His example of Circuit City and Wal-Mu over reliance on marketing as a source of failure is off a bit. Failue in these or has more to do with how poor the customers experience was once they were engaged, not that a sales person couldn’t close the deal. Customers today do not want to deal with “sales people” at retail any more, and the poor execution of a “Always Be Closing” sales force is what put Circuit City in the tank to start with. Alienating the customers from the stores and sending them to more safe places to shop in peace, like online and low pressure sales organizations like Best Buy, and the warehouse clubs.
If this observation was true companies like Amazon, Best Buy, Costco, an Sams Club would be be the ones struggleing, but they are the ones winning in the marketplace today and all the car dealers, high end consumer electronic stores are the ones in the dumper.

The customers are changing and the last thing folks want is a sales person that just got done with learning his 31 Closing Techniques from Tommy Hopkins. Or fresh from his stint at Glenn Gary Glenn Ross asking them if they want to buy a service contract with their $699 32 inch big screen.

Customers have changed and the orgranizaitons that are tuned into what these customers want and help them make a purchase are going to the the suvivors on these most diffucult times.

-Adam