This is precisely the theme explored in an inspiring CICM podcast, where Luke Sculthorp (CICM) welcomes Noy Mcdonald, Project Director at My DSO Manager, to share her expertise, insights, and practical advice on how to break down barriers and position Credit as a true enabler of commercial success.
A career built at the heart of Credit evolution
With over 20 years of international experience – from aerospace with Constellium, to medical and surgical equipment with Stryker, and adhesives with Avery Dennison – Noy has lived the evolution of the Credit profession from the inside.
During her time at Stryker, a major player in the healthcare sector, she observed that while healthcare often appears to be a low-risk industry, especially when dealing with public hospitals backed by governments, this perception can be misleading. In some countries, private clinics or partially funded institutions expose businesses to significant financial risks.
This experience taught her a crucial lesson: even in sectors perceived as secure, managers must stay vigilant, continuously update their risk assessments and anticipate market shifts.
The COVID-19 crisis served as a striking reminder that industries can shift rapidly, making proactive risk management more vital than ever.
Her journey across industries has shown that Credit Management must never be static. It must adapt continuously to sectors, economic cycles, and evolving customer behavior.
Why was credit seen as "the enemy"?
The reality is stark: in many organizations, Credit teams were traditionally perceived negatively, often labeled as:
- A necessary evil obstructing business growth
- A mysterious part of finance, poorly understood by sales
- The team that says "no" without sufficient explanation
Credit Managers were seen as the ones preventing deals rather than protecting the company. But as Noy highlights, this perception is outdated and fundamentally unfair.
Sales wants to close deals. We want to secure sustainable revenue. Our goals may differ, but they are deeply complementary.
Breaking down the walls: The blueprint for collaboration
How do we replace conflict with cooperation? Noy outlines three key actions:
Educate and raise awareness:
- Demystify Credit Management for sales teams: explain how smart risk management protects their commissions and the company's future.
Communicate frequently and transparently implement:
- Weekly one-on-ones with sales directors.
- Quarterly joint reviews of key risk accounts and late payers.
- Shared agendas for business reviews focusing on mutual goals.
- Every meeting should add tangible value, not just reiterate problems.
Be present on the ground:
- Accompany sales reps during client visits.
- Show them that credit professionals are not obstacles but strategic partners ensuring long-term relationships.
Technology as the great unifier
Digital innovation, spearheaded by My DSO Manager, has fundamentally changed how Credit collaborates with sales:
Live access to customer account status (invoices, disputes, payment history) via tablet or smartphone.
Automated processes for faster credit approvals.
Real-time visibility for informed decision-making during customer interactions.
What once took days or weeks can now be handled in minutes. Credit has shifted from bottleneck to business accelerator.
Thanks to automation, credit teams are no longer just chasing cash; they are actively enabling profitable, secure growth.
New Pillars for Credit Professionals: Resilience, Collaboration, and Creative Thinking
In the face of ongoing challenges, Noy emphasizes the need for:
- Resilience: Keep pushing dialogue even when doors seem closed.
- Collaboration: Think like a true business partner, not a gatekeeper.
- Creativity: If you have to say no, always propose a responsible, compliant alternative.
Saying no should never be a dead end. It should open up smarter solutions that work for everyone.
A changing landscape: From back office to strategic leadership
Luke Sculthorp (CICM) confirms it: In the last decade, the Credit function has moved from:
A back-office role focused only on collection To a strategic role involving risk analysis, scenario planning, and commercial advisory.
Today’s Credit Leaders are stepping into boardrooms. However, to fully realize their potential, they must gain better access to investment:
- in technology
- in people development
- in business influence
The journey from operational to strategic is underway, but the work is not finished.
Stronger Together: The Human Factor
Beyond tools and processes, Noy reminds us of the core truth: it’s all about people.
Working closely with colleagues across departments and building trust with customers and sales reps transforms not just perceptions, but business outcomes.
Noy even shares how some sales colleagues who once saw her as "the enemy" later became lifelong friends, illustrating how collaboration transcends professional silos.
When you stand by your customer during hard times, they become loyal for life. It's the same with internal partnerships.
Credit and Sales – Not opposed, but united for success
Today’s competitive environment demands more than just aggressive selling or cautious finance. It demands aligned, resilient, tech-empowered teams that can secure sustainable growth. By communicating openly, leveraging real-time insights, and prioritizing shared objectives, Credit and Sales can become the ultimate power team.
We are not here to say no to business. We are here to say YES — to the right business.
Together, they can achieve what neither could alone: sustainable, profitable growth based on trust, strategy, and resilience!