Why Customer Centered Sales works.
This is a blog about how to utilize the 8 step Customer Centered Sales (CCS) technique first created by Xerox Corporation in the early 1980′s for their own sales force. This 8 step repeatable process was so successful that it created a market among the Fortune 500 and 1000 companies who wanted their top salespeople taught Customer Centered Sales.
Xerox found-out that customers go through an 8 stage process whenever they make any major purchase over $100 . By creating a matching seller 8 step process Xerox discovered that they could accelerate and repeat the process which customers use to buy any product or service.
Xerox combined their CCS sales training program with Total Quality Management (TQM) concepts of continuous management improvement developed by The Conference Board after WW-I to rebuild the U.S. domestic economic system. After WW-II the same TQM business and production concepts were again implemented in Japan to rebuild their destroyed domestic economic system. The Japanese won nearly all the yearly TQM Malcolm Baldridge awards until the early 1980′s.
To complete the repeatable buyer’s cycle Xerox added great customer service which further increased repeat business from customers. J.D. Powers repeatedly reports that great customer service increases repeat business and reduces the cost of maintaining customer loyalty.
I will add links or information from articles, magazines or books that prove useful readers of this blog.
