Logos Customer Service -vs- Sales ??

Matthew C Jones
Matthew C Jones Member Posts: 10,295 ✭✭✭
edited November 2024 in English Forum

OK, I've got a hold of some concrete numbers that are rather telling.

There are only 9 Sales people.

Four of those nine handle the Academic sales. That covers professors, students, and developing relationships with institutions who may integrate Logos into their curriculum. This is no small responsibility. Most future leaders of the church are passing through those halls.

That leaves only 5 Sales people to handle all the End-Users. We End-Users are probably harder to sell. Sometimes it is not as evident to us how a resource works or why we need it. They have a monumental task serving the End-User population. You have probably read each of their names in these forums. Every time they are mentioned, it is in high praise. I am amazed at how my salesman, Dave Kaplan, gets so much done for me.

Many sales come from a current user sharing the news with others. Check out the Ambassador's program: http://blog.logos.com/archives/2009/03/become_a_logos_ambassador.html  Many new titles just sell themselves like the Community Pricing resources:  http://www.logos.com/communitypricing . The rest of the sales come from the ingenious ideas of the Marketing department. Rumor has it Dan Pritchett, the VP, is a hands-on, workaholic type of energized bunny. If true, that would explain the fun campaigns we all enjoy: MarchMadness, 12 Days of Logos, L4 rollout discounts, email coupon offers, and the occasional freebies.  Big Smile

NOW, consider the Customer Service department; The staff in CS hovers at 40 Reps.! There are promotions, new-hires and sometimes lateral transfers, but it stays around 40. That is more than a 4 to 1 ratio. Bob Pritchett is committed to current Logos users. He said expansions were underway and has invested in training and new facilities and equipment. The Customer Service side of the company is getting a lot of funding and attention from the executive branch. This is almost unheard of in Corporate America.

Finally, there are the Logos Forums. The forums are not intended to be a replacement for the Customer Service department. They are an added enhancement. The forums did not just evolve into a support group. There was thoughtful preparation put into it. Most posters genuinely want to help and encourage other users. A lot of preachers, programmers, and professors read posts hourly and try to help others get the most out of their software. Another cool thing is how many in the Tech department actually read the forums and respond helpfully. There are a lot of brilliant minds working at Logos and management allows them to interact with the users. That, too, is unheard of in Corporate America.

So, there you have it; real action that demonstrates the Logos commitment to customer service. I just hope the lonely people in Sales get invited when the Customer Service department has a company dinner. I'm still waiting for a "Logos Appreciation Pizza Party" to be listed in the Community Pricing pages so we can show our gratitude.  Pizza  Seriously.

Logos 7 Collectors Edition

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