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February 19, 2013

2

Who Owns Your Customer Relationships: Your Salespeople or Your Company?

by keerliu

Who owns your customer relationships: your salespeople or your company? It is a big question for every company hiring salespeople to build customer relationship. And today, more and more companies are reconsidering the value of their salespeople. It is no doubt that salespeople can create value both for their companies and costumers, but their high salary, high training cost and the risk of turnover (It is very bad for the company because the leaving salespeople usually find a job in competing companies and take away their customers.) may outweigh the advantages.

 

The issue is quite related to my group’s project for Advanced Auto Parts, who is considering the next step for its sales force. The article also gives some solutions for those companies, like multiplexing to give customers many meaningful connections to the company and       creating a team-oriented sales force culture. Those solutions all have one goal which is creating multiple sources of customer value. “When you create multiple sources of customer value, customers will rely on several people from your company and on the tools and processes that support those people in meeting customer needs.” 

 

http://blogs.hbr.org/cs/2011/12/who_owns_your_customer_relatio.html

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