[ig1]

It absolutely happens (as in I've seen it happen in lots of places) and serves an important value.

When cold calling the big thing that's missing in the communication is trust, why should the lead trust some guy who's phoned her up ? - building a personal rapport helps establish a feeling that "this person is like me and I can trust them" which is a key part of cold sales.

For account managers it serves a very different purpose, it serves to reduce churn (and enable upselling). It's much easier to switch away from a company that you have a purely professional relationship with than from your buddy at Acme corp who you always look forward to catching up with.