Dietmar Authried in Business Rap

29/07/2026

Closeness, Trust—and Why Personal Sales Still Wins the Day, Even in the Age of AI

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In short, Business Rap we meet Dietmar Authried, Senior Sales Manager at coeo.

Sales:
Acquire new customers or nurture existing customers for the long term?

Both

“For me, acquiring new customers is a key milestone in sales and the foundation for sustainable business growth. New customers open up new business opportunities, increase revenue potential, and strengthen our market position. Even though the long-term development of existing customers is crucial, growth often begins with successfully acquiring new customers.”

Customer Relationship:
Scale digitally or win people over in person?

Make a Personal Impression

“For me, personal connections are the foundation of trust, lasting customer loyalty, and long-term customer relationships.”

Customer Centricity:
Optimize processes or exceed customer expectations?

Exceed customer expectations

“My goal is not only to provide customers with the service they expect, but also to inspire them in the long term through dedication, reliability, and a solution-oriented approach.”

AI in Sales:
Make more connections or have better conversations?

Having Better Conversations

“AI can help target customers more effectively and make sales processes more efficient. However, it is most successful when combined with personal interaction, since contacts, trust, and relationships remain the most important factors for success in sales.”

Customer Dialogue:
Find the right channel or the right message?

The Right Message

“I believe the right message is the most important factor for success in customer dialogue. The channel supports communication, but only a relevant and authentic message captures attention and creates a lasting impact.”

Freedom of choice:
Should we guide customers in a targeted way or let them make their own informed decisions?

Let customers make their own informed decisions

“I see my role as that of a trusted partner who guides clients, provides direction, and supports them in their decision-making—always without exerting any pressure.”

Receivables management:
Standardize or decide on a case-by-case basis?

Decide based on the situation

“I prefer a balanced approach: Proven standards ensure consistency and efficiency, while taking individual client and case situations into account provides the flexibility needed to achieve optimal results.”

Customer Feedback:
Analyze key metrics or query them directly?

The two go well together

“Key metrics are an important foundation for me, but they don't tell the whole story. That's why I regularly seek direct dialogue to better understand my clients' perspectives, experiences, and needs.”

Growth:
Achieve greater reach or create more relevance?

Greater range

“I am convinced that relevant offerings and solutions will automatically lead to greater reach in the long run.”

Change:
Should we further develop proven sales models or rethink them?

I think both are important

“Proven sales models should be continuously refined, but at the same time, there needs to be a willingness to rethink them in the face of fundamental market changes. For me, the right approach depends on the strategic goals and the challenges of the respective market.”

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Closeness, Trust—and Why Personal Sales Still Wins the Day, Even in the Age of AI

Sales:
Acquire new customers or nurture existing customers for the long term?

Both