Q.4.

What should the companys strategy be to reduce interdepartmental friction (between the sales
and after-sales teams)?

Sol.

Instead of hiring freshers directly from the college they should get some experienced people
so that any impossible commitments are not made to customers just to make the sale and
experienced professional will act maturely and will work for long term benefit rather than a
quick sale.
Regular cross function team meetings should be held to raise any issues.
Job rotation will also help in reducing friction as team members will be aware of situations
across departments and will tackle the obstacle in a better way.
Use of technology so that the sales people can update about the demands of the customer
and prospects and consult with technical people on a real-time basis.
Conflict management workshops should be organised by team leads.