Clients are usually the focus of your everyday tasks, and most B2B companies do a decent job of training their outside sales force before a launch. But the remainder of your internal team could be one of your greatest assets. You won’t find better brand advocates to share your work than your own coworkers and teammates. Not to mention, it’s extremely important for your internal team to be knowledgeable about the work you’re doing. If employees are educated and on board, you’re more likely to be successful. Internal communications improve trust and productivity among your team, and if you’re good at internal communications, you’re 3.5 times more likely to outperform your competition (Lexicon). An inside sales force or customer service team that’s informed and knowledgeable about your business can have great conversations with prospective customers and even create lasting business relationships.
But, when your team is completely in the dark? Your customer’s experience could be severely impacted. Imagine an organization that is unable to effectively support an inquiry for a quote, an order processing question or worse, is unable to accurately or expeditiously engineer an order because they aren’t fully plugged-in. If all the focus goes to external B2B audiences, the company misses an engagement opportunity and risks a poor customer experience when the inquiries and orders start arriving. Lost momentum. Failure to launch.