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Back in the early days of computers in our industry, the main problem we encountered with them was “us.” Rather than use this power to grow our business and serve our clients, we turned it inward to the business of our business. It took many years before we actually began to use our automation systems to improve service to clients and better market to prospects. But today, computers truly do drive our business, inside and out.

Now let’s talk about your sales support teams. Are we making the same mistake that we did with computers? Are they truly serving clients, engaging prospects, creating revenue, and helping to grow the business—or are they glorified data processors? Judging by comments I continually receive from back-office personnel, I fear the worst is still true.  The most frequent comment goes something like this: “They hired me to service the clients, but I am buried with menial tasks and my annual performance review is more about processing paper than growing the business.”

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