It’s a big marketplace, the number one rule of sales is….

It’s a big marketplace, the number one rule of sales is….

It will take the average reader 1 minute to read my post. By the time you’ve finished reading:

$11.4m in cybercrime damages will be incurred

Two new successful hacking attacks will be launched

2,645 records will be stolen in data breaches

That’s hefty. And a burden on business.

One of my vendors’ billing systems got hacked. My bank reported unusual activity, and I declined the transfer. The vendor’s response was to suspend my account. And then not reinstate me because I had, in fact, declined to pay the fake payment. Despite my best efforts to explain, their customer services reps, billing department, client support services just could not understand how to fix the problem. I suggested they just create a new account number with my old ID and I’d provide them with a new payment means. After 6 weeks of back and forth, ‘they’ figured it out and did just that.

And there is the problem. Their issue resolution system did not allow me to talk with an individual. Only an AI Bot. There was no number to call. No chat support. I even reached out to employees I had worked with. No help.

Technology companies can easily fall in love with their own technology and forget who they serve. Customers are the life blood of business. If you don’t have them, you don’t have a business. Things always go wrong with customers at some point, in a SaaS business model, you have to have a process to reassure and resolve customers. If not, they attrite and you have to buy them back…and the 14 people they told about their experience.
I’m nothing to this vendor. My small purchase won’t make anyone wealthy and high-five their sales manager, but I am a voice in a big marketplace. I would love to help them address their issues. Little process tweaking, training and leadership development would be involved.

In the meantime, I’m looking for an effective sales engagement platform with powerful buyer intent data. Any thoughts other than Apollo.io?

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