Cost Management: A Strategic Emphasis 5th Edition by David Stout, Edward Blocher, Gary Cokins

Exercise 32

Sales Performance at Hewlett-Packard In early 2006, the new CEO of Hewlett-Packard (H-P), Mark Hurd, became aware of a number of customer complaints about the accessibility of sales support at the company. The complaints referred to a confusing management structure and lack of contact with sales support personnel from H-P. There were 17,000 people working in H-P sales, and customers, particularly the large corporate customers, were frustrated dealing with the complexity of the H-P sales system.

Required What would you propose to Mark Hurd, the CEO at H-P, regarding an overhaul of the sales support systems at H-P?

Step 1 of 2

Importance of sales support:

Sales support is a very important issue which is often been ignored by the companies. Companies over tend to overlook the issues general customer face with their products. This practice in long run leads to the falling of customer’s confidence in the company’s products and gradual downfall. Excellent customer care with an average product can be more satisfying for the customer many a times.