CHAPTER 4
Breaking Down Barriers
TWO YEARS AGO I was hired by a workforce management software company in New York to redesign its sales process. Along the way I met Julie, a senior sales leader, who was running a related initiative. The company sold licenses for its software, and while the sales organization did a great job of winning new customers, no one seemed to be managing the existing contracts. The company’s license renewal rate was weak, and current customer revenue was eroding almost as fast as the sales force could add new customers. Julie focused on stemming the churn by increasing the renewal rate.
Julie asked me to attend an off-site brainstorming meeting with her sales team because she thought it would be good input for my sales ...
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