Now I have to measure how profitable are the customers that you re bringing me. Maybe you could channel him to the web to interact so that the salesperson could focus on larger customers. In our business, we do a gross profit analysis on every training intervention we do, so it s profitability plus revenue. Well, I find it unique in India that many sales organisations have a union. There are very few places in the world where there are unions for sales people I can probably count them on one hand.
Unions are in place to protect sales people when managements are taking advantage.
It s not that way anymore. So unions can become a hindrance to customer service. The rise of technology, and customer service and sales could cause some problems. For instance, we are finding many conglomerates jumping into the call centre business. The thing is when you put technology in place to improve customer service, whether it s information technology or CRM, if you don t have your human processes in place, it magnifies the mistakes.