Through mapping customer journeys, companies often discover that traditional sales practices and approaches suboptimize resource allocation and investment is wasted on low impact activities. Nevertheless managements and sales executives often struggle to accept the reality that long-standing paradigms about how best to engage and win customers no longer apply. Shifting mindsets to embrace new approaches and overcome resistance to change often requires substantial organizational effort.
We help our clients engage and motivate marketing and sales teams to tighten alignment and shift from funnel to customer journey approaches, through training, workshops and implementation of pilot programs. And we help managements adjust organizational structures, behaviors and culture, going beyond the sales, marketing and customer service functions, to facilitate and sustain change.