- Service Providers
- Product Vendors
Customers: The People who pay the bills
The group of People that buy services, also known as Customers, are separated into further groupings because at any given time, a Customer is either in the process of becoming a prospective Customer (Prospect), is a current Customer that pays for services or is a past Customer that may purchase services again.
Customers are the best public relations a business can have. Their satisfaction can cause innumerable referrals to others whom they know. The Customer is King (or Queen). Understanding who these people are and how the business entity serves and interacts with them is vital to the successful delivery of services. Without Customers buying, there is no income.
Employees: The People who help do the work
The group of People that work for the business, also known as Employees (and in some cases Contractors which can fall into the next category of Businesses), are the metaphorical machinery of the service business. The simplest organizational division of employees rests on the purpose of their work within the company. A service business needs some employees to support the organization’s operation, while others are needed to service and actually provide the services your business sells to the Customers. The former are in a group that we can refer to as Support; the latter fall into a different group called Service.
Support staff includes anyone that doesn’t directly provide billable services. To give a few examples, this may include the CEO, the CFO, the CIO, the CTO, the COO, the CMO and anyone else in the C-Suite. It may also include internal departments such as Accounting, Finance, Marketing, Sales, Information, Technology, and Customer Service.