Sales & Customer Service in a Customer-Driven Landscape--PDF

Several years ago, Dick Gorelick wrote a series of monographs for Printing Industries of America grouped under the title "Account Development Series," which focused on the concept that the structure of the industry was changing and the sales function itself was evolving as a result. Today account development is an organizational effort encompassing many areas of a print and graphic communications company. Sales has a quality as well as a quantity, and companies that are strictly volume-driven will be among the hardest hit in difficult times. While years have passed since he put these thoughts to paper, the principles remain true today.

This report does not attempt to provide answers. Instead, it is intended to provide a context for evaluating changes in buyer-seller relationships and to provoke ideas that your organization might consider to provide unique benefits to your customers.

You will learn:

• How customer expectations affect job roles
• Long-term trends impacting the industry
• Management considerations for changing sales and customer service functions
• Traits of the sales representative, then and now
• The changing priorities of the CSR
• The benefits of a combined effort