Published: 13 June 2023
Tech CEOs of product and service companies must intervene when salespeople exhibit irresponsible selling behavior that pressures delivery teams and results in poor customer experiences. Eliminating this behavior demands immediate attention to objective alignment, proposal reviews and sales mindset.
Sales teams with a win-at-all-costs mentality tend to discount services at the proposal and negotiation stages just to secure orders.
Service delivery teams may be blind-sided by these discounts, and are then expected to deliver the original outcomes for reduced revenue — sometimes even at a loss.
Tech CEOs can easily interpret this conflict between sales and service teams as a clash of personalities, when it is actually systemic and likely to result in poor customer experiences if not managed.
Tech CEOs looking to improve sales effectiveness by balancing sales with service delivery should:
Change sales behavior first by enabling
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