.millerheiman.com/research
About the Miller Heiman Research Institute
The Miller Heiman Research Institute provides world-class research and unparalleled perspective on global best practices to help B2B sales organizations improve sales productivity and performance. For more information, visit www.millerheiman.com/research_institute
About Miller Heiman: The Sales Performance Company
Miller Heiman is the proven leader in sales performance, bringing game-changing insight to sales leaders worldwide for more than 35 years. For more information, visit www.millerheiman.com.
SOURCE Miller Heiman
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