This could include redesigning sales support media, distribution channels, distribution partners, evaluating current sales people, training, recruiting new sales people, setting new sales quotas, compensation structure reviews, and an update of the competitive landscape.
Improvement in manufacturing processes are most effectively done in an environment in which the other parts of the organization are included in the design as well as the day-to-day implementation phases.
There are usually many different customers to support in even the smallest companies. One choice that should be reviewed is whether all or part of this activity should be outsourced or kept in-house. Another dimension is to include this component in the market research process by having analysts gather current data in a quasi ‘focus group’ process that provides information about products, distributors, sales people, competitive products, competitors, and selected attitudes and preferences of the customers.
The key items here are facilities, office equipment and answering the general phone number.