You have the marketing strategy, the segmentation and all that. Sales funnel thought.
But the alleged sales funnel seems to work no more. The customers have minds of their own – and the smartphones. They have began to out smart your people. Who is the seller anymore?
Let your troops work for commonweal. Give them the ability for the redemption with proper tools trouhg a decent thinking of service design – for example.
You need to make their work possible. That’s enabling.