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13. How do you get sales and everyone else on board, on the same page? Our
experience is that if you listen to sales, they are eager to be
involved. So we involve sales early on. But we involve not just
sales. We establish an action learning team of group leaders that
includes all of sales and marketing and customer service as well as their support staff—business
analysts, business intelligence, IT and HR professionals. This team aligns customer relationship strategies with
the directional strategy the executives have set. The Religence
Framework enables better alignment—across sales and marketing and
customer service and from the executive suite to the people on the
frontline with customers. |
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