Where Sales and Customer Service Meet
Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.
“The most important thing about selling is, and always has been, the buyer.”
“You can’t manage a business from a spreadsheet. While you must consider the data, there is no substitute for the experience of direct customer contact.”
Frank Cespedes teaches at Harvard Business School. He is also the author of six books, including Aligning Strategy and Sales, which was cited as” “the best sales book of the year” by Strategy & Business, “a must-read” by Gartner, and “perhaps the best sales book ever” by Forbes. His newest book is Sales Management That Works: How to Sell in a World That Never Stops Changing.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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