A growing number of companies are looking to get their customer service department to start generating sales…
Not so long ago, customer service and the sales department were two worlds that very rarely overlapped. Now, with the emergence of the internet and online selling, the lines between their roles are becoming increasingly blurred.
Since bots now fulfil more and more support tasks, customer service is veering towards providing support to salespeople and, doing so, generating more sales. Consequently, a growing number of businesses wish to transform their customer service into a profit centre, instead of a cost centre.
Don't underestimate the difficulty of this endeavour.
The roles of a sales organization range from simple and diverse to specific and complex. The diversity and complexity of sales organizations tend to depend on the company's maturity and the number of markets it services.
Young companies follow a relatively basic business model, usually as a result of having fewer employees and a lower hiring budget than larger companies. Some smaller businesses try to mimic the structures of larger organizations which only adds unnecessary complexity. I usually recommend they simplify.