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《你永远斗不过客户》之 法则3---了解营收和利润目标

作者:郭霁萱来源:右方微读 公众号

2017-02-26 郭霁萱 原创 右方微读翻译

  翻译自 RULE3 Understand Revenue and Profit Targets from <You Can’t Win aFight with Your Client> By TOM MARKERT

了解营收和利润目标,是你为公司效力的首要工作。诀窍在于随时平衡你公司的需求和有时候客户难以应对的需求。关键性的第一步是要深入了解你的公司分配给你的收入和利润目标。

我遇到的许多客户经理对他们所管理账户的财务状况了解甚少或根本不了解。我讨厌听到他们说“我会为我的客户做一切,然后等着看业绩怎么产生。“不,不,不,你需要对业绩相关的数字负责并且了解这些数字的每一个细节。

在许多服务性公司有一句俗说:“很多原因造成的 “。但是你有义务尽一切可能按照公司设定的要求完成分配给你的业绩指标。原因很简单。公司业务的每个组成部分贡献的利润很可能不同,这意味着如果你不小心,你可能会卖出大量低利润的产品,达到你的营收目标,却不能达成你的整体利润目标!

完成你的总体业绩指标很重要,但同等重要的是,跟随公司的期望达成你的指标。只有当你完全知道你的业绩相关的数字,你才能做到这一点。

据我一直以来的观察,在客户服务中,大多数人是定性的而非定量的。翻译过来就是说他们更倾向于软技能而非数学技能...这也说得通。但真正优秀的客户服务从业者需要这两个方面都要精通。软技能和商业数学技能都很容易学习,只需要付出一些努力和实践。

如果你对数学技能感到不安,不要觉得不好意思向他人求助。在提出几个好问题之后,你将完全了解你的业务和财务目标。

该翻译仅供交流学习使用之目的,请勿用于商业用途

原文抄录

RULE3 Understand Revenue and Profit Targets

Your primary job is for the company you work for. The trick isalways in balancing the needs of your employer and the sometimes overwhelmingneeds of your clients. A critical first step toward that is to be intimatelyacquainted with the revenue and profit targets you have been assigned by yourcompany.

So many account managers I have encountered have little or nounderstanding of the financials of the accounts they manage. I hate it when I hear“I’ll do everything for my client and just see how the numbers turn out. “No,no, no.You need to own your numbers and understand every single detail aboutthem.

There is an old saying in many service companies: “Mix matters. “Youhave an obligation to do everything you can to get the numbers to land justwhere they were set to land by your company. The reason is simple. Eachcomponent of your business likely has a different profit contribution, whichmeans that if you are not careful, you might sell lots of low-profit items andreach your volume goals but miss your overall profit goal!

It is important for you to achieve your overall number but equallyimportant that you get there by following company’s expectation. You can dothat only if you know your numbers cold.

It has been my observation that most people in the servicing gameare more qualitative than quantitative. Translation…they go for the softerskills versus math skills…which make sense. But truly good client service folksneed to be proficient in both areas. Both the soft skills and the business mathskills are easily learned with a bit of efforts and some practice.

Don’t be embarrassed to ask for help if you are uncomfortable. A fewgood questions later and you will fully understand your business and financialobjectives.



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