If you really think it through, there are only two roles within any Company’s organization:
- Sales; and,
- Sales Support.
If you’re truly a Customer-Centric organization, then there quite simply can’t be any other role within your Company.
If you do have other roles, then you’re a product-centric company.
Everyone in your organization ultimately touches the product (service), the process, and definitively affects the Customer’s Experience.
It’s about a different paradigm: focus on your products, or focus on how your Customers EXPERIENCE your products.