In the context of cooperation in general, one crucial aspect to consider is communication. I believe that clear and structured communication is essential in all areas because many errors and inconsistencies typically occur before anything is installed or configured.

So, what do I consider part of communication?

Let’s start with a clear definition of tasks and responsibilities. Often, multiple colleagues are involved in managing a customer’s sales or technical needs, and in cases like illness, it may become unclear who is responsible for what. I have also witnessed situations where responsibilities were silently redefined or entirely different technical responsibilities were suddenly imposed upon a colleague upon their return.

Is this a “problem” for the customer? I say yes! Communication also largely encompasses maintaining a professional demeanor, regardless of the field. This, in turn, can only be ensured through clear communication, starting from the very beginning.

Moving into project implementation within a project context, it is essential to clarify in advance whether there is someone leading the project or, for instance, if sales takes the lead in customer communication. Regardless of who ultimately interfaces with the customer (similar to a Single Point of Contact), technical colleagues should also strive for transparency.

A simple summary of topics, open points, or even challenges in project implementation often suffices to bring everyone on board and allows project leaders to be readily available to the customer.

Even better: Communication does not assume that the project must be successful. Especially in difficult situations, errors, or other challenges, it is even more critical to maintain communication.

Even when there is nothing new to report, a brief update always helps – with precisely the information needed!

Now, why the title in the heading “Sales Team”? Even when operating outside of projects, whether in regular daily business or in service tickets, the customer ultimately desires straightforward communication. By the way, this also saves a lot of time for all parties involved! Based on experience, the sales team is the right and ideally the primary point of contact for the customer and, in my opinion, should lead by the best example!