While COVID-19 has not only changed the daily lives of many employees and businesses, it has also changed the relationship between businesses and customers. As a result, it has changed the way business and customer relationships are managed, both in the short and long term. To address this topic, we conducted a brief interview with our General Manager, Paul Kaisin, who is responsible for overall customer relationship management and business operations at Micropole Belgium.
Can you give us your perspective on the impact of COVID-19 on commercial service?
Selling is not just about signing a contract, it is also about our relationships with our customers in general. We can, of course, consider the current crisis we are experiencing (by which I mean the current COVID-19 pandemic) to be the most difficult situation we have experienced in our short lives. However, I'm sure we can use this opportunity to better understand what our work is, or who we are to our customers, and not just adapt our sales process to fit this crisis.
How did you deal with this situation personally?
In my case, every morning when I wake up, I ask myself how I can help my clients achieve their goals and adapt their strategy, even during this unprecedented time, and the way they work. In fact, the time we don't have to spend on the road right now is an opportunity to strengthen our knowledge, through additional training, creating even more reference cases, sharing our experiences in internal expertise groups, etc.
Have your goals changed during this crisis?
My objectives remain the same: to be an advisor and a guide for my clients to help them use their data to define and adapt their strategy, better understand their environment, gain agility, be better able to make forecasts and adapt their organization.
How have you used the current situation to your advantage?
I also see this unexpected situation as an opportunity to analyze the way we do things to ensure we are adding value at every step. Adding value and a unique experience to our clients' businesses is always my top priority.
Do you want to add anything else?
I would like to take this opportunity to thank our clients and our teams for the trust and the human-centered collaboration that we have during this special time.
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