This post is originally shared by our CEO Ivor Bakša. It is something many companies are silently experiencing.
Not a rant. Just our reality as a client.
“We are informing you that your account manager has been changed, a new colleague will take over your account.”
That’s the message we receive as a client from our telecom.
No introduction, no follow-up, no call.
Multiple KAMs have changed over time, and this message is the only proactive contact we ever got.
We never met the new KAM, nor the last one either.
No one ever visited, called, or asked what we needed.
And it keeps happening.
Where did personal contact go?
Who knows our history, our needs, our challenges?
When there is a real issue, we end up with customer support, and they are disconnected from our account.
When we explore some new service, we are the ones reaching out and explain our use case. Yet, when I browse their website, there is plenty of services that would be a good fit for us. No one mentioned them.
And it’s not a bad operator; we changed three of them. This was the only time they tried to keep us as a customer by doing a contra offer. But then it was too late.
As a business owner, I can’t help but see something fundamentally broken in the structure of enterprise sales, especially in large organizations like telecoms. And it’s not just them. We see the same patterns with our bank, electricity provider, gas supplier, even SaaS providers.
Am I the only one seeing this?