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Post-sales is a collection of processes that occur after closing a sale with a customer. These include sales, marketing and operational processes that deliver your obligations to the customer and build upon the customer relationship. The following are common elements of the post-sales process.
Order FulfillmentDelivering products and/or activating services. In many cases, a salesperson acts as a single point of contact for order delivery.Billing & CollectionsBilling the customer for orders and collecting revenue.Cancellation & ChangesThe process of configuring, changing or canceling an order. In many cases, a customer has a right to cancel an order for a period of time after a sale is completed. This is a delicate time that requires careful relationship management.
ReturnsProcessing return requests and the reverse logistics required to accept a return.ComplaintsHandling customer complaints including feedback that flows to you and posts to review sites and social media. For example, a fashion company that offers to replace a shirt for free with a different size when a customer complains in a review that the shirt doesn't fit. The customer will then be likely to update their review to indicate they received a more satisfactory item.
SupportProviding support to help the customer get the most out of their purchase. This may include a number a customer can call and a website that provides information and tools.The day-do-day process of delivering a service. For example, the process of providing a software platform for customers.Incident ManagementIncident management is a component of service delivery that involves investigating and resolving issues with a service. It is common for salespeople to be involved in this process for high value accounts. For example, a business customer that is playing a million dollars a month to a telecom provider will expect their sales representative to be on top of any problems with the service.
Relationship ManagementThe general process of building and sustaining the relationship with the customer. For example, a salesperson who calls a customer to offer them tickets to an industry conference to build out a relationship.Upselling & Cross SellingThe ongoing process of convincing a customer to upgrade or make new purchases.Customer ReferralsEncouraging satisfied customers to refer business to you such as parent companies, sister companies, partners, friends and family.
Maintenance & SuppliesThe delivery of maintenance services and supplies.End-of-lifeHelping a customer deal with the end-of-support and end-of-life of products and services.|
| Type | | | Definition | A collection of sales, marketing and operations processes that occur after closing a sale with a customer. | | Related Concepts | |
Sales
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