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Option 6: Every employee is a sales support representative

Like this customer support focus, all employees must be empowered to move the sales process forward. Not every employee can or should be a sales representative. However, companies must insure that every employee knows how to handle a sales lead, customer inquiry or order. When distribution channels were limited and static this was an easy task. As businesses evolve at a rapid rate and organizations change, sales processes and employee training often lag behind.

There are many approaches to this problem. We have found that enterprise CRM products provide a good platform for informing, facilitating and incenting employees to understand their role in the sales process. Similarly, an investment in change management and training is a critical component in making these initiatives successful. A successful change management program should include executive sponsorship, a communication plan and a reappraisal of the existing compensation and incentive program.