Traditional sales force and service automation projects, many of which already had limited success due to lack of user adoption, are ill-equipped to support a new sales and service paradigm.
Largely because the dynamics between buyers and sellers and the customer satisfaction levels have changed, the digital revolution has shifted the balance of power, equipping buyers and customers with much of the information they need to make purchase decisions and to rate their customer service levels. So how can companies deal with this challenge?
It’s simple. Our world has changed. And all of our customers’ needs and expectations have changed with it. First off, customers now expect your business to operate in the global digital marketplace. Second, they expect you to place them – and what they are trying to accomplish – firmly at the centre of that experience. But every customer defines the ideal experience differently, and it changes every time customers engage with you. And though this creates significant complexity for the enterprise, customers will not lower their expectations to accommodate you.
And why should they? Customers don’t want complexity in their experiences. Just like business, people don’t want it in their tools, or IT people in their systems.
It’s time to go Beyond CRM.
CONNECT WITH YOUR CUSTOMERS – ACROSS EVERY CHANNEL ON MOBILE DEVICES AND TABLETS
GET REAL-TIME VISIBILITY – INTO YOUR CUSTOMERS AND YOUR BUSINESS
SELL MORE – THROUGH DIGITAL CHANNELS
Have questions? Please contact us.