The Focus Gap Is Quietly Undermining Sales and CX – Here’s How to Close It

When sales teams underperform, the finger-pointing usually lands on talent, tools, or pricing. But there's a deeper problem lurking beneath flat revenue charts and churn reports: misdirected focus.

At SugarCRM, we call this "the focus gap." It's the costly disconnect between the accounts sales teams engage with and the ones that actually need attention. It's the kind of problem that doesn't always show up in dashboards but quietly drains revenue, damages retention, and erodes customer experience (CX). The symptoms are easy to miss until it's too late, and the consequences are quiet but severe: missed reorders, stalled renewals, and shrinking market share.

What Happens When Sales Suffers from the Focus Gap

Salespeople naturally gravitate to where the action is: big-name logos, high-volume repeat customers, or whoever shouts the loudest.

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