Commoditizing Sales at the Price of Service

Having watched many of our software brethren in the industry cut spending, institute hiring freezes and initiate layoffs, I’ve been thinking about how such practices can be detrimental to the vendor/client relationship, and how the software industry is providing a perfect example for CRM initiatives across multiple industries as a whole.

I realize that vendors are looking for ways to commoditize the processes around building, and more importantly, selling and serving their customers, but in the process could be discounting the value associated with those sales reps that really know how to execute their job. When enterprises apply this theory to highly variable processes in client facing areas, they often fail to account for the value a more gifted or experienced employee may have been in leveraging their relationships to deliver lifetime value, retention and loyalty.

And I think that’s a lesson businesses across many verticals can learn from.

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