A customer with soaring expectations…built on experiences the best in the B2C world can offer was already on the horizon. With the pandemic, 24/7 service has become a lifeline for businesses and consumers who still expect a frictionless buying experience. And meaningful dialogue, when and how they get information, that begins well before the sale–and extends well beyond it.
These buying experiences have taken root and are accelerating the transformation of what customers expect of their B2B vendors. Marketing, sales and service functions must engage, deliver increased value to, and service customers when and how those customers want. A different, higher bar has been set. What are revenue leaders and companies doing to urgently steer a new course to a B2B customer-centric “True North” in these challenging times?
They’re reimagining and changing 3 key factors in their customer experience:
A radical change in the coverage investment portfolio.
Understand and act on the deep changes in the roles and deployment of coverage resources across industries.
Deeper investment to harness digital technology faster.
Accelerating and strengthening your digital backbone means a deeper understanding of customer needs and securing the right tools now for improved engagement across each step of the buying experience.
Intense focus on culture.
Fearlessly build a customer-centric ethic that focuses on both the needs of teams and the impact on performance, along with true accountability.
The 2020 Forums are dedicated to exploring the stories of companies that are establishing a True North–in new and adjacent markets –to win and keep customers that expect 24/7 partners. Navigating this new world requires more innovative approaches that ensure better coverage of the entire customer experience while delivering impactful results for both organizations. All rapidly enabled by digital technology…and supported by a strong culture that ensures the customer continues to be first.
“Thank you for a wonderful Executive Forum. The speakers, content, and event were top notch and provided valuable learnings to take back. I also enjoyed key networking opportunities with folks I otherwise would not have met. I look forward to next year’s event.”
– David Spencer, President - N.A., Syniti (Former President of SAP N.A.)
“The Forum is a great event to get a lot of information about how to deploy your sales force effectively and efficiently. It’s also a great platform for peer networking in your industry and others.”
– Susan Uthayakumar, Country President, Canada - Schneider Electric
“Customers should be at the center of everything we do. We have to continuously think about them and how we can make their journey easier. The Executive Forum delivers great insights on how to accomplish this!”
– Mohammad Navid, Group VP, Sales - Delta Dental of CA
Join the leadership discussion now.
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