The argument is not that face to face to build relationships with customers is not important. It’s that it’s dumb to have “field by design” roles be forced to be in an office when they aren’t on customers sites.
Besides that, it is disruptive in the office because you are spending a lot of time with the customer on conference calls and how it often works is that the people doing the work are not in the office or even in the same country.
Your client facing staff is US based. But US employees are too expensive to do the grunt work (unless you’re using one of the exploitive WITCH companies).
AWS exempted their “field by design” roles from being in the office during the first few RTO mandates. But they eventually forced them to be in an office this year (after I left).
GCP has in office requirements for their Professional Services staff now too - full time direct hire employees for both AWS and GCP.
First, there was a lot of nervousness about long-term sales pipeline creation during lockdown. That anxiety was not completely unreasonable. While we had a lot of contact with our customers over video conferencing, etc., it was tactical and project-focused. The thought was we were getting locked out of all of the hallway conversations, lunches, conferences, trips, etc. where you tend to learn about new projects, problems that need to be solved, etc.
Second, sales leadership is a travel-heavy business. I spent 3 - 4 days a week, almost every week, on the road. That came to a rather abrupt halt in early 2020, which was fine with me. I never really liked the travel. But, as far as I could tell, I was in the minority in that belief. The job selects for the road warrior, and most of my peers and bosses could not wait to get back on the road.
And, so, I think people took a plausible hypothesis (pipeline will evaporate if we don't spend face time with our customers) that they wanted to be true, and ran with it.