"I recently met the president of a Florida university who had previously researched the new products operation in Silicon Valley firms. He wasn't impressed. Said that sales reps told over and over about getting suggestions and tips from their customers and sending them in on daily call reports, but nothing ever happened. Apparently, upper level sales and marketing executives only rarely have much customer contact, yet don't capitalize on the contacts of sales people. You have any ideas on how I might go about being sure this condition doesn't exist in our various divisions?"