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| Version | User | Scope of changes |
|---|---|---|
| Nov 27 2007, 3:21 PM EST (current) | Anneliese-@-hp | 1 word added, 1 word deleted |
| Nov 27 2007, 3:19 PM EST | Anneliese-@-hp |
Changes
Key: Additions Deletions
HP Lets the Customer Decide
Anneliese Olson
November 27th,27, 2007
HP gives small business customers options of where and how to buy their products, solutions and services- and we've been doing it for a long time. We have a large network of channel partners who service you. We also have our own direct selling motions to buy direct from HP, whether it be from our website, our call center or our direct sales reps. We get questions from you, our customers and channel partners, about HP’s go-to-market strategy and whether we are trying to prioritize one selling motion over another. I figured it was time to tackle the conversation directly.
I recently pulled together several people inside of HP to discuss this exact topic and we recorded this podcast. I invited the right people to the table:
We all work together in driving SMB sales and are often meeting around the same table. We discussed the different Route-To-Market strategies that we deploy in the marketplace. If you’ve had questions about HP's stance on this, it is worth a listen.
One interesting topic we discussed was around HP’s representatives who make up the Small and Medium Business Chat group. These folks provide pre and post-sales support via the website. When you log on to the HP SMB store, you can initiate a conversation with these reps and they can answer your questions. They will also ping you if you get stuck on any particular page to see if you need more information. They receive all types of questions ranging from simple (I have an HP LaserJet 4 but am looking to upgrade to color- what should I buy?) to complex (I am thinking about replacing my copier since the contract is about to expire- what kind of multi-function solutions will meet my needs over a network?) They do all of this to provide customer service and to help people select the right products and services to meet your needs. They let you decide if and how you want to buy. If you have a favorite partner you purchase from, they route the sale to them. If you prefer to buy from HP directly, they can assist you with that. The level of service these chat reps provide is amazing!
Lastly, one thing these directors all have in common is their focus on the customer experience. The customer is at the forefront of what they do every day. They want to make sure every HP employee and every channel partner are in a position to deliver HP’s value propositions and can meet your needs as customers.
Have a listen and let us know what you think.
category: community podcast series
Anneliese Olson
November 27th,27, 2007
HP gives small business customers options of where and how to buy their products, solutions and services- and we've been doing it for a long time. We have a large network of channel partners who service you. We also have our own direct selling motions to buy direct from HP, whether it be from our website, our call center or our direct sales reps. We get questions from you, our customers and channel partners, about HP’s go-to-market strategy and whether we are trying to prioritize one selling motion over another. I figured it was time to tackle the conversation directly.
I recently pulled together several people inside of HP to discuss this exact topic and we recorded this podcast. I invited the right people to the table:
- Scott Anderson, Vice President of the US Commercial Channel organization for Imaging and Printing
- Mark Patton, Director for HP Direct Sales in the US
- Mike Monroe, Director for HP’s Direct Operations in the US
We all work together in driving SMB sales and are often meeting around the same table. We discussed the different Route-To-Market strategies that we deploy in the marketplace. If you’ve had questions about HP's stance on this, it is worth a listen.
One interesting topic we discussed was around HP’s representatives who make up the Small and Medium Business Chat group. These folks provide pre and post-sales support via the website. When you log on to the HP SMB store, you can initiate a conversation with these reps and they can answer your questions. They will also ping you if you get stuck on any particular page to see if you need more information. They receive all types of questions ranging from simple (I have an HP LaserJet 4 but am looking to upgrade to color- what should I buy?) to complex (I am thinking about replacing my copier since the contract is about to expire- what kind of multi-function solutions will meet my needs over a network?) They do all of this to provide customer service and to help people select the right products and services to meet your needs. They let you decide if and how you want to buy. If you have a favorite partner you purchase from, they route the sale to them. If you prefer to buy from HP directly, they can assist you with that. The level of service these chat reps provide is amazing!
Lastly, one thing these directors all have in common is their focus on the customer experience. The customer is at the forefront of what they do every day. They want to make sure every HP employee and every channel partner are in a position to deliver HP’s value propositions and can meet your needs as customers.
Have a listen and let us know what you think.
category: community podcast series
