Logos Customer Service -vs- Sales ??

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This post has 10 Replies | 2 Followers

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Matthew C Jones | Forum Activity | Posted: Thu, Apr 8 2010 9:38 PM

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.

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Rosie Perera | Forum Activity | Replied: Thu, Apr 8 2010 9:42 PM

Fascinating, Matthew! Thanks for finding out those numbers for us from them. You'd also probably never find that kind of transparency in Corporate America.

Logos rocks! Paradise

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Garrett Ho | Forum Activity | Replied: Thu, Apr 8 2010 10:19 PM

I had already believed that Logos prioritized customer service, and I'm grateful that the numbers bear it out.

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William | Forum Activity | Replied: Fri, Apr 9 2010 2:34 AM

Matthew C Jones:
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.

I think I will second and third your option here.  I personally would not be hurt if there is a party or two added as a purchase so that the Logos employees could get a party or two a year.  With enough advance notice maybe a way to have a little get together of whoever could make it.  Just to meet some of the guys and gals.  I think it would be neat and I would try to come at least once or twice.  I would love to see some inner workings of Logos.

 

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Rosie Perera | Forum Activity | Replied: Fri, Apr 9 2010 2:39 AM

GarrettHo:

I had already believed that Logos prioritized customer service

And this is how they do it... Wink

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Robert Pavich | Forum Activity | Replied: Fri, Apr 9 2010 3:03 AM

Rosie Perera:

GarrettHo:

I had already believed that Logos prioritized customer service

 

And this is how they do it... Wink

 

 

Now that's funny!

 

But seriously, this is good. Logos is commited to CS and not just the "grab a profit and run with no thought to the user after the sale" company that some have stated that they are.

Robert Pavich

For help go to the Wiki: http://wiki.logos.com/Table_of_Contents__

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Pastor Roger | Forum Activity | Replied: Fri, Apr 9 2010 7:58 AM

Robert Pavich:
Logos is commited to CS and not just the "grab a profit and run with no thought to the user after the sale" company

Good point and which is why we should pray for all of the folks there.  They get slammed a lot.  Suggestion:  Put Bob and his team on your Logos prayer list.

Roger

Elder/Pastor, Hope Now Bible Church, Fresno CA

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Jack Caviness | Forum Activity | Replied: Fri, Apr 9 2010 3:24 PM

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

Thank you, Matthew. I will mark this thread as a favorite for future reference. Yes

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Pastor Roger | Forum Activity | Replied: Fri, Apr 9 2010 4:35 PM

Jack Caviness:
I will mark this thread as a favorite for future reference.

Hi Jack (or anyone who stumbles across this).  How do I find the threads that I have marked as favorites?  I'm sure it's going to be obvious, but I can't, for the life of me see how to do it.

 

Thank you,

Roger

Elder/Pastor, Hope Now Bible Church, Fresno CA

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Alan Macgregor | Forum Activity | Replied: Fri, Apr 9 2010 4:43 PM

Roger Feenstra:
How do I find the threads that I have marked as favorites

Roger

At the top right hand corner of this page, or any page in the forums you will see your name. Click on that and all your favourites are there on the left. Smile

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Pastor Roger | Forum Activity | Replied: Fri, Apr 9 2010 5:16 PM

Alan Macgregor:
At the top right hand corner of this page, or any page in the forums you will see your name. Click on that and all your favourites are there on the left. Smile

Ahhh. The secret entrance.  Thank you!

Elder/Pastor, Hope Now Bible Church, Fresno CA

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