Customer engagement for a sales organization is more than an influential action initiated by communication – it’s the cycle of everything that happens between personal and digital encounters. Customer engagement demands an organization-wide allegiance to building meaningful connections, establishing relationships, and nurturing those relationships to institute trust. Customer engagement drives every interaction, every process, and every decision—and it’s the key to driving sales.
Leaders across multiple industries ranked customer engagement the #1 driving force behind sales versus tactical drivers like automation and productivity
The top-performing sales organizations are leveraging digital transformation to unlatch greater revenue growth. They understand the need for technology to fully apprehend customer engagement, and they seek technologies that continually help them evolve their customer engagement capabilities.
Digital Transformation and Revenue Growth
To drive customer engagement, many sales organizations are embracing technology to some extent. Where they are in their digital transformation journey varies, depending on their views and behaviors regarding technology adoption.
- Skeptics: Organizations that have yet to begin a digital transformation journey are embracing technological tools that — while may seem rudimentary — are invaluable to their sales teams.
- Followers: As organizations begin to evolve on their digital transformation journey, they look for technologies that will allow for deeper engagements. They start to see the benefits of moving beyond introductory tools and adopting technologies like customer relationship management (CRM) tools to increase productivity, reimagining the capabilities of their sales teams
- Strivers: Organizations who reach this point in their digital transformation journey are committed to evolving their customer engagement capabilities. This is where organizations start to see a cultural shift in the way they view and approach technology, with sales leaders prioritizing digital transformation as an organization-wide initiative—garnering support from the top-down.
- Drivers: Sales organizations in this stage know there is no definitive end to the digital transformation journey. Drivers constantly experiment with advanced technologies and seek every opportunity to engage customers and gain a competitive advantage. Even when technology fails them, they continue to invest and experiment.
Turns out that there may be a direct correlation between digital transformation and revenue growth. You’ll see in the following graph that organizations from the May 2016 Microsoft survey identifying as technology Drivers enjoyed a 50% increase in revenue growth:
Digitally transforming your sales organization is an evergreen journey. It’s an ongoing process that needs to become part of your organization’s culture, and it requires commitment and initiation from sales leaders.
To see how Microsoft Dynamics 365 for Sales, part of the next generation of business applications from Microsoft, can help your organization successfully navigate transformation, take this free readiness assessment: http://www.sysfore.com/sysfore-D365-offerings.aspx
Learn more about how your organization can pursue service innovation with Dynamics 365. Contact one of our experts today and to learn how you can implement Dynamics 365 in your organization and find the perfect solution for your business. Write to us at firstname.lastname@example.org or give us a call at +91 (80) 4110 5555