Account Management Solutions

Customer Retention and Growth

Benefits of outsourcing account management. Creating bonds to last a lifetime. Should salespeople manage their own accounts? Inherent value of using Business Developers. Using Business Developers not clerks, secretaries. Valuable contribution to profits. Outsourcing customer care cuts costs.

Benefits of Outsourcing Account Management

Account management is the proper control of customer accounts. Its value is measured in the ability to generate sales and taking care of customer service problems. Its objective is the long-term retention of customers, particularly those who contribute most to company profits.

Outsourcing account management is clearly an option to overcome the high costs of delivering quality customer service in today's competitive environment.

However, for obvious reasons outsourcing account management is often confined to the smaller and distant accounts where personal sales calls are neither practical nor affordable.

Making new customers is the front-end strategy. Holding on to them is the back-end strategy. The long-term objective is to turn every new customer into a lifetime customer.

Create Bonds to Last a Lifetime

Making lifetime customers requires manifold bonding. Product, quality, and pricing aside, it requires that every customer contact, by every employee, must be positive and customer friendly. From the way the telephone is answered to the way the product is sold and delivered.

It means developing trust and demonstrating a positively friendly attitude along the entire chain of interpersonal relationships. Your sales force is an essential, indispensable link in this chain.

Should Salespeople Manage Their Own Accounts?

Once a prospect becomes a new customer and then a reordering client, his opinion of your company is focused on two fundamental factors — the quality of your service and the quality of your product. The quality of your services/product are, naturally, the consequence of your overall organization and marketing capability.

Delivering high quality service to marginal and distant accounts represents an administrative problem which does not inherently need to be managed in-house. Experience has proven that this defined work segment can be outsourced to an experienced, service-focused, sales support vendor of the character and caliber of eti Sales Support.

Inherent value of Business Developers

Your sales force is one of the main assets of your business. Its essential task is to produce more sales from existing customers, and to acquire new customers. While many companies accept that salespersons must service their best accounts, it is not essential for them to fulfill this task personally to marginal and distant customers. This is a cyclical task which can be effectively outsourced at lower cost.

eti employs mature Business Developers who have the experience and the discipline to make regular, friendly, cordial contact business calls. Successfully and at lower cost.

This is because the value of a salesperson’s time is never measured in cost per hour. Whereas that is eti's criterion when charging for our Business Developers’ acumen and time.

Business Developers preferred to clerks, secretaries

Continued personal contact is a never-ending sales and business necessity. It is not a task which can be successfully delegated to secretaries or clerks. In eti’s concept it requires high caliber Business Developers. This is a category of sales support employee which eti has innovated - and others have imitated.

It is necessary to reiterate that we are talking mainly of the smaller or distant accounts which do not warrant the personal attention of the regular salesperson. How these accounts are defined or selected is of course, a managerial decision.

Outsourcing Customer Care Cuts Costs

Basic to the implementation of high quality customer service and effective account management is technology, which usually involves heavy spending. From upgrading telephone systems, to computers, to programs and trouble-shooting, the costs come high and the urgency is always pressing.

eti Sales Support maintains a highly sophisticated computer operation to manage, update and control the accounts delegated to us. Outsourcing this important task to eti may not only improve customer service and sales but, by freeing up the sales force also increase their much needed sales productivity.