In my years as an Executive at IBM, one of the key factors that affected Customer Satisfaction was the existence of a Technical Sales Organization. A technical sales organization is different from customer service. Customer service gets called after the product is purchased and being used. Technical sales are involved in the sales process before the customer buys. In fact, Technical sales is often a key element of the sales decision process. The Technical Sales organization is a key factor in ensuring customers will be satisfied after the implementation is completed.

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