The top 10 reasons why B2B and high value B2C sales pipelines fail
switched-on have conducted hundreds of audits through our Scorecard research service. The service identifies the key systems and people failures that result in an unsatisfactory customer experience when prospects make first contact with a business as a response to a campaign or general sales enquiry.
Here are the top 10 reasons for failure...does any of this look familiar?
Efficient management of the initial prospect call is vital, and fails when the people taking the call don't have the skills, training or systems to quickly profile and pass on the lead to the appropriate sales person.
Lack of positive or poor attitude from the initial contact person - whether customer service, reception or outsourced call centre.
Multiple systems across company and suppliers results in leads falling through the cracks.
Promised actions are not implemented - there is no information sent or follow-up call made.
Inconsistent or lack of sales rep training and processes to ensure all leads are followed up appropriately and promptly.
The sales rep doesn't ask or capture the prospects details.
Too much focus on filtering inappropriate prospects out of the pipeline - resulting in a profiling system that rejects borderline or good prospects.
Web form enquiries are either inconsistently or not followed up at all.
The time it takes to follow-up after initial enquiry takes too long - customers expect instant response or they move on.
Most companies don't scientifically and objectively audit their sales capabilities and have little idea what is wrong in the first place.
For more online information about our Scorecard sales pipeline auditing service click here
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