Companies are being forced to adjust their business models and adapt to the new market reality as a result of digital transformation. What’s remarkable about this is that the transformation isn’t driven by businesses, but rather it’s directed by the customer.
The internet gave customers access to relevant information at any time, anywhere, and in the format and device of their preference. Thus, the customer journey dictates different strategies for businesses to keep up with this new kind of “always-connected” customer. Businesses must embrace technology in order to provide an exceptional customer experience, that’s one perspective of the story.
Many C-level executives were asked whether human or digital interaction was more impactful and effective on their customer journey. Well, the majority of answers indicate that both were of equal importance. However, the facts on the ground make it difficult for sales leaders to grasp what they need to do, especially when different segments of the company have a vested interest in pushing opposing sides of the human vs. digital discussion.
According to a study, companies that incorporate a human touch into their digital sales typically beat their competitors. They generate five times more revenue, eight times more operating profit, this data stands true over a four to five-year timeframe.
Practices find that most B2B interactions have moved to remote or digital, based on a study made in 2021 showing the way of interacting with suppliers at each stage. This shift towards digital is increasing as an impact of COVID and significantly influenced the business model of the organizations.
The above exhibit further re-affirms the need to blend in a digital experience with a traditional sales model. B2B Leaders have diversified their business model into an Omni-channel one; this transition not only embraces the inclusion of a digital service but also a new sales approach.
- Buyers have shown a clear preference for cross-channel offerings, that is choosing between in-person, remote, and digital self-serve interactions in equal measure.
- Overall, the self-serve option E-commerce has significantly grown since last year hence the need to be Omni-channel is imperative.
- Two-thirds of customers tend to lean towards remote human interactions or digital self-service.
Download our publication to know more about challenges faced in the traditional selling model while indicating the solution provided in the new selling model, along with the steps to achieve a successful digital transformation.
We hope you find this publication helpful in navigating the ever-changing sales industry, and we look forward to receiving your feedback.