2009 March

“Thought Bubble” Inflation: The Sales / Service Handoff

Posted by | sales service | 2 Comments

Setting good expectations in sales and tightly managing  scope in services sounds like a great way to fix misaligned customer expectations.  

Much easier written than done. And it's a good start, but does miss a key piece of the puzzle.

As a 3-time VP Sales selling technology solutions to business people, I've spent a lot of time hearing from from the service team how my reps need to set better expectations during the sales cycle.  Services often has a point.  And so I've spent a lot of time more precisely productizing service offerings,  tightening up statement of works, including members of the service team in the sales cycle, creating tools and infrastructure to address the issue and working with reps to be as clear as possible about the what's and the when's.

But none of that addresses the often surprising - and harder to manage -- culprit of customer internal communications. 

Read More