Leave No Sale Behind: Supercharge Growth By Integrating Sales With Service

Leave No Sale Behind: Supercharge Growth By Integrating Sales With Service

Hacksaw Ridge tells the true story of Desmond Doss who served as a combat medic in World War II at the Battle of Okinawa. He was the first and only conscientious objector to receive the Medal of Honor for actions above and beyond the call of duty during World War II. He brought belief, integrity, courage, and heroism together to deliver amazing results in saving lives as he charged into the hell of battle without a weapon.
 
Consistent with the US military code, he didn't want to leave anyone behind.

In business, customers seek one primary thing from salespeople: a solution to a problem or a challenge from someone who truly understands them. Every business should commit to not leaving any customer behind and therefore to empowering everyone in their team, from every facet of the business, to heroically deliver what customers expect and need... exceptional personal service.

The age of the empowered customer has kicked down those old cubicle walls that previously separated sales and service teams. Customers now expect personalized and unified information from the first person who answers their call, opens their email or reads their social message and it doesn’t matter to them which department they sit in. 

If a business can’t provide this experience, all it takes is a quick browse online for an eager competitor to pounce. It’s not only tech-savvy millennials who are voting with their feet -70% of consumers and 82% of business buyers surveyed in the recent State of Sales Report from Salesforce agreed that technology has made it easier than ever to switch suppliers or service providers.

So, is it as simple as rounding up your sales and service teams and throwing them in a room together? 

If only it were that easy.

Map the customer journey 

You would be surprised at the number of businesses, large and small, that have no idea what their individual customer’s journey looks like in real life. This is a critical first step in aligning your teams. 

Firstly, challenge each team member to play the role of a customer in your business. They need to see through the customer's eyes and walk in their shoes. During this exercise, they must process and predict every touch point, decision, barrier, question and pain point. Chances are, the sales and service employees will identify things they could do differently or how they could improve the way they work together to ensure that the customer can seamlessly purchase your product or service and become an advocate in the market.

"Place an empty chair in every meeting to represent the customer. They are the most important person there so consider them as you discuss strategy, manage issues and make decisions." [paraphrase] Jeff Bezos, Amazon Founder and CEO


Break down barriers

As I said earlier, if you have partitions in your office, pull them down. Collaboration and communication between sales and service people are paramount to providing the ultimate customer experience (CX). Recent Accenture research revealed that legacy business structures and siloed management practices are putting constraints on employees. In fact, 73% of executives surveyed in the Technology Vision 2017 report said that corporate bureaucracies are stifling innovation and productivity.

The only difference between sales and service roles in my view is when they’re in front of the customer: sales do the deal and set expectations, and service seeks to meet or exceed those expectations after they’ve signed the dotted line. 

It’s important to realize that one couldn't survive without the other, so it's up to business leaders to encourage a culture of sharing data, collaborating, integrating and talking to each other. The result: you have fewer silos, more internal touch points, better lines of communication, and better processes, which all lead to better customer experiences. 

Customers want a personal consultant, not a sales or service rep

Customers today expect a highly personalized online shopping experience, so why wouldn't they expect the same in a store, office or showroom? 

By connecting the two customer-facing departments and empowering them with a complete 360-degree view of the customer, they can enhance the customer experience, drive growth, loyalty, and advocacy. We all know what it’s like to be greeted by name at your local restaurant, this should be the case in any business regardless of who they speak to or how they engage at any given moment.

For instance, real estate website, Domain, integrated their Homepass app with their CRM to replace the old pen and paper open home check-in process with a seamless mobile experience. Each customer’s buying journey was recorded, analyzed and integrated to the agent’s CRM. The technology ensured real estate salespeople and the service call centers had the right data and information to have personalized conversations with the right customer at the right time. 


Sell smarter, not harder

I hate to hark on about the end of the old sales or service model, but change is happening right now. By 2020, 51% of consumers and 75% of business buyers expect companies to anticipate their needs and make relevant suggestions before customer contact. 


This can only be achieved if:
  • Your business and employees know their customer journeys like clockwork.
  • Leaders encourage and set an example for a culture of collaboration and data sharing. Leadership is behavior, not posters or slogans.
  • Barriers between customer facing roles are abolished
  • Salespeople sell smarter, not harder. This means leveraging the power of technology to make sense of masses of disparate sales and service data we have at our fingertips to provide meaningful insights, predictions, and actions.
     
     
Author Bio: Tony Hughes is a bestselling author, award-winning blogger and the most read LinkedIn Author globally on the topic of B2B sales leadership. Tony’s first book is a business bestseller with his second book, COMBO Prospecting, is available on Amazon here. He can be found on LinkedIn and at TonyHughes.com.au and RSVPselling.com




      • Sticky Posts

      • As Sales Person, Here are my New Year Resolutions. What are Yours?

