Conference ilbbak::us_sales_service

30.0. "FY'92 Organization" by GERBIL::SIEBERT (Chris Siebert 264-7402 MKO2-2/A14) Tue Aug 06 1991 17:31

    In case you haven't seen this, the following is a Customer
    Message for your use from Bob Hughes.
    
From:  Bob Hughes
Subject:  Customer Message


July 9, 1991

    Dear U.S. Sales and Sales Support Employees,

    As you are aware, Digital, as well as the entire computer
    industry, is facing enormous changes in business.  At Digital,
    these changes are affecting all areas of the corporation. 

    In the U.S. Sales Organization, that change has entailed our
    focusing attention on designing a structure that ensures Digital
    reduces costs, increases productivity, operates as a customer-
    driven organization, and most importantly, grows profitably. 

    To reach our goals, we have had to make some difficult decisions,
    one of them being the need to reduce the number of employees in
    our Field Organization.  This has not been an easy decision to
    make, but we know it is a necessary step to ensure our continued
    success. 

    Through our New Management System, we are empowering you to focus
    directly on the customer by bringing the decision making process
    down to the account level.  We will continue to provide you with
    the support and services you need to accomplish your objectives. 

    I am sure that some of your accounts will have questions
    concerning these recent changes and will wonder what impact they
    might have on them.  I encourage each of you to take time to meet
    with your accounts and explain what changes are taking place at
    Digital and what they will mean to them.  I expect by the end 
    of business today, every account will be assigned sales coverage, 
    even if on a temporary basis.  In addition, all employees in 
    phone answering positions should be knowledgeable of the account 
    structure.  Below I have outlined several key messages you should
    deliver to your accounts: 

    First, through our new account structure, we are focusing our
    attention completely on you, the customer, by empowering our
    account managers to make all necessary decisions for each account. 

    Secondly, we are reorganizing our services and support groups to
    focus on specific accounts, thereby allowing our account managers
    to obtain the resources needed to support you and your business
    requirements. 

    Thirdly, as a company, we are aligning our business organizations
    by specific accounts and industries to ensure that Digital is
    able to deliver the hardware, software, services, and support 
    they need, when they need it. 

    Finally, each customer should know who their sales representative 
    is and who supports him or her on the account.  Enclosed is a  
    sample letter for you to send to your accounts.

    As always, your comments, suggestions, and feedback are important
    to me.  I look to you for the leadership, skills, and vision to 
    ensure our future success. 

    Regards,

    Bob

    Enclosure:  Sample Customer Letter






    SAMPLE CUSTOMER LETTER



    July 9, 1991


    Dear [ACCOUNT NAME],

    As you may have read in recent press reports, Digital is in the
    process of re-shaping its organizations throughout the company,
    including the U.S. Sales Organization. This is the direct result
    of various business and economic changes affecting the entire
    computer industry. 

    Over the past few months, we have had to make some difficult
    decisions -- decisions, however, we believe are necessary to
    ensure both our and your continued success. 

    Throughout this decision making process, we have kept one thought
    in mind:  whatever we do, we believe the customer always comes
    first. 

    One of the most significant changes we have made is with our
    account structure.  We have designed a sales organization that is
    focused completely on you, the customer. 

    Through this new structure, we have empowered our account
    managers to make all necessary business decisions that will
    affect you. 

    We have reorganized our services and support groups by accounts,
    thereby allowing our account managers to obtain the resources
    needed to support you and your business requirements. 

    Overall as a company, we are aligning our business organizations
    by specific accounts and industries.  This will ensure that
    Digital is able to deliver the hardware, software, services, and
    support you need, when you need it. 

    I look forward to continuing the successful business relationship
    we have developed.  It is my responsibility to continually
    improve the quality of sales, service, and support we provide to
    [ACCOUNT NAME.] 

    Regards,



    [ACCOUNT MANAGER NAME]