sexta-feira, junho 11, 2010

Actividades versus resultados

"Many companies confuse activities and results. As a consequence, they make the mistake of designing a process that sets out milestones in the form of activities that must be carried out during the sales cycle. Salespeople (Moi ici: e muito mais gente) have a genius for doing what's compensated rather than what's effective. If your process has an activity such as "submit proposal" or "make cold call," then that's just what your people will do. No matter that the calls were to the wrong customer or went nowhere. No matter that the proposal wasn't submitted at the right point in the buying decision or contained inappropriate information. The process asked for activity, and activity was what it got. Salespeople have done what was asked for. "Garbage in, garbage out" they will delight in telling you. "It's not our problem, it's this dumb process.""
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"It is more important to know where you are going than to get there quickly. Do not mistake activity for achievement." (Mabel Newcomber)
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Primeiro trecho de Neil Rackham em "Rethinking the Sales Force - Redefining Selling to Create and Capture Customer value".

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