        Being a salesperson, I keep learning from my mistakes and have noted a few changes that I need to make in my approach. I take these resolutions going into 2021, hoping to keep it going for as long as possible :) 1. I will not say "Yes, our product has

      • Once Upon a Sales Meeting!

        It was an awkward silence in the meeting room "Uproar." John Kowalski, the new sales manager, was not happy with the team's performance. After scribbling something in the notepad, he decided to break the silence, John: I cannot believe you guys have been working like this. No reports, delusional forecasting, random targets, and no eye on the ball. Kevin: We followed Richard's orders. John: Well, Richard is not here anymore, is he? John walked up to the whiteboard, and wrote in big bold letters: "TARGET

        • Recent Topics

        • Connecting Portals from different Zoho apps

          Hi, I note that Zoho has functionality for customer portals for several of the Zoho apps, like CRM, Projects, Desk etc. Is there any way to connect these portals?  It would be great if we could give our customers access to a portal in which they could

        • Billing Management: #5 Usage Billing

          After understanding the nuances of Advance Billing and Retainers, we will explore one of the booming billing models. Long ago, villagers drew water from a shared well in a small village. The well was a lifeline for the entire community. Ravi, the well

        • Function #10: Update item prices automatically based on the last transaction created

          In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you custom

        • Inventory Adjustments

          Hi, How to transfer the material from one head to another ? Like materials purchased for manufacturing the laptop need to transfer from consumption inventory (Quantity of raw materials reduced) to destination inventory ( Quantity of Laptop increased)

        • Zoho CRM Community Digest - Aug 2025 | Part 1

          Hey everyone! The first half of August went by, and we have a few announcements and some good noteworthy discussions. So, let's take a look at them! Product Updates: Introducing Connected Records feature: Zoho CRM’s Next-Gen UI now includes Connected

        • Please make it easier to Pause syncing

          right now it takes 3 clicks to get there. sounds silly, but can you make it just 2 clicks to get it done instead? thats how dropbox does it, 2 clicks to pause instead of 3.

        • How to create a Zoho CRM report with 2 child modules

          Hi all, Is it possible to create a Zoho CRM report or chart with 2 child modules? After I add the first child module, the + button only adds another parent module. It won't let me add multiple child modules at once. We don't have Zoho Analytics and would

        • How can I add a new organization on Zoho Campaign

          I want to create a new organization with my Zoho Campaign

        • SalesIQとPageSenseの利用について

          初めての投稿で場違いだったらすいません。 弊社ではSalesIQを運用しているのですが、追加でPageSenseの導入もしたいと現場からの声があります。 両サービスともクッキー同意バナーが必要なサービスなのですが 弊社では同意無しに情報はとりませんという方針なので 2つ入れると2つバナーを出す必要がでてきます・・・ 両サービスを運用されてる方があれば運用状況とか教えてほしいです。 PageSenseについては詳細まで機能を理解してないなかでの質問です。

        • How to integrate Zoho Forms with Zoho CRM on Standard Plan

          Hello Zoho Support Team, I am using the Standard Zoho Forms plan (USD 30/user) and I would like to integrate Zoho Forms with Zoho CRM so that certain fields in my forms can be automatically prefilled using data from Deals in CRM. Specifically, I want

        • Export PDF File Name

          Is it possible to change the default Zoho .pdf naming scheme for inventory items like quotations? Would like to use the the Subject as the default quote name. Is this possible?

        • How to change the from address from 'no reply' for an email template in CRM

          Hi, We have our CRM set up with the from field as sales@XXX. I have just created a series of email templates and sent a test and they are sending from noreply@zoho I have tried searching for how to change the email template but don't have the options

        • Zoho CRM Client Script - SetCriteria in lookup Field

          Hello All One More Zoho CRM Client Script Tips & Trick. Now you can Set the Criteria on Your lookup in zoho CRM, It Comes With a Create Page, Edit Page, and Details Page (Standard). Example:- We have a Room Module that includes Room Name, Status, Campus,

        • Kaizen #71 - Client Script ZDKs for Detail (Canvas) Page

          Hello everyone! Welcome back to another interesting Kaizen post. In this post, we can discuss Client Script ZDKs support for Detail (Canvas) Page. What is Detail (Canvas) Page? A Detail(Canvas) Page allows you to customize the record detail page to your

        • Rich-text fields in Zoho CRM

          Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

        • Zoho Reports Duplicating Entries

          I have a custom costing tab with a table where we entre invoices. These are under a Heading (PO Subject) and notes added in the form with different line items. In the reports, I have organised the report to group per PO Subject, with the total of the

