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Analyzing actions without truly understanding the “why” behind them can, in many cases, lead to an incomplete or even inaccurate view of customers’ needs and desires. Consider a sports example, known for highly emotional fan behavior.
This is true as true in sales as is it in sports – probably more so. Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. It’s very much about taking a customer-centered approach,” Blank said.
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