by Michael J. Webb
Increasingly sophisticated software is becoming available for coaching salespeople. These systems respond to context, such as the industry the prospect is in, the contact's department, and the stage of the sales process. They may even collect answers to questions for future use in the selling effort. Some even offer elaborate strategy support, with color-coded organizational charts and more.
This should make sales training and CRM ought to go hand-in-hand, right?
Unfortunately, no matter how fancy the systems are, salespeople don't often use them unless forced to.
If it were a technical, procedural or a user interface issue, it could be fixed. But it isn't.
Instead the issue is the company's assumptions around what enables these software systems (and the people involved) to work.