The Empowered Sales Team

Enhancing productivity through the better use of information

Sales professionals create value by transforming their company’s raw product or service into a tailored solution for a customer’s needs. In a setting where customers have access to an unprecedented amount of product information, this is an increasingly challenging task.

To thrive in this environment, companies need to understand the needs of their customers and to discover new ways of engaging with them. A survey of executives conducted for this report asked respondents to identify their main functional role as either sales or customer service. This distinction, however, has become blurred as fi rms strive to integrate continuous high-quality communications across all customer-facing functions. This is especially true at senior levels.