As already mentioned, after-sales service aims to establish an effective relationship with the consumer, that is, to retain the customer.
By carrying out actions aimed at retaining customers, the company gains a solid consumer base, which represents sales opportunities.
Loyalty
More than just retaining croatia phone numbers customers, the post-sales stage is capable of building customer loyalty. In other words, strategies can make consumers loyal to the brand.
Thus, loyalty makes the customer promoter of the brand, that is, he tends to recommend the brand to other potential customers, so the business attracts consumers in an organic way.
Attention: loyalty is essential for business growth, which is why we have written an article dedicated solely to this topic: learn how to build customer loyalty.
Anyone who works in sales is already familiar with the concept of a sales funnel : at the top of the funnel, the customer becomes aware of the problem; in the middle of the funnel, they look for a solution; and at the bottom of the funnel, they choose a company to make the purchase.
However, when reaching the last stage of the funnel and closing the deal, the consumer enters the post-sales funnel, a tool that describes the stages the customer goes through after the purchase.
Therefore, structuring the after-sales sector begins with understanding the funnel and its stages.
Adoption
The first stage of the after-sales funnel is adoption, also called onboarding. Here, the purchasing journey ends, the customer purchases the solution and starts using it.
At this point, the ideal thing to do is to introduce yourself, thank the customer for their preference and provide the necessary support for the user to get the best out of the solution.
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