Most companies have an operations/management culture that controls the organization.
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So what’s wrong with that? In time a significant shakeup has to happen which is often predicated by the appointment of a new CEO or the business being taken over by a more powerful adversary.
So how is an operations/administration customs created in the first case? Almost half of the participants were unsure if their CEO had a foundation in sales process or whether their board had sales related experience. If a CEO has operations, accounting or legal background this can often clarify their natural inclination towards these ‘back end’ places of the business, leaving the ‘front end’ to others in the company.
Needless to say, that isn’t always the case. One client, with whom I’ve finished a variety of endeavors, is the CEO of a worldwide CRM sales process company. He’s a strong operations background, yet when he takes over as CEO of a company the first item on his to-do list is real to become familiar with its sales. At first employees, particularly those in sales, have a look of surprise which is immediately followed by respect.
It is not a simple endeavor because often times there is push-back from those, especially from management one or more levels below the CEO, who feel threatened by the change turning around a company from an administration/operations prejudice to some sales and customer service culture.
So where to start? It all begins with the CEO or company owner by acquiring an understanding of customer service and sales leading by example and to experience what it’s like to work at the ‘front end’ of the company. The quickest and best method to achieve this is to hire. The sales strategist would have the capacity to tailor an application that would match the specific needs of the organization and industry. The CEO or business owner must also spend time with internal sales and the company’s salespeople on both external customer and potential customer visits. The experience may feel uncomfortable but what a strong message it would send.