Requirements for organizations have changed as customers are getting increasingly knowledgeable and self-reliant. Hardly any corporate buyer nowadays needs a salesperson to inform them about product features and their specific benefits. New channels are popping up at a breathtaking rate. Customers have more product and price choices at their disposition than ever before. They expect the same level of support and competence from everybody they speak to – be it a salesperson, a marketing executive or a service representative. And they may eliminate a vendor in their buying process just because other vendors are providing much more information and services on their website than this one.
As a consequence, the roles and scope of traditional sales, marketing and service organizations are changing. Salespeople’s traditional domains are shifting to the Internet or to Marketing. And the boundaries between sales, marketing and service are blurring.