aThe sales organization, which had been organized by geography and product, was reorganized
into global sales teams. In response to numerous customer complaints, a customer relationship
manager and a dedicated sales and service team were appointed for each key customer account.
These teams were grouped within larger vertical industry teams, and product specialists were
assigned to each. The product specialists served as boundary spanners, moving back and forth
between focused product groups and key account teams, taking product knowledge to the field and
customer input back to the product groups. Product specialists reported to the product organization,
but incentives rewarded increased sales of their products through industry sales teams.