Finding the right performance measure in today’s organizations is like trying to determine for each swimmer the right temperature of the water to swim in the Gulf of Mexico (a great place to vacation). There are many variables to consider. Certainly, the amount of revenue produced for each customer would speak to the bottom-line of most organizations. In relationship selling, you have the personality factor.
In fact, Mark Johnston and Greg Marshall, authors of Relationship Selling, maintain that customers pick up on a salesperson’s attitude. Does good chemistry exist between the salesperson and the customer? That’s an important performance measure. When developing performance measurement with relationship selling in mind, good chemistry between the salesperson and customer should be a factor.
The amount of customer referrals can be an extremely good indicator, because this friendly act speaks to the issues of customer trust. Quality expert George Peeler argues that the…
View original post 360 more words