Published
27 November 2007, 06:28 PM
Anneliese
Olson
Director, HP LaserJet Category Management
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.
Technorati tags: hp, Hewlett Packard, printers, laser printers, laserjet, inkjet printers, small business, medium business
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