Right, Right, Right: The Right People with the Right Capabilities in the Right Roles

We worked with a Southern California division of a company that had clearly identified the overall business direction and values necessary to drive the business forward. Their previous sales and service function had been organized as a group of staunchly individual contributors driving sales within their individual territories. It became clear that this was eroding the customer experience and causing customers to leave the business. The new strategy, and aligned values, required a more customer service-oriented, team-based approach.

One team member, a strong informal group leader, resisted the change effort. He had a strong personality and was well-respected ...

Get Get in Gear now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.