Disconnect, Reconnect

Karen Bennett, vice president of sales strategy and support, sensed a disconnect between what salespeople wanted in an incentive trip and what her company, Atlanta-based Cingular Wireless, was offering.

But a hunch is not enough to go on.

So she decided to survey the entire sales force — and discovered that her intuition was correct. The Cingular Summit, the annual incentive recognition program to reward the top 5 percent of sales performers, was not the motivating force that

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