Since buyers can never understand all the technical issues that distinguish one software package from its "me too" competitor, at some point the deciding factor shifts to some entirely different proxy variable. That proxy is the rep. Which rep would you rather do business with? Which rep would you rather have chatting you up every month, taking you to lunch, trouble shooting your system, and bothering your staff?
- Po Bronson, The Nudist on the Last Shift, p.144
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