Enhancing Customer Engagement with Digital Transformation in Sales

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.

Digital transformation in Sales

  • 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:

Digital transformation in sales_2

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 info@sysfore.com or give us a call at +91 (80) 4110 5555

Dynamics 365: An AI led Customer Engagement Software

A few week’s back I came across this article “CRM Isn’t Enough – Here’s what next” by Forbes, which states that “CRM’s ability to deliver on its promise has stalled because it is not architected to address the challenges of today’s complex buying environment.” This statement makes us keep an ear to the ground and raise questions about modern topics on sales strategy on which active researches has been going on at Microsoft, Amazon e.t.c.

 

CRM, for majority of the organizations, has always been about sales and management and less on seller empowerment. To truly serve the modern customer, the current CRM model should be reversed. To put customer engagement at the center of a new modern selling engine, a research completed by Microsoft suggests that sales need to adopt a new hybrid sales model.

Empowering sales reps is more about helping engage with their customers, not efficiency through technology.

 

 

Better Engagement, Better Sales Quota

Companies need to revamp their sales strategy to concentrate more on a customer-centric model. One that blends digital journeys and highly orchestrated one-to-one engagement with our sellers at scale. When sellers precisely map the customer journey to the sales process, they attain a state of engagement. Microsoft research also shows that sales teams that emphasize engagement are 2.3 times more likely to achieve quota sales.

 

Big Data and Machine Learning

Better Customer engagement is not just about making a more dynamic sales process or adapting it to each buyer’s unique journey. Other functions within an organization also need to be inculcated, for e.g. orchestrating data, technology, people and automation to gain deeper buyer insights to coordinate the process of engagement

 

By utilizing a holistic customer views, a personalized experience can be created, driven by customer need at any point in their journey. big data analytics and machine learning can be leveraged to anticipate and dynamically deliver on those customer needs. Streamline the engagement process and deliver intelligent, hassle-free solutions that harness multiple channels to naturally engage customers when and where it is convenient for them using process automation.

 

Dynamics 365 Offerings

 

Dynamics 365 is uniquely positioned to offer the infrastructure, platform, business and productivity applications. Microsoft brings together disparate transactional and relationship data across your CRM and ERP, social networks, like LinkedIn, and your productivity, collaboration and email system with Office 365 to deliver customer-centered insights. Sellers can now deliver at scale, the authentic and personal engagement that today’s buyers demand.

 

Take the free readiness assessment for Dynamics 365 on our website

 

Sysfore offers exceptional application deployment and development support to enterprise organizations. Let us help your DevOps teams deliver applications quicker and with higher quality by providing self-service development capabilities that work within existing continuous delivery processes

 

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 info@sysfore.com or give us a call at +91 (80) 4110 5555

Four Ways to Innovate Your Business to Revolutionize Customer Experience

The balance of power and control has shifted – Today’s customers are more knowledgeable and connected than ever before. Providing customer service of the highest quality is more important than ever. According to Microsoft’s annual U.S. State of Multichannel Customer Service Report, 98% of U.S. consumers say customer service is very important or somewhat important in their choice of or loyalty to a brand, and 68% say they have stopped doing business with a brand due to a poor customer service experience

68% of U.S. consumers say they have stopped doing business with a brand due to poor customer service experience

A path of innovation in services is imperative for businesses to improve customer experience and ultimately stay ahead of the competition. This article will foreground 4 areas that will help you keep moving in the right path.

 

  • Consumer Preference Segmentation

 

Customer will have particular communication channel preferences and a range of expectations for customer service. It is vital to have a customer segmentation strategy. For e.g. for millennial consumers, the capacity to access live chat, texts, SMS and social service are key to their service satisfaction. Catering to a consumer segment that contributes $600 billion in spending last year is critical. Do not conjecture that every consumer wants the same attention – Innovate in this area by working on your segmentation to make sure you are meeting preferences.

 

  • Omni-channel

 

Phone calls, emails and texts (traditional) are the primary channels we are seeing used in the industry. The U.S. State of Multichannel Customer Service Report states that 89% of companies with an extremely strong Omni-channel customer engagement say they retain their customers, compared to only 33% for companies with weak Omni-channel engagement.

Since 2017, for the first time, we can see alternative channels like social and self-service to outpace the growth of these traditional channels.

 

  • The Internet Of Things

 

According to a study conducted by research firm, Gartner, by 2020 there will be over 26 billion connected devices around the world. Service innovation could not have dreamt a better platform. When businesses connect the devices they own with IoT, they can monitor issues, send alerts, automate service tickets, and allow for proactive service for connected devices.

 

  • Predictive Analytics

 

Work on providing a proactive experience for the customer.

You can predict the needs of your customers by identifying trends, anticipating opportunities, and gaining insight by employing predictive analytics within service centers. For example, if a customer calls into the service center with a specific complaint regarding a product, predictive analytics can recommend solutions and services to resolve the issue, enhance the product, provide upsell/cross-sell opportunities, and automatically dispatch and route a field technician based on historical interactions.

According to studies by Bain & Company, increasing customer retention rates by 5% increases profits by 25% to 95%.

Customers expect much more out of the service they receive, they wouldn’t hesitate to leave a business due to bad experiences.It’s critical for businesses to continue to innovate in their service areas to ensure success.

Take this free readiness assessment for Dynamics 365 on our website – http://www.sysfore.com/sysfore-dynamics365-offerings.aspx

Learn more about how your organisation 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 info@sysfore.com or give us a call at +91 (80) 4110 5555