There are in more well-defined industries (e.g, media) and salespeople understand and value them- they would definitely consider this important to their overall

There are in more well-defined industries (e.g, media) and salespeople understand and value them- they would definitely consider this important to their overall package. There's more of an issue when the industry isn't well defined (like this "new benefits" industry is not), or salespeople don't have experience to know any better or ability to impact the retention of a client.