Clarifying Roles & Responsibilities

Understanding customer needs  allows you to design teams and roles that are aligned with the specific touchpoints, preferences, and pain points of your customers. This alignment ensures that resources are optimally deployed, improves customer satisfaction, and enhances overall engagement. 

Define clear role descriptions and job expectations with detailed outcomes, and outline specific responsibilities, targets, and accountabilities.  Set yearly MBOs to accommodate small variants to overall strategy, or to match evolving commercial outcomes and the progression of the customer base.  Specify through geographic territories, customer segments, product focus, and customer types.

Design a sales hierarchy that supports strategic goals such as regional, product-based, or customer segment teams.  Clearly delineate reporting relationships, authority levels and map out cross-functional collaboration points (business teams) to prevent overlaps and confusion while determining.

First, your management team needs to be aligned to ensure commitment up and down your organization.  Communicating expectations in a transparent way will align your team's understanding.  Reinforce during onboarding and ongoing training sessions to evolve.  Use performance metrics as accountability tools to track responsibilities, regularly review and adjust roles based on business needs and performance feedback.