Organizational Change Toward "Ambidextrous Sales"

The Case of Company X in the ICT Services Business

Abstract

For a sales organization that has focused on strengthening relationships with existing customers, changing its policy to focus on developing new customers requires not only a change in strategy but also organizational transformation. New customer development requires considerable effort and know-how and is generally difficult. However, to increase the effectiveness of policy changes, changes in the perceptions of members are also required. In other words, members themselves should find legitimacy in their own business activities under the new policy. To promote changes in team members ’ perceptions, it is necessary for team management to introduce organized sales that enable mutual recognition, raise awareness of goal achievement, and establish legitimacy within the organization for new customer development through clear evaluations.