7 steps to cultural heaven
7th April 2016 | Zahed Subhan and Roger Brooksbank
Roger Brooksbank and Zahed Subhan explore how salespeople can help to grow a customer-led organisational culture.
Since salespeople are at the cutting edge of a company’s overall marketing effort it means their knowledge of marketplace dynamics is second to none. High-performing companies understand the value of this knowledge and harness it by involving them in growing a truly customer-led organisational culture.
At the heart of any company’s overall marketing effort is the need to ensure that the whole workforce is fully committed to satisfying customers. To this end, a key task of senior management is the creation of a customer-centric organisational culture, so that decision-making across all departments is undertaken from a customer perspective.
This is not something that can be achieved in a short, sharp “overnight revolution”. Rather, it is an evolving process that managers need to plan and manage over time. It requires the notoriously difficult task of disrupting ingrained working habits, behaviours, prejudices, beliefs and attitudes, and ultimately capturing the hearts and minds of all staff.