Chapter 2

What Would You Do?

1.      A Salesperson is an expert who represents the customers need back to the company.  He acts on behalf of their firms and behalf of their customers.  He can do the following things, create value for their firms’ customers, manage relationships between firm and the customers, and relay customer and market information back to their firm.  Customer Servicing is a difficult job where customers expect prompt servicing without any delays.  To make the existing customers happy, more attention should be paid on customer servicing and the quality.  Suggestions should be made related and of the benefit to the customer, not of the benefit to the bottom line. Someone will keep up this deal for the current quarter and achieve additional incentive for that same quarter.  For the next quarter, he would put more effort in achieving the quota.  Also, he can probably contact the same customer in the future about other deals or other requirements for the same deal.  Losing the customer is a great loss for my future deals and providing the customer with timely service is an ethical decision. 

2.      The best way is to allot a time to read the mails of the clients and get their requirements and status in break hours and it will take surely more than a day or week.  At the same time, new business cards should be made, replacing working email address to a personal email address and inform all the clients or distribute the new cards. From the personal email address, send apology mail to the clients for delay in response of their mails.  Smart work is to manage both full-time and part-time jobs with trust in both the work environment.

Cases:

1.      SuccessFactors was doing misleading accounting and the company was accused for the same by a whistleblower, a salesperson of SuccessFactors.  He also reported to the authorities that SuccessFactors sales people were improperly writing the contracts to make the company look as if it were growing faster. SuccessFactors was reporting to the SEC without the backlog figures. The company said it didn’t think that the investors found it useful when asked by the SEC. A great lesson to the investors who were rewriting the existing contract as a new one, even though the client was not a new customer. Now, they need to look carefully about the revenue and the customer. Non-GAAP financial measures are used by company management to understand and compare operating results in accounting, to calculate bonus payment, to evaluate management’s financial performance and many more.  An employer should be kept responsible to do periodic checks on all the contracts, customer number, revenues and other important factors on regular basis to avoid any fraud or miswriting. 

2.      IBM and State of Indiana had a public-private contract which is huge and difficult. The modernized systems implemented by IBM were not successful leading to host of consequences.  Indiana eventually cancelled the contract by kept some of IBM’s design and its hardware.  The judge’s recent ruling in Indiana and IBM case is “Neither of the parties deserves to win the dispute.  Both the parties are to blame as they misguided the government policy and overzealous corporate ambition and Indiana’s taxpayers are left as apparent losers.” Indiana has the right to blame IBM but IBM is also right at its part that Indiana cancelled the contract and still owes their servers, hardware, software and automated processes and they are not paying for those.