TECH SUPPLIER Mar 2023 - Market Perspective - Doc # US50440723
The Field Service Experience Boosts the Next Sale
Abstract
This IDC Market Perspective explores the opportunity between the aftermarket service operation and the sales organization to enhance revenue and personalized customer outcomes.
"Today's digital-first B2B buyer expects a buying journey that is holistic, nonlinear, and highly personalized. Still, organizations continue to operate in highly siloed ways that fail to link buyer interactions across customer-facing teams," says Michelle Morgan, research manager, Sales Productivity and Performance at IDC. "This disconnect is particularly damaging between sales and service teams, partially due to the fact that marketing and sales fail to understand just how important the aftermarket team is to their customer experience and revenue goals. As more organizations move to an "as-a-service model," post-sales growth activities and interactions will become imperative to customer retention and brand trust.
Coverage
Subscriptions Covered
Sales Force Productivity and Performance Applications
Regions Covered
Topics Covered
Cognitive/artificial intelligence, Customer relationship management applications, Sales operations
Content
List of Figures
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