This is part 3 of a 4-part series addressing how Personal Business Analytics help our customers respond to the emerging mega-trends set forth by McKinsey on the Salesforce blog. B2C-inspired customer expectations With the proliferation of mobile in consumers’ everyday lives, as well as increased expectation of BYOD workplaces, both B2B employees and customers are coming to expect the same level of personalization that they get as consumers. In order to meet these B2C-inspired consumer expectations, “sales leaders need to develop frictionless and personalized models to connect with the customer across any channel.” The need to understand how to really connect with your customers has led to the rise of CRM and enterprise collaboration platforms, but employees tend to resist change in their existing workflows—which can result not only in stagnating customer relationships but also in slowing sales cycles. The answer is to place intelligent guidance right where sales already lives, while providing value-based information stickiness in the tools you need them to use. This can be done with very specific, granular insights based on their role, product lines they sell, regions they cover, industry focus and market and competitor relationships. Connecting with your customer anywhere, anytime is a priority—and as our FirstRain usage stats show across some of the biggest global sales organizations, mobile is the fastest growing platform to connect sellers with buyers’ needs. But for many organizations, gathering the customer intelligence needed to turn the sales team into customer experts is time-consuming. They are simply unable to create very personal experiences with basic sales intelligence tools they may have previously invested in, many of which don’t even have native mobile apps. Consumers today have access to almost everything they need on their mobile devices, from banking to finding their next date, so consumer expectations now mean having the same experience when it comes to customer intelligence. They want their phone to help them build better relationships with their customers so they can win more deals; so, when selecting a tool to match the needs of these sellers, consider:
- Are your current sales intelligence tools available as highly personal solutions in both native mobile apps, as well as integrated into enterprise workflows like CRM, enterprise portal and collaboration platforms?
- Can your sales teams quickly create a very personal and intelligent view into their full customer revenue cycle, from initial sale to renewal?
- Are you meeting consumer expectations by giving them specific, granular insights based on their role, product line, region, industry, market and competitor relationships?