The company I work for has a great offering, that is preferred by many of our customers. However, there are back end functions performed by engineers and customer service reps that are done poorly or slowly. Additionally, our platform is clunky and has technical errors that slow every one down.
I am able to build a strong relationship and get our customers to use us more, however, these issues only seem to compound and I find myself taking two steps forward and 1-2 steps back.
Besides consistency in driving the value and building on the relationship, what have some of you done to overcome lackluster performance by the supporting staff around your sales team?
One last note, management is aware and while they are trying to improve processes, nothing tangible to change the day to day headaches has really been done.
Thank you for any help!