I have been working with large corporations for the last 25 years evangelizing and implementing new technologies to streamline sales and service for their customers. After all these years I am still constantly dumfounded by how large corporations still try to dictate sales and service processes from the “Inside Out”. It all seems so simple to me… all they need to do is get out and spend time with the field sales and service organization and customers. It is not a big deal, nor does it take a lot of money or time, but is does take a willingness to stop dictating policy and start listening.
In my experience it is the warriors on the front lines that are driving the business and are the most in-tune with what is really going on. But instead of spending time in the field (which can be painful) the corporate policy makers are back at HQ running around, sitting in meeting after meeting, trying to figure out what needs to be done. What they miss in all the busy work is what selling and servicing customers really takes. Instead of listening and assisting the field the corporate policy makers worry about procedures and reports and don’t seem to have a clue on how to drive more revenue.
So, if I were to say one thing to the senior sales and marketing management at large corporations it is to stop the insanity and deploy those jobs into the field. Stop trying to dictate results and start making them happen at the point of sale, where the customer lives.
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