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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 9Tackling Bernette’s Enablement Issues

 

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THE NEXT TIME Beth and Lauren sat down with Ray Pough, they told him about their successful conversation with Angela. “We presented a strong business case,” Beth said. “We showed Angela in black and white how the CRM issues led to longer calls and lower service levels. Now, at the very least, we have the issue on her radar screen.”

Ray added that the talk Beth and Lauren had with Angela would likely go a long way toward Beth’s getting a seat at the table with senior management, so that “eventually, when Howard sits down with his heads of marketing, finance, operations, and legal, and he hears what’s ...

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