Companies are facing to these 2 most important challenges: * How good are we in providing excellent customer experience to our buyers/partners? * How good are we in sales? It can be useful to analyse the performance of the company from these 2 perspectives.

1. CUSTOMER EXPERIENCE &
SALES
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2. THE MODEL
This simple model below can help to identify the current selling approach
of the company.
The model has 2 dimensions:
• Sales focus
• Customer Experience focus

3. PASSIVE
FEATURES:
Neither the customer experience nor
the sales are not in focus. The
energy level is low. Neutral
relationship with the clients.
GENERAL ATTITUDE:
• Our products can be sold
automatically
• It is not our responsibility to
improve our relationships with our
clients
• We do not need to do more effort
TO BE DEVELOPED:
• Customer focus
• Sales focus

4. SERVICING
FEATURES:
Strong focus on customer
experience while the sales is
neglected. Sales opportunities are
missed out.
GENERAL ATTITUDE:
• We are always very polite
• We fulfill any request
• We want to provide a premium
service
TO BE DEVELOPED:
• Sales focus

5. PUSHY
FEATURES:
Strong focus on sales while the
customer experience focus is
neglected. Possible negative
emotions. Customer relationships
are in danger.
GENERAL ATTITUDE:
• We are pushing our solutions
• We are working very hard to get
new businesses
• We tell the client what he/she
needs
TO BE DEVELOPED:
• Customer focus

6. PARTNERSHIP & CO-CREATION
FEATURES:
Both customer experience and sales
are in focus. Good consensus of the
interests of customers and the
company. Long term good strategic
relationships with customers.
GENERAL ATTITUDE:
• We build mutual trust with our
customers
• We are proud of common
successes
• We are actively seeking for new
opportunities with our customers
THE AIM IS TO MAINTAIN THE
GOOD BALANCE OF SALES &
SUTOMER EXPERIENCE FOCUS!

7. 4 STYLES
All the 4 styles can be identified
in the operation of the
companies.
It is very important to find and
keep the right balance!
Our diagnostic tool on the next
slide can help to understand the
current way of operating.

8. DIAGNOSIS
0
20
40
60
80
100
PARTNERSHIP
SERVICING
PASSIVE
PUSHY
AIM CURRENT