Coercion is an attempt to find a shortcut around better user design. Great design is hard and takes time, and in our “urgency addicted” culture, we tend to think, “How can we get this done now? How can we roll this out now?” (This is especially in sales, where there’s always pressure for immediate results!) 3. You’re going to lose the complexity battle. All the sales programs, tools, plans, and rules only seem to get more complicated and grow over time. At some point, the complexity crosses an inflection point from “useful” to “hairball.” It’s challenging balancing the values of more features and usability. The best way to fight this battle is to improve how you choose and launch your internal processes, tools and programs. Involve your people! For example, even include salespeople in the process of updating a comp plan. This doesn’t work unless you take listening seriously. If you give lip service to listening and adopting feedback, nothing will change. Worse, should you ask for input and not institute any of it, you risk leaving your staff feeling undervalued which leads to morale issues, lowered productivity, and stressed staff. Source: the “Creating Passionate Users” blog