Most of my writings revolve around executive level relationships. My experience has been that whoever owns the executive/decision-maker relationship will win in most cases, or at minimum, be given the inside track to win or lose the deal. While product and service differentiation are important, all things equal, it is the relationship with the right person that is the biggest determinant of outcome.
That said, "no" you cannot have a bad quality product and poor service ... nothing will overcome that. If that's a situation someone finds themselve's in, it's time to make a move ... fast, as your reputation will quickly follow where you plant your feet.
The relationship I'm talking about here is not golf buddies or lunch partners. In order to establish this type of relationship with a senior-level exec, you must add value to that person. Maybe in the old days, golf and lunch used to work ... not anymore.
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