The customer would say "I'm interested in learning about X" And the technicians would say "I'll have your sales rep contact you."
Then "sometimes" the tech would tell the rep.
Toss the request "over the transom" if you will....
And when I say "sometimes" don't take that as I'm saying something #nefarious was afoot - because copier techs have about 87 tickets a day & it's really hard to corner a copier salesperson in the office.
Just ask a #salesmanager. <rimshot>
Flash forward to 2017: Today we're all talking or hearing about Customer Success (#CS) and Customer Experience (#CX).
But many of us STILL have transoms!
Many orgs still feel all upsell or renewal conversations should be the purview of #sales.
Should't #CS people be able to sell more widgets when customers ask for them?