TECH SUPPLIER Mar 2023 - Market Perspective - Doc # US50440723

The Field Service Experience Boosts the Next Sale


Michelle Morgan
Aly Pinder

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.



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