“My first boss in the 90s made me do this,” she said. “A structured rotation of on-site customer visits. Not just for complaints. For relationship farming.”
Marco was frustrated. As the Sales Director for TecnoPack Italia , a mid-sized manufacturer of industrial packaging, he had dashboards full of KPIs: call volume, email open rates, quote-to-close ratios. Yet, something was wrong. Customer churn was creeping up by 8% year over year. “We’re talking at them, not with them,” he admitted in a Monday morning meeting. programma giro visite clienti
“Why didn’t you call?” Lucia asked the plant manager. “My first boss in the 90s made me do this,” she said
As he wrote in his year-end note: “You don’t grow a partnership through inboxes. You grow it through parking receipts and handshakes. Schedule the giro. Take the drive.” For relationship farming
That’s when his senior account manager, Lucia, pulled a yellowed index card from her notebook. On it was a hand-drawn grid:
“I sent three emails. Your support team asked for photos. I got busy making gnocchi,” he shrugged.
Marco raised an eyebrow. “We have Zoom. We have CRM. Why drive three hours to shake a hand?”