I have been thinking recently as well as talking to some others about having a customer service rep in our open territories checking on customers and generating some business. We cover a fairly large territory and a major city and have not had all territories covered in quite some time. Obviously it is very hard to keep relationships with current clients in these open territories so I have been thinking about hiring a CS rep where their focus is 100% doing customer check ins as well as uncovering opportunities in these areas.
Is is anyone utilizing a person strictly for this? My thoughts were to pay them a salary but also a split commission on deals they uncover, much like a junior rep would do for a senior rep in that's reps area. I'm curious to hear anyone's thoughts on this as its never enjoyable to go and try to upgrade a customer at the end of their lease and they say no or have already decided to go somewhere else because they never saw their sales rep after the initial sale. Had one about 2'years ago and she was practically in love with our company but said she could not buy from someone who couldn't even come by once in a while to check on her. Even told me to keep in touch and if we did she would be happy to at least talk to us and probably buy from us again when her lease is up in another year or two.