        • Validation Rule Not Working for Mandatory Field in Zoho Blueprint

          As a Zoho user, we created a validation rule for a specific field. However, we noticed that when we made the same field mandatory within a Blueprint, the validation rule we defined did not work. When we reported this issue to Zoho Support, they stated

        • Notes Issues

          Been having issues with Notes in the CRM. Yesterday it wasn't showing the notes, but it got resolved after a few minutes., Now I have been having a hard time saving notes the whole day. Notes can't be saved by the save button. it's grayed out or not grayed

        • Export from Contacts module to Products module in Zoho CRM

          Good afternoon, I would like to send a number of contact info from the Contacts module into the customized module (tickets to an event) in one operation. I have selected several contacts in the Contact module (people who I have labelled as people I want

        • Zoho Commerce

          Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

        • Can’t receive emailI c

          I have generated a basic for but when I submit it I don’t get a email, I’ve been in the settings and tested me email, all appears correct, can you please help me

        • Data Capture for Historical Activity (Especially One Lead Downloading Variois reports without Overwriting the info)

          Is there a better way in Zoho CRM to capture and archive a lead’s historical activity—specifically whenever they download reports—so that the data is stored without being overwritten?”

        • Client Script - Updating Field Value in Detail Page of a Lead

          Hello, I'm trying to use Client Script To enrich some data of the Lead when one of my User fill the "City" field in the detail page of the Lead. This is my Script: log (value); var response = ZDK.Apps.CRM.Functions.execute("getInfoCitta", { "nomeCitta":

        • Auto shapes in Zoho sheet.

          Does Zoho sheet supports inserting auto shapes (rectangle, circle...). I did not see any option to do so.  If its not supported currently, is there any plans on bring in this features. Any timelines ?

        • I Can't Clone Webinar that I Co-Organize

          How do i get our account admin to give me permission to clone our webinars? I am a co-organizer

        • How to get the call recording external ID via desk API

          I have enabled phonbridge integration with Zoom Call. I am trying to access the call recording in Zoom by calling Zoom API. I have built a Desk workflow to trigger on a new call, to call a custom function. when calling the API, the response doesn't contain

        • Can't View Project Names in Mobile App

          I can't view project names on PO's in the app, nor can I add that as a viewable PDF field in inventory on the computer. I've attached screenshots showing that in the mobile version whether you are on the PO, editing the PO, or viewing the PO line items,

        • How do you print a refund check to customer?

          Maybe this is a dumb question, but how does anyone print a refund check to a customer? We cant find anywhere to either just print a check and pick a customer, or where to do so from a credit note.

        • Notebook

          I have purchased the monthly pro subscription of Notebook. But it does not support my XP-Pen to write something in it. So it is not useful to me. Hence I am requesting you to help me to discontinue this subscription.

        • Domain Mapping & Image Publishing Issues on Zoho Sites

          Hello, I am facing two issues with my Zoho Sites account: 1. Images not visible after publishing. 2. Domain mapping error: "Domain already exists". I am a paid customer. Please connect me with Live Chat Support or Zoho Assist so I can show my issue

        • Prevent duplicate with custom fields?

          I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number no

        • Two currencies

          More and more I am finding that internattional payments' fees are unpredictable. I would like, on my invoices that are in a foreign currency (eg. USD$ or EUR€) for there to be a GBP£ TOTAL display alongside the invoice's currency total. This would make

        • Generate leads from instagram

          hello i have question. If connect instagram using zoho social, it is possible to get lead from instagram? example if someone send me direct message or comment on my post and then they generate to lead

        • Where is the desktop app for Zoho Projects???

          As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

        • White Label certificate

          Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it

        • How to Automate Monthly PDF Reports with Filters in Zoho Creator

          Hi everyone, I’m trying to build an automated monthly reporting process in Zoho Creator and would appreciate suggestions or best practices from anyone who has done something similar. What I’m trying to do: I have a form called New_Customer with fields

        • Feedback: Streamlining Note Management in Zoho Notebook

          Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting and

        • showing Limit exceeded

          Good afternoon...trust you're good. I've been having issues working with but it's not responding. it's showing Limit exceeded, sorry it seems like too many people are working on the sheet right now please try again later. meanwhile no one is working on

        • Sorting columns in Zoho Projects

          Hi, In project management best practice, sorting columns (ascending, descending) is an important tool. Sorting dates to see the order of tasks starting, sorting on priority or even on planned hours is a must for an efficient project control. Currently,

        • Upload API

          I'm trying to use the Upload API to upload some images and attach them to comments (https://desk.zoho.com/DeskAPIDocument#Uploads#Uploads_Uploadfile) - however I can only ever get a 401 or bad request back. I'm using an OAuth token with the Desk.tickets.ALL

        • Next Page