Whenever I can I like to spend time with customer care people, trainers, sales people, and those who support our products in the market place. Why? Because as a manager I must always be aware of how our products are being portrayed to customers and users: Over the ‘phone, in emails, in Help and FAQs, in training, in sales demo’s, everywhere.

In his book On War, published posthumously by his wife in 1832, von Clausewitz wrote, “We fall into error if we attribute to strategy a power independent of tactical results.”

Is your strategy being made impotent by rudeness over the ‘phone, poor grammar in emails, incomplete or inaccurate Help, dour trainers, or over-promising and under-delivering sales people? You need to find out.

Tagged as: customer, market, strategy, tactics, user