Conducting staff training for the customer support team
Posted: Sat Jan 04, 2025 3:51 am
So, it’s best to use strategy when discussing your goals and core values. When you know what you want to achieve in the next year, month, or quarter, you can plan your roadmap–your strategy–which will inform the approach you take to achieving your goals.
Tactical planning is done more frequently, on a daily, weekly, or once-off basis. You can effectively map out your tactics by first examining your goals and strategies for achieving them.
An example of how strategy and tactics work together
Let’s look at how to apply strategies and tactics in a real-world situation to better grasp the difference between these two terms.
Strategy: A B2B software company wants to increase the rate of is cell phone marketing good for georgia? customer retention in the next quarter. From examining reviews, customer feedback, and surveys, they conclude that poor customer support is one of the main reasons for attrition.
So, they decide to prioritize fast and efficient customer support that is consistent with their core values. This is their strategy for the new quarter.
Tactics: With this strategy in mind, some of the tactics this company can implement include:
Deciding on an actionable, if-then process to get customer inquiries solved within a shorter time frame
Implementing this process whenever a customer inquiry comes through
Daily standup meetings within the customer support team to report on their progress with their tactics and share ideas on how to better align tactics with the established strategy
The importance of strategy and tactics in business
Strategy and tactics work best in tandem. Let’s hypothesize how our earlier example would look if we removed either strategy or tactics from the equation.
The consequences of neglecting strategy
tactics without strategy
Tactics without strategy is like going on a trip without a map. You’ll get somewhere, but without a destination in mind, that could be anywhere. You’ll have no idea where you are, or how you got there. Worse, you forgot to grab your lunch and don’t know how to get back home.
Tactical planning is done more frequently, on a daily, weekly, or once-off basis. You can effectively map out your tactics by first examining your goals and strategies for achieving them.
An example of how strategy and tactics work together
Let’s look at how to apply strategies and tactics in a real-world situation to better grasp the difference between these two terms.
Strategy: A B2B software company wants to increase the rate of is cell phone marketing good for georgia? customer retention in the next quarter. From examining reviews, customer feedback, and surveys, they conclude that poor customer support is one of the main reasons for attrition.
So, they decide to prioritize fast and efficient customer support that is consistent with their core values. This is their strategy for the new quarter.
Tactics: With this strategy in mind, some of the tactics this company can implement include:
Deciding on an actionable, if-then process to get customer inquiries solved within a shorter time frame
Implementing this process whenever a customer inquiry comes through
Daily standup meetings within the customer support team to report on their progress with their tactics and share ideas on how to better align tactics with the established strategy
The importance of strategy and tactics in business
Strategy and tactics work best in tandem. Let’s hypothesize how our earlier example would look if we removed either strategy or tactics from the equation.
The consequences of neglecting strategy
tactics without strategy
Tactics without strategy is like going on a trip without a map. You’ll get somewhere, but without a destination in mind, that could be anywhere. You’ll have no idea where you are, or how you got there. Worse, you forgot to grab your lunch and don’t know how to get back home.